CSR Job Duties, Description 2020 Policy

Job Overview
Customer Service
Year 2020

Customer Service Expectations

Your #1 expectation is pleasing the customer with fast, friendly and accurate service
  • Answer all questions and respond to the customer’s questions as quickly as possible. Even if more research is needed, you are 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.
  • It is the CSR’s responsibility 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 order instructions were not clear enough.
  • 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.
  • CSR’s “own” their orders, and if any problems arise they should resolve them promptly.

Secondary Job Descriptions for CSRs

  • Table Touches: Check-in with customers midway through their orders.
  • Thank you for order calls. 1 week after the order is completed
  • TLC Program 
    1. Schedule appointments for Ken
    2. Go to appointments with Ken
    3. Coordinate WOW orders for Ken
  • Purchase ASI Orders
  • Assist sales reps with locating ASI product

Daily Tasks
Below are some of the daily tasks you will be doing. Creativity and thinking on your feet are very important. Customers come to us for help with their apparel ordering. You will be taking the customer’s vision and making it a reality. Picking out garments, colors, artwork, promo items. Every customer is unique.
  • Daily Tasks
    • Answer the telephone
    • Assist customers in placing their order
    • Enter Orders into Shopworks (order management system) shopworx.com
    • Take customer payments. (use the credit card machine)
    • Assist with customer pickup: Help customers when they come to pick up their order.
  • Sales Support Activities
  • Following-up with New Leads
  • Call and check-in with current customers. Remind them it is time to place a reorder.
  • House Keeping Items:
    • Check out samples
    • Keep the showroom organized. Catalogs on the shelf, WOW boxes. Samples are put away.