Customer Service & Order Management Flashcards
6 cards from real CLA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service & Order Management flashcards as text
Order management in logistics encompasses which key activity?
Answer: Processing customer orders from receipt through fulfillment and delivery confirmation
Order management covers the end-to-end process of receiving, validating, processing, picking, shipping, and confirming customer orders.
A backorder occurs when:
Answer: A customer's order cannot be filled immediately due to insufficient inventory
A backorder is an unfilled customer demand that must wait until inventory is replenished, creating a service failure that can damage customer relationships.
Cross-docking in distribution helps improve customer service by:
Answer: Moving inbound shipments directly to outbound vehicles with minimal or no storage time
Cross-docking eliminates storage time by transferring freight from inbound to outbound doors, reducing handling, lead time, and cost.
Which fulfillment model ships products directly from the supplier or manufacturer to the end customer, bypassing the retailer's warehouse?
Answer: Drop shipping
Drop shipping allows a retailer to sell products without holding inventory; the supplier ships directly to the customer when an order is placed.
Net Promoter Score (NPS) in logistics measures:
Answer: Customer likelihood to recommend a company's service based on their delivery experience
NPS surveys customers on their willingness to recommend the service, producing a score from -100 to +100 that reflects overall satisfaction and loyalty.
An order promising system in order management uses which inputs to commit to a delivery date?
Answer: Available-to-promise (ATP) inventory and lead time data
Available-to-promise logic checks real inventory positions and supply plans against open orders to determine the earliest date a new order can be committed.