The Order Point of Contact (POC) is the designated individual within a GSA Schedule contractor’s organization who is responsible for managing all aspects of incoming orders placed under the Multiple Award Schedule (MAS) contract. This includes coordinating fulfillment, tracking delivery, communicating with government buyers, and ensuring the accurate and timely processing of transactions.
The Order POC serves as the primary interface between the contractor and the ordering agency once a purchase has been initiated. This role is essential for maintaining customer satisfaction, ensuring compliance with contractual obligations, and supporting the contractor’s performance reputation in the federal marketplace.
Responsibilities of the Order POC
The Order POC handles a wide range of critical tasks related to order execution and customer communication. Common responsibilities include:
- Receiving and acknowledging orders from GSA Advantage!, eBuy, or direct from agency buyers
- Confirming order details, including quantities, pricing, delivery terms, and payment terms
- Coordinating internal fulfillment processes (inventory, packaging, service scheduling, etc.)
- Providing delivery updates and tracking information to government buyers
- Managing order changes or cancellations in coordination with the buyer
- Responding promptly to inquiries related to order status or technical specifications
- Ensuring timely and accurate invoicing, often through platforms like WAWF or G-Invoicing
- Escalating issues to contract managers or compliance officers when needed
The Order POC ensures smooth post-award execution and contributes directly to a contractor’s CPARS and overall contract performance profile.
Required Information in GSA Systems
Contractors must identify and maintain accurate Order POC information in relevant GSA platforms, including:
- GSA Advantage!: Contact information is displayed with catalog listings and is visible to government buyers at the point of sale
- SAM.gov: Basic entity information, including business POCs, must be up to date
- eLibrary: Publicly displays contractor POCs associated with MAS contract management
- eBuy: Ensures timely receipt of communications related to RFQs and orders
The Order POC should be accessible during standard business hours and capable of responding promptly to buyer requests.
Qualifications of an Effective Order POC
To be effective, an Order POC should have:
- Strong understanding of GSA MAS contract terms and ordering procedures
- Familiarity with agency delivery expectations and compliance obligations
- Excellent communication and organizational skills
- Authority to coordinate order fulfillment across internal teams or external suppliers
- Access to systems for order tracking, billing, and reporting
For service-based contractors, the Order POC may also coordinate with technical or project leads to deploy personnel or initiate service delivery in accordance with the contract.
Best Practices
- Monitor incoming orders daily, especially from GSA Advantage! and eBuy
- Respond to buyers within 24 hours whenever possible
- Document all communications and keep clear records for audit purposes
- Maintain backup personnel to ensure coverage during absences or holidays
- Collaborate with pricing, logistics, and compliance teams to address questions or issues
- Ensure catalog listings and delivery terms accurately reflect current operational capabilities
Distinction from Other Points of Contact
It is important to distinguish the Order POC from other GSA-related roles:
- Contract Administrator: Manages the contract itself, including modifications, pricing, and compliance
- Authorized Negotiator: Has legal authority to negotiate and sign contract documents
- Sales Reporting POC: Handles quarterly sales reporting and IFF payments
- Billing/Invoicing POC: Manages invoicing systems and financial submissions
Each role has distinct responsibilities. In smaller companies, one person may fulfill multiple roles; however, GSA prefers role-specific contact assignments to ensure clarity and accountability.
Conclusion
The Order Point of Contact (POC) plays a vital role in ensuring seamless execution of GSA Schedule orders. By acting as the main liaison between the contractor and the buying agency, the Order POC helps deliver timely, compliant, and customer-focused service. Maintaining a reliable and responsive Order POC is essential to contract performance, customer satisfaction, and long-term success in the federal marketplace.
