Role catalogs

Customer Service workflow catalog

a manufacturing professional who enters customer orders, confirms delivery dates and keeps customers informed from quote to shipment

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84
workflows in this catalog
1
industryManufacturing 84
3
areas of workLargest: Shipping & Logistics (35)
253k
hrs/yr across these workflowsPlanning estimates from the Process Atlas

Customer Service

Area

84 workflows

Customer Service · 3 areas · about 253k hrs/yr

Manufacturing (84 workflows)

Shipping & Logistics (35)

about 143,642 hrs/yr

  1. Customer shipment planning (Daily, about 4,750 hrs/yr) Shipping reviews orders due to ship, groups them by customer, carrier, and route, checks inventory and paperwork, and sets the day's shipping schedule.
  2. Pick list generation (Daily, about 4,750 hrs/yr) Pick lists are printed or sent to scanners for each shipment, sorted by location and listing part, lot, and quantity, so warehouse staff can pick efficiently.
  3. Warehouse picking (Daily, about 4,750 hrs/yr) Warehouse staff pick parts from locations for each order, scanning part, lot, and quantity, and move them to packing or staging.
  4. Pick confirmation (Daily, about 4,750 hrs/yr) After picking, the pick is confirmed in the ERP, which moves inventory to a shipping location and updates the order's status for packing and invoicing.
  5. Packing (Daily, about 4,750 hrs/yr) Packers load picked items into cartons or onto pallets per packaging rules, record weights and dimensions, and create the pack list and container IDs.
  6. Packing verification (Daily, about 4,750 hrs/yr) A second check confirms each carton holds the right parts and quantities before it is sealed, usually by scanning contents against the packing list.
  7. Shipping label generation (Daily, about 4,750 hrs/yr) Shipping prints carrier labels and customer labels, such as AIAG or GS1-128 formats, carrying part number, quantity, PO, and serial so the customer can receive by scan.
  8. Carrier selection (Daily, about 4,750 hrs/yr) Shipping picks the carrier and service level for each shipment based on customer routing guides, cost, transit time, and freight terms.
  9. Freight rate shopping (Daily, about 4,750 hrs/yr) For prepaid shipments, logistics compares rates and transit times across carriers in the TMS or carrier portals and books the cheapest option that meets the delivery date.
  10. Shipment booking (Daily, about 4,750 hrs/yr) Logistics books pickups with carriers through carrier portals, email, or phone, confirming date, time window, equipment type, and reference numbers on the ERP shipment.
  11. Parcel manifesting (Daily, about 4,750 hrs/yr) Parcel shipments are manifested with the carrier, generating tracking numbers and an end-of-day close so the carrier receives the day's package data.
  12. LTL/TL dispatch (Daily, about 4,750 hrs/yr) For LTL and truckload moves, logistics tenders the load to a carrier, confirms acceptance, arranges dock time, and records carrier and PRO numbers.
  13. EDI ASN exception (Daily, about 4,750 hrs/yr) ASNs rejected by the customer or failing validation, for a wrong PO, quantity mismatch, or late transmission, must be corrected and resent quickly to avoid chargebacks.
  14. Export document preparation (Daily, about 4,750 hrs/yr) For international shipments, logistics prepares export documents: commercial invoice, packing list, certificate of origin, export classification, and any license or filing data.
  15. Certificate of origin (Daily, about 4,750 hrs/yr) When a customer or trade agreement requires it, logistics prepares a certificate or certification of origin from the product's origin determination and supporting records.
  16. Hazmat documentation (Daily, about 4,750 hrs/yr) Hazardous material shipments need shipping papers with UN number, proper shipping name, hazard class, packing group, quantity, and emergency contact, plus correct labels and markings.
  17. AES/export filing coordination (Daily, about 4,750 hrs/yr) For exports that require it, logistics or the forwarder files Electronic Export Information in AES, and the shipment documents carry the resulting ITN.
  18. Routing-guide compliance (Daily, about 4,750 hrs/yr) Customer routing guides set carriers, labels, ASN timing, and appointment rules, and violations bring chargebacks, so shipping checks each shipment against the guide.
  19. Proof-of-delivery capture (Daily, about 4,750 hrs/yr) After delivery, logistics retrieves the signed proof of delivery from carrier portals and attaches it to the shipment record to support billing disputes and claims.
  20. Freight claim (Daily, about 4,750 hrs/yr) Loss or damage in transit leads to a freight claim with the carrier, supported by BOL, POD notations, photos, invoice, and repair or replacement cost, and tracked to payment.
  21. Freight audit (Daily, about 4,750 hrs/yr) Logistics or AP audits each carrier invoice against contracted rates, billed weight, accessorial charges, and the BOL and shipment record, disputing overcharges before payment.
  22. Shipment tracking (Daily, about 4,750 hrs/yr) Customer service and logistics monitor in-transit shipments in carrier portals, update expected delivery dates on ERP orders, and warn customers of delays.
  23. Late shipment exception (Daily, about 4,750 hrs/yr) When an order misses its ship date, shipping and customer service find the cause, set a new date, notify the customer, and log the reason for on-time delivery reporting.
  24. Customer pickup coordination (Daily, about 4,750 hrs/yr) For customer-arranged freight, shipping schedules the pickup, confirms the BOL and paperwork, releases goods to the carrier, and records who collected them.
  25. Intercompany shipment (Daily, about 4,750 hrs/yr) Shipments between company plants or entities need a shipment, a transfer, and an intercompany invoice, with matching records on the receiving side.
  26. Drop shipment coordination (Daily, about 4,750 hrs/yr) For drop shipments, the supplier ships straight to the customer.
  27. Return shipment authorization (Daily, about 4,750 hrs/yr) When a customer needs to return goods, customer service issues an authorization with RMA number, return instructions, and shipping label, and sets up the expected receipt.
  28. Customer return receipt (Daily, about 4,750 hrs/yr) Returned goods arrive and are received against the RMA, counted, inspected for condition, and routed to evaluation, restock, or scrap.
  29. Reverse logistics disposition (Daily, about 4,750 hrs/yr) After evaluation, returned goods are restocked, reworked, returned to supplier, or scrapped, and the customer credit or replacement is triggered.
  30. Commercial invoice preparation (Daily, about 2,250 hrs/yr) The commercial invoice lists buyer, seller, goods description, harmonized codes, quantities, values, incoterms, and country of origin for customs clearance.
  31. Freight invoice reconciliation (Daily, about 2,250 hrs/yr) AP matches freight invoices to shipments and accrued freight, codes them to the right accounts, and bills recoverable freight to customers.
  32. Customer-specific packaging compliance (Daily / Weekly, about 546 hrs/yr) Many customers specify packaging, labels, and documents.
  33. 3PL reconciliation (Daily / Weekly, about 546 hrs/yr) Where a third-party warehouse holds stock, staff reconcile 3PL inventory reports, receipts, and shipments with the ERP and check 3PL invoices.
  34. Bill of lading creation (Per event / project, about 150 hrs/yr) For LTL and truckload shipments, shipping creates the BOL with shipper, consignee, pieces, weight, freight class, and special instructions, and gets the driver's signature at pickup.
  35. ASN creation (Per event / project, about 150 hrs/yr) Customers require an advance ship notice, usually EDI 856, listing shipment, order, pack, and item details, sent at shipment so they can receive by scan.

Sales & CRM (29)

about 65,076 hrs/yr

  1. Customer RFQ intake (Daily, about 3,000 hrs/yr) RFQs arrive by email or customer portal with drawings, quantities, required dates, and terms.
  2. Cost-based quote preparation (Daily, about 3,000 hrs/yr) Estimators build a price from material cost, routing hours at work center rates, outside processing, tooling, and target margin, using ERP cost data and supplier quotes, then record quantity-break prices on the quote.
  3. Quote approval (Daily, about 3,000 hrs/yr) Quotes above a set value or below target margin need management approval.
  4. Quote revision (Daily, about 3,000 hrs/yr) A customer asks for changed quantities, a new drawing revision, or a lower price.
  5. Quote-to-order conversion (Daily, about 3,000 hrs/yr) When the customer accepts, the quote becomes a sales order.
  6. Customer price list maintenance (Daily, about 3,000 hrs/yr) Price changes from contracts, annual increases, or surcharges are entered into customer price lists with effective dates.
  7. Customer PO intake (Daily, about 3,000 hrs/yr) Customer POs arrive as PDF attachments, portal downloads, or EDI.
  8. Sales order validation (Daily, about 3,000 hrs/yr) Before release, each new order is checked against the PO and master data: prices against the price list, dates against lead time, terms against the account, and quantities against minimums and pack sizes.
  9. Requested-date validation (Daily, about 3,000 hrs/yr) Customer service checks each order's requested date against quoted lead time, current backlog, and material availability, then confirms the date or proposes a promise date and records it on the order line.
  10. Available-to-promise check (Daily, about 3,000 hrs/yr) For a new or changed order, customer service checks on-hand stock, scheduled receipts, and uncommitted production in the ERP availability inquiry to decide what quantity can ship on the requested date.
  11. Sales order change processing (Daily, about 3,000 hrs/yr) Customers change quantities, dates, or ship-to addresses, or cancel lines after entry.
  12. Order acknowledgement (Daily, about 3,000 hrs/yr) After entry, the customer gets an acknowledgement confirming parts, quantities, prices, and promise dates.
  13. Customer portal order-status update (Daily, about 3,000 hrs/yr) Large customers require open-order status in their own supplier portal.
  14. Sales commission calculation (Daily, about 3,000 hrs/yr) Each period, sales operations calculates commissions from invoiced or paid sales by rep and territory, applying plan rates, splits, and clawbacks from Excel plan sheets, then sends statements for approval and payroll.
  15. EDI customer order exception (Daily, about 3,000 hrs/yr) Inbound EDI 850 or 860 transactions fail on unknown part numbers, price mismatches, or invalid ship-to codes.
  16. Customer contract renewal (Daily, about 3,000 hrs/yr) Before a supply agreement expires, sales reviews volume, pricing, and delivery performance, prepares renewal terms, negotiates with the customer, and updates contract dates and prices in the ERP and CRM.
  17. Lost-quote reason capture (Daily, about 3,000 hrs/yr) When a quote expires or the customer declines, sales records the loss reason, the competitor, and the price gap in the CRM and ERP so estimating can study win rates and pricing.
  18. Expedite request evaluation (Daily, about 3,000 hrs/yr) A customer asks to pull in an order.
  19. Customer cancellation processing (Daily, about 3,000 hrs/yr) A customer cancels an order or line.
  20. Lead intake and qualification (Daily, about 2,250 hrs/yr) Inbound leads arrive from web forms, trade shows, and email.
  21. Sales order entry (Daily, about 2,250 hrs/yr) Customer service keys the order into the ERP: customer, ship-to, lines, customer part numbers, prices, requested dates, and freight terms, taking each value from the customer PO and saving the order for scheduling.
  22. Customer credit application review (Daily / Weekly, about 546 hrs/yr) A new customer submits a credit application with trade references, a bank reference, and financials.
  23. RFQ requirements review (Daily / Weekly, about 546 hrs/yr) Before quoting, estimating and engineering read the drawing, material spec, tolerances, finishes, certifications, and quantity breaks to confirm the shop can make the part and to list exceptions the quote must state.
  24. Credit hold review (Daily / Weekly, about 546 hrs/yr) Orders stop on credit hold when a customer is over limit or past due.
  25. Backorder review (Daily / Weekly, about 546 hrs/yr) Customer service reviews open backordered lines by customer and part, checks new availability and job completion dates, and updates promise dates or contacts customers about partial shipments and substitutions.
  26. Customer forecast intake (Daily / Weekly, about 546 hrs/yr) Customers send demand forecasts as spreadsheets, portal downloads, or EDI 830 planning schedules.
  27. Sales pipeline review (Daily / Weekly, about 546 hrs/yr) Sales management reviews open opportunities and quotes in the CRM by stage, value, probability, and close date, updates the sales forecast, and chases stale deals with each rep.
  28. Contract / blanket order setup (Per event / project, about 150 hrs/yr) A signed supply agreement or blanket PO sets committed quantities, pricing, release terms, and an end date.
  29. New customer onboarding (Per event / project, about 150 hrs/yr) A new customer needs an account, ship-to and bill-to addresses, tax exemption certificates, credit terms, EDI or portal setup, and a price list before the first order can be entered.

Service & Aftermarket (20)

about 44,496 hrs/yr

  1. Customer service case intake (Daily, about 2,750 hrs/yr) Customer calls, emails, and portal messages about orders, products, or problems are logged as CRM cases, linked to the account, order, or serial number, categorized, and assigned an owner.
  2. Warranty claim intake (Daily, about 2,750 hrs/yr) Customers or dealers submit warranty claims with serial number, failure description, failure date, and photos.
  3. Warranty eligibility validation (Daily, about 2,750 hrs/yr) Warranty staff check each claim against warranty terms, covering ship or install date, coverage period, covered parts, usage limits, and exclusions such as misuse, before approving or denying it.
  4. Return material receipt (Daily, about 2,750 hrs/yr) Returned items arrive against the RMA.
  5. Returned material evaluation (Daily, about 2,750 hrs/yr) Service or quality technicians test returned items, record findings and failure cause, and recommend repair, replacement, credit, or no fault found, noting the warranty effect.
  6. Field service request (Daily, about 2,750 hrs/yr) Customers request on-site service for installed equipment.
  7. Field service dispatch (Daily, about 2,750 hrs/yr) Dispatchers assign field technicians by skill, location, and availability, schedule the visit with the customer, and confirm the needed parts will be on hand.
  8. Technician time/expense capture (Daily, about 2,750 hrs/yr) Field technicians record labor hours, travel, mileage, and expenses against each service order, feeding customer billing, payroll, and service cost reporting.
  9. Service parts order (Daily, about 2,750 hrs/yr) Parts for repairs or customer spare parts orders are entered, checked for availability and price, shipped, and billed to the customer or charged to warranty.
  10. Spare parts availability check (Daily, about 2,750 hrs/yr) Before quoting or dispatching, parts staff check spare parts stock across warehouses, open supply, and lead times, and confirm what can ship and when.
  11. Service quote (Daily, about 2,750 hrs/yr) For billable repairs, field work, or upgrades, service prepares a quote with labor, parts, travel, and terms, and gets customer acceptance before work starts.
  12. Service contract renewal (Daily, about 2,750 hrs/yr) Before a service contract ends, service reviews usage and cost, prepares a renewal quote, and updates contract dates and price once the customer accepts.
  13. Preventive service scheduling (Daily, about 2,750 hrs/yr) For contracts with scheduled maintenance visits, service plans each visit by due date, coordinates timing with the customer, and assigns a technician.
  14. Customer complaint routing (Daily, about 2,750 hrs/yr) Complaints about quality, delivery, or service are categorized and routed to the right team with a response due date, then tracked to closure.
  15. Customer satisfaction follow-up (Daily, about 2,750 hrs/yr) After a case or repair closes, service asks the customer for feedback, records the score and comments in the CRM, and reopens issues when needed.
  16. Service invoice generation (Daily, about 2,250 hrs/yr) Completed billable service work, parts, and contract fees are invoiced to the customer with labor, parts, travel, and PO references.
  17. Warranty reserve review (Daily / Weekly, about 546 hrs/yr) Finance reviews the warranty reserve against claim history, units still under warranty, and cost per claim, and adjusts the reserve accrual.
  18. RMA creation (Per event / project, about 150 hrs/yr) For approved returns or repairs, customer service creates an RMA in the ERP with customer, part, serial, quantity, reason, and expected disposition, and sends return instructions.
  19. Repair order creation (Per event / project, about 150 hrs/yr) A repair order is created for units to be repaired, listing labor, parts, and estimated cost, and linked to the RMA, the warranty status, and customer approval when billable.
  20. Service contract setup (Per event / project, about 150 hrs/yr) A new service agreement defines covered equipment, response times, included visits, pricing, and billing schedule, and is set up in the ERP or field service system.

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