The number one expectation is pleasing the customer. They should be empowered to do that.
Fast, friendly, and accurate service.

Sales and CSR staff answer all questions and respond to customer’s questions as quickly as possible. Even if more research is needed, the staff is expected to follow up and let the customer know that you are still working on the problem. The “Sunshine Law” is in effect, which states that all customers will be responded to before the sunset, if not sooner.

As a good number of art or production challenges are due to missing or inaccurate information, it is the Sales and CSR’s responsibility is to ensure other departments have everything they need to do the job correctly, accurately and as quickly as possible. If anyone ever comes up front and asks, “Hey, what’s this mean?”, it means that the order instructions were not clear enough.

If all tasks have been handled, the staff is expected to contact customers that haven’t ordered lately and see if we can help them.
Sales and CSR’s are 100% responsible for managing all aspects of their orders in the system, from start to finish. If an order is delayed for any reason, the expectation is that they will move the ship date out to an appropriate date.

They “own” their orders, and if any challenges arise they should resolve them promptly.