Customer Pickup Workflow — End-to-End SOP¶

This document describes the complete customer pickup workflow, from the moment a pickup is scheduled to the customer follow-up after material is processed. It's the reference for drivers, dispatchers, CSRs, and warehouse staff to ensure every pickup is consistent, safe, documented, and drives the customer relationship forward.

Audience: All roles involved in pickup execution — CSR, Dispatcher, Driver, Warehouse Receiver, Manager

Related: - Daily Opening & Closing Checklists — fleet pre-trip / post-trip inspection - Material Acceptance Criteria — what we take, what we refuse - DOT Compliance — driver and vehicle requirements - Data Destruction Procedures — HIPAA and NIST 800-88 workflow for data-bearing devices - HIPAA Compliance Policy — chain of custody requirements

Stage 1: Pickup Request & Scheduling (CSR)¶

1.1 Request intake¶

A pickup request can arrive via: - Existing customer calls the front desk - Existing customer uses the website form - Existing customer responds to a pickup blast email ("Yes, I need a pickup") - CSR outbound call from Queue A/B reaches a customer who wants service - New prospect contacts via website chat (Sam) or direct call - Walk-in / drop-off at the yard (not a pickup, but still needs CSR intake)

1.2 Information to capture¶

Before scheduling, the CSR must capture:

Customer details (verify against existing record in Odoo): - Business name + DBA if different - Physical address (not just billing) - Primary contact name and title - Best phone number for day-of coordination - Email for confirmation and certificate delivery

Material details: - What type of material (electronics, scrap metal, specific devices) - Approximate volume (number of pallets, boxes, or lbs if known) - Location on the customer's property (loading dock, basement, specific floor) - Data destruction required? (any hard drives, SSDs, phones, tablets, medical devices) - Hazmat items? (CRTs, batteries, mercury lamps) - Special handling (elevator access, stairs only, restricted hours, security escort required)

Logistics: - Preferred pickup window (date range + time window) - Site access requirements (gate code, check-in desk, loading dock hours) - Equipment needed on our side (forklift? pallet jack? tail lift?) - Estimated time needed at the site

Compliance flags: - Is this a HIPAA-covered entity (hospital, medical office, dentist, insurance, pharmacy)? - Do they require a BAA (Business Associate Agreement)? - Do they require a specific destruction certificate format? - Do they need us to fill out vendor paperwork or provide W-9 / COI before pickup?

1.3 Enter the pickup in Odoo¶

Use the Add a Note wizard in the customer's CRM record. The wizard creates a customer.pickups record linked to the customer.

Set: - Stage: expected - Date: the agreed pickup date - Service window (if tight): set only if required; see Service Window Policy - Assigned truck: auto or manual assignment per scheduling rules - Notes: everything the driver needs to know (access, contact, material description)

1.4 Confirm back to the customer¶

Verbal or written confirmation of date/window
Set expectations: "We're scheduled for Wednesday. Our driver [[name if known]] will call 30 minutes out. The window is 1-4 PM."
If the customer requires any pre-pickup paperwork (BAA, COI, W-9), note who is sending it and by when

1.5 Pre-pickup compliance paperwork¶

For HIPAA-covered customers: - BAA must be signed BEFORE pickup — verify it exists in DMS - If not, route to management for signature before scheduling - Do NOT accept data-bearing material without a BAA in place for HIPAA-covered entities

For first-time institutional customers (schools, government, hospitals): - W-9 if they need one for their payment processing - Certificate of Insurance (COI) if they require proof of our coverage - Vendor registration in their procurement system (if applicable)

Stage 2: Day Before Pickup (Dispatcher)¶

2.1 Route finalization¶

The dispatcher reviews tomorrow's scheduled pickups and:

Confirms all pickups are on the correct truck based on route optimization
Verifies each customer's access requirements and special notes
Prints or digitally delivers the route manifest to the driver
Confirms weight / time / box constraints are within truck capacity

2.2 Customer day-before call or text¶

For any pickup that's: - A new customer - A large pickup (truckload or close) - A HIPAA-covered entity - Outside normal service windows - Requiring coordination (loading dock, security, elevator)

The dispatcher (or CSR) calls or texts the day before to confirm: - "We're still on for tomorrow at [time]" - "Is the material still ready?" - "Any change to the volume or contact?" - "Anything we should know about access?"

For routine pickups from regular customers, this call is optional but always appreciated by the customer.

2.3 Driver briefing¶

Driver reviews the route before the morning: - Total stops and expected time per stop - Any special-handling stops (HIPAA, hazmat, restricted access) - Truck capacity check — any stop that risks overflowing the truck flagged - First stop departure time - Lunch and fuel planning

Stage 3: Morning of Pickup (Driver + Dispatch)¶

3.1 Pre-trip (from daily checklist)¶

Driver performs the full DVIR pre-trip inspection per Daily Checklists. Cannot skip.

3.2 Paperwork in truck¶

Every truck should have for every pickup: - Customer contact info (printed from manifest) - Any required forms (blank BAA if signing on-site, destruction certificates template, weight tickets) - Driver's DOT medical card, CDL, insurance, registration - Spill kit, first aid kit, fire extinguisher, PPE

3.3 30-minute call before arrival¶

Driver calls the customer contact 30 minutes before arrival at each stop. This is non-negotiable for: - First-time customers - Hospitals, schools, offices where access coordination matters - Any stop where the contact needs to meet the driver

For routine regular customers with open-dock access, the 30-minute call is skipped.

Stage 4: Arrival at Customer Site¶

4.1 Check-in¶

Arrive at the facility and park where directed
Identify yourself — "Hi, I'm [name] from Scott Recycling. We're here for the pickup."
Sign in at reception if required (many hospitals, schools, government facilities require this)
Get escorted to the pickup location if required
Wear PPE appropriate to the facility (safety glasses, high-vis vest, steel-toe boots — always in our truck)

4.2 Greet the customer contact¶

Professional greeting, confirm you're there for the agreed pickup
Confirm the scope: "We're picking up [X] today, correct?"
Ask about any changes from what was scheduled
Ask if there's a specific place they want you to load from

4.3 Material assessment¶

Before loading anything, the driver verifies:

Is the material what we agreed to pick up? (Scope creep happens — if they added items not on the manifest, accept only if they fit Scott Recycling's Material Acceptance Criteria and time permits)
Any items we should refuse? (Hazmat we don't handle, liquid waste, items that are NOT e-waste)
Data-bearing devices properly identified? (Ask about laptops, desktops, servers, phones, tablets, hard drives)
Safety concerns? (Lithium batteries visibly damaged, CRTs loose, obvious hazards)

If the customer has added items outside of our acceptance criteria: - Politely decline: "Unfortunately we're not able to take [item] because [reason]. Here's a referral to [appropriate recycler / disposal service]." - Document the refusal in the pickup notes — what was refused and why - Don't make exceptions without manager approval

4.4 Scope verification for HIPAA / data destruction¶

For HIPAA-covered or data destruction customers, the driver must: - Verify the BAA is in place (dispatcher confirms this before the pickup is loaded on the truck) - Begin chain of custody — record intake time, customer contact name, weight, item count - Bag/box/tag data-bearing devices separately from other e-waste - Lock the storage compartment in the truck if possible - Never combine multiple customers' data-bearing material during the same route without explicit separation

Stage 5: Loading¶

5.1 Safety first¶

Review the area for hazards (wet floors, congested areas, drop-offs)
Pallet jack / dolly used for heavy items — no manual lifting above 50 lbs alone
Two-person lifts for anything over 50 lbs
CRTs handled with care — lead content + fragile glass
Batteries handled with extra care — especially visibly swollen or damaged lithium-ion

5.2 Weighing (if possible on-site)¶

If the customer has a scale available or we have a portable scale: - Weigh the material on-site - Record the weight in the pickup notes - Customer signs the weight ticket

If no on-site scale: - Weight will be captured at the warehouse on arrival - Driver notes an estimate for dispatcher capacity tracking

5.3 Documentation¶

During loading, document: - Photos of the material before and after loading (for data destruction customers especially — this is chain of custody evidence) - Item count if feasible (pallets, boxes, loose items) - Any damaged items (so we can document condition on arrival at warehouse) - Contamination (trash mixed in, non-e-waste items) — note for the customer and for warehouse

5.4 Chain of custody for data destruction¶

For HIPAA or high-security data destruction: 1. Driver counts items as they're loaded 2. Customer signs off on the count 3. Items sealed/tagged in secure transport containers 4. Photos of sealed containers taken 5. Chain of custody form filled out (from sr_ewaste_compliance module) or paper form 6. Customer receives a copy of the chain of custody form 7. Driver's copy goes back to the warehouse with the material

Stage 6: Departure from Customer Site¶

6.1 Hand off documentation¶

Before leaving: - Weight ticket (if weighed on-site) - Pickup receipt — copy for customer - Chain of custody form — copy for customer (if data destruction) - Destruction certificate — issued separately after processing, not at pickup time - Business card or contact info for follow-up questions

6.2 Thank the customer¶

Simple, genuine, brief: - "Thank you for choosing Scott Recycling." - "Is there anything else I can help with today?" - "If you have any questions, call the office at [number]." - "We appreciate your business."

For whale / strategic customers, consider: - A small thank-you gesture (Scott Recycling branded pen, water bottle, or similar) — NOT anything that could be construed as a kickback for government customers - A note card from Dan for major contract milestones

6.3 Update the pickup status in the driver portal¶

As soon as practical (in the truck after leaving, before the next stop): - Mark the pickup as completed in the driver portal - Enter the on-site weight if captured - Note any exceptions (items refused, scope changed, customer issues) - Note if the customer was unhappy about anything

6.4 Drive safely to next stop or back to yard¶

Follow all DOT HOS rules
Fuel up as needed
Take breaks per fatigue management guidelines

Stage 7: Warehouse Intake¶

7.1 Arrival at the warehouse¶

Driver backs truck to the appropriate dock
Warehouse receiver is notified (via intercom, radio, or Odoo notification)

7.2 Unloading¶

Material unloaded per the warehouse SOP — by customer, preserving chain of custody separation
On-site weight compared to final warehouse weight (discrepancies investigated — might indicate missing material, scale calibration issue, or data entry error)
HIPAA / data destruction items go directly to secure cage, not the general sorting area
Damaged items flagged for processing decision
Photos taken of the offloaded material (chain of custody)

7.3 Odoo updates¶

Warehouse receiver updates the customer.pickups record: - Stage: next_end or completed - Actual weight: captured from warehouse scale - Box details: if box breakdown is captured - Contamination / issues: any exceptions noted - Chain of custody: transferred from driver to receiver in sr_ewaste_compliance if using the module

7.4 Driver debrief¶

If there were issues at the pickup site (unexpected material, unhappy customer, access problems, unsafe conditions), the driver reports them: - Verbally to dispatch or manager - In writing in the pickup notes - Flagged for CSR follow-up with the customer

Stage 8: Post-Pickup Follow-up (CSR)¶

8.1 Day-of confirmation¶

For high-value or first-time customers, the CSR sends a confirmation message the same day: - Email thanking them and confirming the pickup happened - Next steps — if they're waiting on destruction certificates, reports, or final invoice, tell them when to expect it - Feedback request — "How did we do? Any issues or suggestions?"

8.2 Certificate delivery¶

For data destruction customers: - Chain of custody: delivered at pickup time (driver gives it to them) - Destruction certificate: delivered AFTER destruction is complete at the warehouse - Generated from sr_ewaste_compliance module - Emailed to the customer contact - Hard copy mailed if requested (common for government / healthcare) - Filed permanently in the customer record

8.3 Invoice / billing¶

Handled by finance separately — but CSR should flag any special billing requirements captured at the pickup stage.

8.4 Next pickup scheduling¶

For regular / recurring customers: - CSR schedules the next pickup based on historical frequency (the call queue system in sr_management_fixes auto-calculates this) - For large customers, CSR proactively asks "When do you want to see us next?" - Notes on this pickup feed into the next visit's briefing

8.5 Review request (optional)¶

For customers who clearly had a positive experience: - CSR asks for a Google Business Profile review ("If you enjoyed the service, would you mind leaving us a review? It really helps us reach more businesses that need recycling services.") - Send a review link via email or SMS - Track review requests in the customer record so we don't pester

8.6 Escalation for issues¶

If the pickup had any issues: - Angry customer? → Manager calls within 24 hours, apologizes, offers resolution - Missing items? → Investigation, chain of custody review, CSR follow-up - Damaged items? → Document, decide on replacement / credit / write-off - Safety concern at the customer site? → Flag for future pickups, possibly decline future service if chronic

Stage 9: Long-term Customer Care¶

9.1 Customer record updates¶

After every pickup, the customer record in Odoo should reflect: - Latest pickup date - Average pickup frequency (auto-computed) - Any notes from the driver or receiver - Current queue assignment (A/B/C/D based on the call queue system)

9.2 Periodic account review¶

For whale / Tier 1 customers: - Quarterly check-in call from a named rep or Dan - Annual review — total volume, total revenue, any service changes, any new services to offer - Proactive re-engagement if the customer's pickup frequency drops

For Tier 2-3 customers: - Automated re-engagement via pickup blast emails when they approach their typical gap - CSR outreach when they enter Queue A (computed by the automated call frequency system)

9.3 Upsell / cross-sell¶

Opportunities to grow the customer relationship: - Data destruction services if they weren't using it before - Scheduled recurring pickups (vs. ad-hoc) for predictable revenue - Additional facilities (schools often have multiple campuses, hospitals have multiple buildings) - Certificate programs for compliance-driven customers (sustainability reports, diversion rates)

Exception Scenarios¶

Customer not available / no-show¶

If the driver arrives and the customer is not ready or not present:

Call the primary contact — maybe they forgot or are delayed
Wait up to 15 minutes if a contact is en route
If still no access: document the no-show, take photos of the exterior, drive on
Report to dispatch — reschedule or bill a no-show fee per policy
CSR follow-up the next business day to reschedule

Material exceeds truck capacity¶

If the customer has more than the truck can carry:

Load what fits, prioritizing high-value or HIPAA items
Schedule a second pickup for the remainder
Communicate clearly — "We'll be back on [date] for the rest"
Document the split in Odoo so nothing is lost

Disputed items or unclear ownership¶

If there's any question about whether material is legitimately the customer's to give away:

When in doubt, decline and defer to the customer's manager or facility owner
Get written authorization before taking anything where ownership is unclear
Document everything

Safety hazard at the site¶

If the pickup site has a significant safety hazard:

Do not compromise driver safety to complete the pickup
Document the hazard, take photos
Report to dispatch
Decline the pickup if the hazard is severe
CSR follow-up with the customer to explain and find a safer alternative

Suspected stolen property¶

If the material appears to be stolen (serial numbers removed, customer evasive, unusual quantity from unexpected source):

Do not accept without management approval
Document the concern
Call dispatch
If already accepted and concerns arise later, preserve the material and notify police non-emergency

Metrics & Continuous Improvement¶

Track these per-pickup to refine the process over time:

On-time arrival rate — target: 95%+
30-minute call compliance — target: 100% for qualifying stops
Material discrepancy rate (on-site estimate vs. warehouse actual) — target: <5% variance
Customer complaint rate — target: <1% of pickups
Repeat customer rate — customers who schedule additional pickups within 6 months
Google review rate — reviews received per 100 pickups (not everyone leaves reviews, but the rate indicates service quality)

These feed into sr_operations_kpi dashboards and daily/weekly management reviews.

Training & Onboarding¶

New drivers should shadow an experienced driver for at least 5 full pickup days before running routes solo. Topics to cover during shadowing: - Pre-trip inspection - Route navigation - Customer greeting and communication - Loading techniques - Documentation - Handling exceptions - Using the driver portal in Odoo - Daily close-out

New CSRs should: - Shadow an experienced CSR for at least 2 weeks - Practice the Add a Note wizard with test data - Role-play customer calls including difficult scenarios - Learn to identify HIPAA / institutional customers vs. general commercial - Understand the material acceptance criteria cold

Review Schedule¶

Quarterly: Dispatch and operations review of recent pickup data for process gaps
Annually: Full SOP review with driver + CSR + warehouse input
Incident-triggered: Any significant customer complaint or safety issue triggers an immediate SOP review for the relevant stage

Document History¶

Date	Change	Author
2026-04-13	Initial version	Dan (via master plan item B5)