Product Overview

Summary: This Standard Operating Procedure sets out a clear, end‑to‑end process for handling large orders from corporate tyre clients, from initial quotation through to delivery, invoicing, and after‑sales support. It is designed for Australian tyre retailers, wholesalers, and service providers who need consistent, scalable processes to meet strict corporate service level agreements while protecting margins and brand reputation.

Large orders from corporate tyre clients – such as fleets, government agencies, leasing companies, and national accounts – come with higher expectations, tighter timeframes and more complex pricing and compliance requirements than standard retail sales. Without a structured approach, businesses can quickly encounter errors in quoting, stock allocation, fitment scheduling, and invoicing, leading to margin leakage, disputes, and reputational damage. This Standard Operating Procedure provides a detailed, repeatable framework to manage these high‑value orders consistently across branches and teams.

The document walks through each stage of the corporate order lifecycle: qualifying and verifying the client and contract terms, preparing accurate quotations, confirming availability across multiple locations, coordinating logistics and fitment, managing variations and substitutions, and ensuring that billing, reporting and post‑sale follow‑up all align with corporate agreements and Australian business obligations. It addresses the operational realities of the tyre industry, including managing backorders, coordinating with third‑party fitment partners, tracking tyre age and batch details, and meeting fleet safety and service requirements. By implementing this SOP, tyre businesses can lift service standards for corporate clients, reduce rework and disputes, and create a scalable process that supports growth across the Australian market.

Key Benefits

• Standardise the handling of large corporate tyre orders across all branches and teams.
• Streamline communication between sales, operations, logistics, and finance to reduce delays and errors.
• Protect profit margins through consistent application of agreed pricing, discounts, and service level terms.
• Improve corporate client satisfaction and retention by reliably meeting service level agreements and delivery timeframes.
• Provide a defensible audit trail for large orders, supporting internal governance and external client reporting.

Who is this for?

• Branch Managers
• Operations Managers
• Corporate Account Managers
• Sales Managers
• Tyre Wholesale Managers
• Fleet Services Coordinators
• Customer Service Team Leaders
• Logistics and Dispatch Coordinators
• Business Owners in Tyre Retail and Service
• National Key Account Managers

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms (Corporate Clients, SLAs, National Accounts, Fleet Orders)
• 3.0 Roles and Responsibilities (Sales, Branch, Logistics, Finance, Account Management)
• 4.0 Corporate Client Verification and Contract Review
• 5.0 Large Order Intake and Qualification Process
• 6.0 Pricing, Discounts and Margin Approval Workflow
• 7.0 Stock Availability, Allocation and Backorder Management
• 8.0 Coordination with Branches, Warehouses and Fitment Partners
• 9.0 Order Confirmation and Client Communication Protocols
• 10.0 Scheduling, Delivery and Fitment Coordination
• 11.0 Variations, Substitutions and Out‑of‑Stock Contingency Management
• 12.0 Invoicing, Rebates, and Credit Management for Corporate Clients
• 13.0 Reporting Requirements for Corporate and Fleet Clients
• 14.0 Recordkeeping, Data Management and Privacy Considerations
• 15.0 Issue Resolution, Complaints Handling and Escalation Pathways
• 16.0 Performance Monitoring, KPIs and Continuous Improvement
• 17.0 Training, Induction and Competency Requirements
• 18.0 Document Control and Review History

Legislation & References

• Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010)
• Fair Work Act 2009 (for rostering and workload management related to large orders)
• Privacy Act 1988 (as it relates to managing client and fleet data)
• AS ISO 10002:2018 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations
• AS ISO 9001:2016 Quality management systems – Requirements
• Heavy Vehicle National Law (HVNL) – Chain of Responsibility (where tyre supply and fitment are part of fleet servicing obligations)