How to Order DOLE® Soft Serve
*A guest blog by Jennifer Kent, Customer Service Manager Kent Precision Foods Group
Very often, we get questions from our social media followers about “How to Order” our products. A customer can order from us a few different ways. When we say “customer” we are talking about foodservice distributors, not individual end users. A foodservice distributor is a company that buys, stores, sells, and delivers tens of thousands of food products as well as non-food restaurant supplies to restaurants, hospitals, military bases, colleges and universities and specialty food stores across the nation.
Orders can be placed in a variety of ways:
1. EDI – Electronic data transfer. The order data gets transmitted to us from the customer directly. Once it hits our system, we check to make sure the items, pricing, address, etc. all match and process according to our standard lead times. We receive around 50-60% of our orders via EDI.
2. Fax – Customers can order by sending their PO (purchase order) to our order fax number (314-567-7421). The customer service representatives then enter the order into our system and double check that the pricing in the system matches the customer’s PO. The order is then released to the warehouse and processed according to our standard lead times. This is the second most popular way for customers to place their orders.
3. Email – Some customers send their POs via email. They usually send them directly to the customer service representative that is assigned to their account. The rep then enters the order and follows the same process as the above.
4. Phone – We do have a few customers who still call in their orders. We discourage this as we prefer to have a PO that we can refer to that shows the pricing, address, item number and expected delivery dates. If customers don’t have the ability to use one of the above methods to order, we will take their order via the phone. These calls usually get routed to the appropriate customer service representative who takes the order and processes it as with the above methods.
After the order is placed, it is assigned for entry depending on what products are ordered and what region they’re in. For instance, our Foodservice Sales is divided into seven regions. When we receive an order for our foodservice products, the order is entered by the customer service representative assigned to support that region. The same is true across all segments of our business: Foodservice, Consumer Packaged Goods, Personal Nutrition Solutions, Custom and Industrial.
Our standard lead times apply to all orders, no matter the method in which the order was received. For regular stocked items, our lead time is five full business days from order receipt to order shipment and 10-13 full business days from order receipt to order delivery. Orders that are picked up by the customer or for which they arranged their own freight, can be picked up after five full business days from receipt of the order. For made-to-order items, our lead time is three to four weeks to allow time for the item to be fit into the production schedule. Orders are invoiced on the next business day following shipment.
We believe that following the above processes and lead times allows us to service our customers in the most efficient way possible. The lead times allow us to avoid most stock shortages and to fill as many orders as possible in full and in a timely manner.
To speak to a Kent Precision Foods Group customer service representative, please call our toll-free number (800) 442-5242.