Capable of dealing with some hundred daily phone calls, for order-taking but also for inquiries (10% of calls), request for information about the follow-up or confirmation of delivery dates (20%), or for complaints (10%) ; after having checked the identity of the caller, they start the order-taking process, or conduct requests by transmitting them most of the time to the services concerned (representatives, accounting, preparation or expedition workshops, Unit Manager). The procedure seems today rudimentary: Only the orders from listed clients and that are not on the black list, are taken into account. Orders are accepted under the only condition that the presence in stock of the products asked is checked. In case of outage or stock level appearing to be low, the operator enquires by phone to the warehouse or preparation workshop as to be sure of the true availability, and if not, of the date of the forthcoming arrival of the product in question. Even though taken into account, the delivery date wished by the client cannot be guaranteed right away. The delivery date will be planned by the preparation workshop, depending on its production planning.