How to standardize the management of logistics companies? Look at this dry goods!
- 2018-05-15 13:40
- Logistics standardization management freight forwarder delivery consignment transfer
1. Receipt of a single examination
Accurate quotation
The precondition for placing orders is accurate quotation. Accurate price quotation is the key to inquire about the direction, name, tonnage, volume and loading address of the goods. In particular, some freight forwarders usually have to first make an inquiry. If the price is too high, the information will be lost. If the quoted price is too low, the company will lose money. Therefore, reasonable price and accurate quotation are the key to acquiring new customers. The general quotation principle is equal to the market price. If it is the type of goods you lack on the day, you should lower the price accordingly. If heavy goods are more, then the goods can be properly priced; if the goods are more, the heavy goods can also be cheaply priced. The price should be flexible and flexible.
Bill of examination
once the order is successful, the order must be audited, and the delivery instructions will be issued. The following aspects should be paid attention to when a single car is assigned.
1, notify the driver to get ready for departure, such as filling up oil, checking rain cloth, ropes, and starting the vehicle to listen to whether the voice is abnormal or not.
2. Promise the arrival time to the customer and do not arrive more than one hour under normal circumstances.
3, strictly examine the address of the delivery unit, the quantity, specification and packing of the contact and order, so as to give the operator a careful consideration and avoid the error.
Telephone skills
1, no more than three tones after ringing. If you are busy, ask your colleagues to answer.
2. The language of civilization. The first sentence to answer the phone is "Hello!" "A certain logistics company", "what do you need to help?" Be warm and affectionate, avoid loud voices or say hello, hello.
3, we should speak Mandarin and do not speak dialect of native language. The tone is flat, the speed of the language is medium, and it is not impetuous.
4. When you have completed the relevant business, please report your name and phone number and position when necessary, so as to facilitate future business contacts.
5, make a good telephone record. Remember the unit, telephone number, contact person, job and related business information.
6, you must say "thank you, goodbye" or "don't mention it" when you finish the phone call.
7, when receiving the goods inquiry telephone, we must be patient to explain and explain the situation. Questions that cannot be answered at a time should be reported to superiors in time.
8, those who need leadership to solve problems must not be good at expressing themselves, so as not to cause passivity or misunderstanding.
9, major events such as traffic accidents, emergencies and large single customer calls should be reported to the boss promptly, so as not to delay the time and cause losses.
10, fax and credit, in principle, to manual operation, to ask the unit to send a fax clearly, only after the name of the signal, so as not to leak or the loss of effective information.
Two. Shunting and matching
When dispatching the car, we should pay attention to the following aspects:
1, check whether the vehicles are arranged to meet the requirements of the customer, whether the vehicle is clean, dry, no smell, or whether the rain cloth is damaged or not, if the problem is found, it should be solved in advance.
2. Tell the field car following staff to fill out the dispatch sheet according to the customer's requirements, and remind the driver to check the vehicle and auxiliary spare parts.
3, the staff and the driver should arrive at the loading site on time according to the customer's requirements, carefully check the number, reasonable loading and correctly fill in the carrier and ask the customer to confirm the signature, a joint customer, the triple bring back to the company to the company related personnel.
Three. Delivery operation
1. When accepting the work order, confirm the delivery address and know the name, specification and quantity of the goods.
2, according to the needs of customers, arrange the car drivers with a clear task and the designated person in charge to avoid shifting the blame.
3, when taking delivery, pay special attention to whether the outer packing is damaged or not.
4, when filling out the check list, check whether the number of the returns is in line with the actual quantity. The single piece and the double piece should be clearly marked, especially the payment method. Do not write the payment back to the payment, so that the company will have unnecessary losses.
5, if it is found that the packaging is not reasonable, or the goods are not suitable for transportation, ask the company leader and decide whether to accept the order.
6, the goods have obvious problems and when the customer wants to deliver the goods, one is to ask for the approval of the manager; the two is to sign the customer's signature, and clearly express the responsibility of the problem when the shipper is not in the shipper.
7. once you have completed the delivery, please ask the customer to sign the dispatch sheet to make a proper appraisal of your work.
Four. Receipt and delivery
Delivery process
Take the initiative, when the customer delivery truck arrives, greet them immediately and greet them, and ask about the direction of delivery.
First question - detailed understanding of the delivery situation, and lead the customer to go through the relevant procedures.
Unload the goods, take care of the goods lightly, count the quantity, check the packing and handle the warehousing orders.
Measurement - after checking the weight and volume declared by the customer, the clerk will calculate the freight rate.
Thank you. When customers leave all the formalities, they must say, "thank you. Welcome to our next visit!"
Unloading process
1, open the door, be careful and prevent goods from falling. On the side of the manger, people do not step on it. It is stable and safe.
2, the next prison, loose on the hand, can not move, everyone lift. Pack belt, can't mention, scratch hand, waist flicker.
3, liquid cargo, light landing, check pallets, prevent nails. Steady, no edge, the height of the code, but three.
4, check labels, sub regions, according to the region, separate storage.
5, check the list, check the goods, check the quantity, be careful. Transfer of goods, handover clear, wrong delivery, damage credit.
Make a single collection of silver
1, when a single member enters the delivery information of the system, one must be whole and the two is accurate. After checking all the information, check it again to avoid any mistakes. In particular, the quantity of goods, the way of payment, and the phone numbers and phone numbers of customers should be carefully checked. If they are careless, they will cause trouble or loss to the company.
2, when collecting money, it is necessary to count the money in the money detector twice. One is to prevent counterfeit banknotes, and the other is to approve the amount of money. Two The collection is most likely to be leaked, or the matter at hand is too miscellaneous. If it is lost, it will be confiscated, and other business will be done. The way to put an end to such a situation is to finish the task one by one, and if the customer is too many, the matter is tight enough, we must finish it one by one before we can proceed to the next one. In case of missed payment, improper collection and less payment, the cashier shall pay the full amount and pay a certain amount of penalty so as to draw lessons from it.
Five. Warehouse loading
Warehousing
1. Whether the verification documents are in conformity with the actual quantity.
2, check whether the outer packing is damaged, whether it has moved, and whether the label is wrong.
3, if you find that there is no labeled goods, you need to compile the number and re label it.
4, do well in storage records, and input computer system archive.
Load the car
1, business managers make special requests to customers, promise to arrive on time, notify the loading and unloading team leader in advance, so as to arrange loading in time.
2, the warehouse keeper should cooperate with the business manager to supervise and inspect the loading of key goods and special goods. If any omission should be adjusted in time, try to install it.
3, we should pay attention to personal safety. The warehouse keeper should check the quality of the tray in time, and remind the stevedores not to carry the packing and carry out the work, and not to wear slippers to do business.
4, for fragile goods, liquid goods, chemical products and so on, loading and unloading workers must strictly follow the rules of operation. The loss caused by illegal operation shall be 50% of the actual loss.
5. Forklift operators should operate safely. Besides their personal safety, they should also find the right points, balance weight, low speed and ultra low mobility.
6, the principle of loading is to first light cargo after heavy goods, first big goods later small goods. Gently handle and prevent inversion, strictly prohibit throwing, throwing, throwing, stepping, stepping and treading carefully.
7, special important cargo, for the purpose of easy unloading, the loading captain gives the schematic diagram of the location of the vehicle's plate, so that the terminal company can save time at discharging time.
8. After loading and unloading, the captain and storehouse of the loading truck should be matched with the business manager, and the height board should not exceed 35 tons. Order the goods and make the system carpool list and click the departure key to show that the goods are on the way.
9. When signing a contract with the carrier driver, the driver is required to ensure that the car is turned on for 24 hours in order to get in touch with the customer service.
The principle of loading the car
Heavy goods, on the bubbles, heavy bubbles, in the middle. The edge of the iron barrel, watch out carefully. Liquid goods, prevent pressure (limited to three layers). Exotic goods, far food. Naked loading, careful transportation. Vulnerable goods, building a house. To prevent the pressure from bad and to be partitions. Anti friction, paper skin. Anti displacement, no dislocation. Prevent rain, look up raining cloth. Prevent fall, check tray, do not carry. Anti slippery, no slippers. Fire prevention and smoking. To be safe, often reminding.
Six, distribution and transfer
After the cargo safety reaches the terminal company, the driver should cooperate with the warehouse keeper to do the warehousing and acceptance inspection, inspect the goods, package, quantity and quality.
1. If the outer packing is found to be damaged, it should be re packaged or reinforced before it can be delivered. Alternate packing should be replaced in time if possible.
2. Because the outer package is broken or sealed, the quantity and quality should be checked.
3, in case of quantity and quality problems, those who can compensate customers on the spot will be paid on the spot and try not to reflect the problem on receipt.
4, if the receiving party proposes to return the goods, for whatever reason, they must first seek the consent of the consignor before they can return the goods. Return the goods in accordance with the relevant regulations when returning the goods.
5, the official seal must be sealed if customers sign the official seal. If there is no official seal on the scene, the signatory must sign the ID card number, the name and the date of receipt.
6, the service is better than the terminal. Therefore, the terminal company, from the distribution manager to the customer service and distribution driver, must do every job well. Be civilized and courteous. We must resolutely put an end to bad service attitude. We should be angry with customer service and quarrel with customers. Offenders are also complains, and a fine of 200 yuan.
Seven, return management
1. Pick up the quantity and number of the receipt when filling the consignment form.
2, after receipt of the receipt, it should be promptly handed back to the return administrator and classified and arranged in time.
3, the time required for return of the return, the city return request within a week to return, the provincial transfer request in 10 days.
4, when the return is returned, the finance should be registered and accounted for. When the receipt is made, the administrator will return the account and fill in the receipt.
Eight. Vehicle management
1. Archive the relevant information of the contract vehicle, including the vehicle number, driving license, insurance certificate and owner's identity card, address, telephone.
2, before the goods are sent out, the loader should carefully check the loading of the goods, including whether the weight is overloaded, whether the weight is balanced before and after, and the driver is required to check the safety facilities, such as the quality of the rain cloth, the extinguisher and so on.
3, the following day from nine to 11 in the morning, from 2 to 4 in the afternoon, the driver should contact the passenger service actively and report the situation of the vehicle running and the direction of the vehicle. If it fails to report on time and shut down, it will be fined 200 yuan each time.
4. When an accident fails to reach the destination on time, the carrier should report to the company in time so that the company will notify the customer as soon as possible, and the delay of the company and the seriousness of the circumstances, and a fine of 200-500 yuan each time.
5, if the driver needs to deliver the goods, please notify the customer 1 hours ahead of time and prepare for the delivery. For example, large trucks should contact forklifts and cranes ahead of time. If you receive the goods during the working hours, you should notify the consignee in advance, so that the driver's cell phone number and vehicle number can be contacted.
6, on the way after unloading, be sure to tidy up the goods, fold up the linoleum, in case the goods are stolen and the weather is suddenly caught in the rain.
At the end of the year, at the end of the year, the driver of the contract shall be seleced, for the driver of fast speed, good service, no safety liability accident and damage record, the first 3 shall be awarded the award, the award of cash is 500-1000 yuan, and the right to renew the contract shall be given priority.
Nine. Customer service
1, customer service common language, dealing with the common language of complaints: "I understand, I am very anxious, I understand, I am sorry, we will try to do as much as possible, please understand, wait", never say to the customer: "impossible, nothing, I do not know, you find the boss to go."
2, sort out the business that happened on that day, and open the system to browse the goods on the way, so that customers can answer customers as soon as possible.
3, establish customer files, promote customer relationship management, collect customer deliveries at the end of each month and make comparisons with last month.
4, responsible for training and guidance on the maintenance and use of information systems.
5. Responsible for archiving and managing the information of operating vehicles.
6. Abnormal phenomena in vehicle operation should be reported to the company leaders in time for proper handling.
7, cooperate with the manager or boss to do the collection and arrangement of the relevant information vouchers for cargo claims.
Ten. Cargo insurance
1, insurance is an important measure for the steady development of the company. Therefore, it is necessary to renew the insurance in time. The carrier's liability insurance includes cargo transportation insurance, rain, theft, robbed, cargo damage, traffic accident and warehouse fire risk.
2, employees' accidental injury insurance, the staff's different types of work, depending on the working environment, the accident injury insurance must be purchased for the driver, the return payee, the loader and the staff. For some departures due to personal reasons, the premium should be deducted from the deposit.
3, single ticket goods insurance, if the customer has special requirements and the value of the delivery is particularly valuable, we must buy a single ticket goods insurance, to the customer to charge 0.6% of the premium, to ensure the safety of the goods safety free.
4, the insurance of own vehicle, the insurance of own vehicle is divided into compulsory insurance and third party liability insurance and cargo insurance. To carry out the vehicle operation, the route is complex and long, so the risk is great, so the insurance must be renewed in time after the insurance expires in order to prevent the accident and make the company suffer greater economic loss.
Source: Horizon platform