Monitor the processing of orders for customers

This standard is about monitoring the processing of orders for customers. It involves checking customers’ order requirements and identifying any problems with orders. It also involves monitoring the picking, packing and assembly of orders and ensuring that relevant information is passed on to customers.

This standard is relevant to all those who are responsible for monitoring the processing of orders for customers as part of their job role.

1    maintain the health and safety of yourself and others at all times, in line with the relevant legislation and organisational requirements
2    identify hazards and assess risks as you carry out the activity and wear the appropriate personal protective equipment (PPE)

3    confirm that the relevant training has been received to carry out the work, recognise the limits of your competence and seek access to further training where required
4    comply with the policies and procedures of the organisation and the relevant legal and organisational requirements relating to the processing of orders for customers
5    check the relevant information on the customer requirements for the goods that have been ordered
6    monitor progress on the processing of orders in line with organisational procedures 
7    confirm that orders are picked, packed and assembled in accordance with requirements, and stock replenished where required
8    maintain effective communication with colleagues when carrying out the work
9    confirm customers are provided with delivery information
10    respond to enquiries about the progress of orders
11    confirm customers are informed of any issues with the fulfilling of orders or if their orders cannot be delivered within the time originally agreed
12    identify and respond to problems with processing orders
13    store customer details securely and maintain confidentiality in accordance with legal and requirements
14    maintain and store the required records in line with relevant legal and organisational requirements

1   your responsibilities under the relevant health and safety legislation and organisational requirements
2    how to identify hazards and assess risks as you carry out the activity and the requirements for personal protective equipment (PPE)
3    the organisation’s policies and procedures and the relevant legal and organisational requirements relating to the processing of orders for customers
4    how to obtain information on customer requirements for the goods ordered and any special requirements related to orders
5    the range of customers you process orders for
6    the relevant stock control and ordering systems used by your organisation 
7    the roles and responsibilities of colleagues and why it is important to maintain communication and work effectively with colleagues when carrying out your work
8    the relevant information required by the colleagues who fulfil the orders
9    the length of time it takes to fulfil orders for the different goods provided by your organisation, and what to do if this timeframe cannot be achieved
10    the problems that may occur when processing orders, the actions to take and organisational procedures for reporting issues that cannot be resolved
11    how to store customers' personal and financial details securely, how to maintain confidentiality and the requirements of data protection legislation and organisational procedures for data security

Customer requirements: delivery time, address, name, contact number   

Customers: internal, external

Delivery information: delivery time, progress

Health and safety includes mental and physical wellbeing

Personal Protective Equipment (PPE) could include: high-visibility clothing, hard hats, protective clothing, eye protection, masks, gloves, safety footwear

Problems with processing orders: payments, stock quantities, damaged stock

Special requirements: delivery locations, times, addresses, value-added services