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Policy & Procedure

Customer Truck Requirement Policy & Procedure

Policy

  • Introduction:

    • The Customer Truck Requirements Procedure helps us to determine the needs and demand of the customer for products or services of a company.

    This Customer Truck Requirements Procedure applies to the sales and marketing department where the customer needs are met, in regards to any services to a manufacturing or engineering, company with the help of the procurement personnel as well to support the sales and marketing department in the customer requirements.

  • Scope:

    • This document is applicable to all staff who performs the operational, sales & marketing in Royat Saham United Company.

  • Purpose:

    • 3.1 To provide a standardize procedure and structures, for our customers to meet the needs and demands in regards to the quotation and transport supply.

Policy

    3.2 This procedure will provide more information of the what, why, when, where & who with regard to the procedure steps.

  • Definitions:

    • Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

  • Policy:

    • The first part our company policy is designed for the customers. It advises customers what they expect, when contacting our representative to meet their demand, and it is the duty of RSU’S management to make sure that the customers are satisfied with their expected service to receive from RSU. The Operational Manager or the Manager Deputy of RSU should ensure that all team members are ready to carry out this procedure as approved by the Chairman.

Procedures

A. First Phase: Quotation Confirmation

  1. Operational Manager (OM) will fix the monthly customer truck requirement in the master list plan at the beginning every year, where by this will remind the RSU team to continue their journey without any miscommunication or misunderstanding with one another (RSU team& RSU customers).
  2. Transport request will be given by the customer, to the RSU’S OM or the Transport Manager (TM).
  3. Customer’s request will be given through [call, what’s app or email to RSU’S OM/TM].
  4. The RSU’S OM will call, email or visit customer as per MASTER List schedule and also when the daily/weekly/monthly trips details indicator shows that RSU’S business is going down.
  5. The receiver of request (Chairman, OM or TM) must make a decision on time by discussing with the concern (Chairman, OM & TM) finalize the requirement of the company for the quote
  6. The OM should make sure to send the finalized quote to the customer, which has been discussed and approved the Management for RSU’S customer, over and above to get an agreement signed by both the parties in the (RSU’S Transport Contract Agreement Format).
  7. The OM will send the agreed & approved Quotation & agreement to the Financial Manager.

B. Second Phase: Truck Request Confirmation

  1. The OM/TM will receive a transportation request from the customer, either a day before or on the same day.
  2. The TM/OM will arrange trucks (giving priority to RSU trucks) and send the truck and driver details to the customer or inform the OM to send the truck and driver details.
  3. The TM will ensure that the trucks are ready for loading at the company’s yard with all necessary customer requirements e.g. [trial doors, jali, tribal (transit or plane), Belts, chains, tarpaulin and trucks and driver safety measures like [hamlet, safety shoes and jacket,] which differs from each company.
  4. The OM/TM will ensure that driver signed our RSU driver contract, if driver doesn’t sign it, that truck will not be loaded unless it is guarantee by some body, otherwise any problem happened to the loads cargo (loss, stolen, damaged) due to fail sign the driver agreement or guarantee person, then the TM &OM will be responsible. Guarantee person must be approved by the Chairman (Adil) or the Deputy.
  5. The TM will be responsible for the driver agreement to get signed from driver with the follow up of the OM.
  6. The OM/TM will send the truck details (driver, truck, tel details) to the customer as soon as possible before one day or on the same day beginning morning before 12 afternoons.
  7. The OM/TM will send the driver, truck, tell details to RSU office via tel, what’s, email as soon as possible before one day or on the same day morning before 12 afternoon.
  8. The TM will be responsible to send all truck, driver details and packing list number to RSU office on the same day of loading.
  9. The TM or OM will ensure that trucks reach our customer location by informing the driver to be there at 7 am mooring, by calling them early morning 6 am and also by informing them about the Punishment as per (RSU Driver Agreement).
  10. The OM/TM will ensure that the driver will load fast on the same date as soon as possible.
  11. The TM or OM will update the customers about the driver’s destination in each border clearance [i.e. UAE, SAUDI, KUWAIT, QATAR,] and finally when the cargo off loaded and the driver should get the DO signed and stamped from the offloading company and send the photo of the approved DO to the TM/OM through the What’s UP, then photo of the stamped DO will be mailed to the customer.
  12. Send the stamped photo of the delivery note to the customer through e-mail as soon the D.O is sent by the driver through what’s app TM of RSU.
  13. The TM should keep posted on the movement of the trucks and their destination to the company or the RSU’S office [what’s app] (UAE, Shaklee, Alsala, Bataha, Qatar, Kuwait).
  14. The drivers will update RSU’S OM/TM first, if there is any delay in the journey or Truck break down an issue in the border clearance, TM/OM will inform Chairman or Deputy and then Chairman or Deputy will decide or discuss with the OM and the TM to inform RSU customer.

C. Third Phase: TM/FM Delivery Note Collection:

  1. The Financial Manager will announce when the delivery note is due and will ask the TM to collect the delivery notes from the driver as soon as per the arrival of the truck as per (As per RSU driver contract agreement).
  2. The TM should make sure to announce to the chairman for the expected payment for the loads one day before so that he can make the payment to the driver.
  3. The TM should make sure that delivery notes papers are signed stamped at the offloading point, and he should ensure that there is no damage or missing of loads
  4. The TM will ensure that all packing list (DO) and border clearance papers are exactly stamped and signed by the customer and customs before making the payment for loads.
  5. The TM should ensure that he records all driver and delivery note details on the cash slip (delivery note book) before we make any payment.
  6. The TM should put all the received delivery notes separately in one file.
  7. Once the TM received a number of delivery notes papers, he should submit them immediately to the FM in the next day at 8 am morning foe issuing the invoice.
  8. After issuing the invoice, TM should give the statement of account (Hisab) to the FM and according to RSU policy.
  9. The FM should make the invoice in the same day and get it checked & singed from the chairman or OM and submit the invoices to the TM.
  10. The TM should make sure to submit the invoices to the customer on the same day or the next date after issuing the invoices.

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