Customer Service Representative

Title: Customer Service Representative (WORD version ) (Customer diagram)

Industry: Direct Mail

Function: Customer Service

Value-Added Results/Weights Performance Standards

Job definitions (25%)
• Advice given on future jobs

• Consultation provided to sales & print production

• Expert advice provided to outside clients
• Supervisor is satisfied that:
• Advice is consistent with Domestic Mail Manual (DMM).

• Internal experts verify the information.

• Based on a supervisor survey, the requesters say that:

• The information given is understandable.

• All information requested was given.

• Exceeds = Rep initiates sending written documentation or an example to back up the discussion; Rep initiates recommendations for improving the job.

Answers to questions and solved problems (25%) • Supervisor is satisfied that:
• Answers are consistent with DMM.

• Internal experts verify the information.

• Based on a supervisor survey, the requesters say that:

• The information given is understandable.

• All information requested was given.

• Exceeds = Rep initiates sending written documentation or an example to back up the discussion. Rep initiates recommendations for improving the job.

• Based on a supervisor survey, the requesters say that:

• Rep provides information or status update by agreed-upon deadline.

• Solutions to problems • For problems that affect cost or schedule in a significant way, the salesperson and supervisor are satisfied that the:
• Problem is solved the first time.

• Solution doesn’t cause another problem.

• Client was never aware of the problem.

• Solution doesn’t require supervisor involvement.

• Exceeds = Solution doesn’t have any negative impact on job cost or schedule; multiple options with pros/cons and recommended solution are provided to solve the problem.

Supervisor is satisfied that the:

• Rep is trying to solve the problem on his/her own before coming to supervisor for help.

• Rep came to supervisor when he/she couldn’t solve the problem.

• Exceeds = Rep initiates ideas that anticipate or prevent problems.

• Exceeds = Rep offers to help in an area that isn’t part of his/her responsibility.

• Salesperson is satisfied that the problem is solved by agreed-upon deadline.

All involved parties have up-to-date schedule information (25%) • Recipients of schedule information are satisfied that:
• Information arrived in time to prevent a schedule problem.

• They got the information as soon it was available.

• Exceeds = Updated schedule is provided in writing.

Jobs coordinated through systems and programming (7%)
• Provided production control requirements
• No more than 1—2 production controls/year which are inaccurate as judged by the systems analyst and supervisor.
• No more than 1—2 production controls/year issued later than 48 hours after receipt of all information (unless recipient agrees it can be late).

• Reviewed output • Salesperson and client are satisfied that:
• All data requested on sales order is present.

• The data lines up correctly.

• The placement of fill is aesthetically pleasing.

• The output is in compliance with postal rules and regulations.

• The print is clear and dark.

• The counts are within expected ranges.

Jobs coordinated through computer center (7%)
• Reviewed output
• Salesperson and client are satisfied that:
• All data requested on sales order is present.

• The organization of data matches sales order instructions.

• The data lines up correctly.

• The placement of fill is aesthetically pleasing.

• The output is in compliance with postal rules and regulations.

• The print is clear and dark.

• The counts are within expected ranges.

• The tracks and density of media are correct.

• The method of shipment is correct.

Jobs coordinated through letter shop (7%)
• Provided Detailed Steps and Costs (DS&Cs)
• No more than 1—2 DS&Cs/year provided later than 72 hours prior to production startup (unless recipient agrees it can be late).
• No more than 1—2 DS&Cs/year where letter shop production analyst, salesperson, client or supervisor is not satisfied that:

• All operations are covered.

• All sections of DS&C are filled in.

• Step in Process (SIP) numbers are provided.

• Example of label placement is included.

• Material description form is included.

• DS&C matches the instructions on sales order.

• Function codes are used correctly.

• The production analyst doesn’t ask questions about the instructions and no job is done incorrectly because of vague instructions.

• Exceeds = Included a sample for folding.

Backup/overload assistance (4%)
• Updated list of backup tasks and instructions

• Organized office

• Trained backup person
• Supervisor satisfied with backup support.
• Backup person is familiar with the job responsibilities and where things are located.

• Person being backed up is satisfied that:

• Work was done consistent with the training.

• No problems were created because of backup person’s actions.

• No work that the backup person was trained to handle piled up.

• Completeness of notes and update from backup person.

• Exceeds = Backup person offers to back up 1 day after you’ve returned from vacation.

Customer Diagram: Customer Service Representative

Value-Added Results/Weights	Performance Standards
Job definitions (25%) • Advice given on future jobs • Consultation provided to sales & print production • Expert advice provided to outside clients	• Supervisor is satisfied that: • Advice is consistent with Domestic Mail Manual (DMM). • Internal experts verify the information. • Based on a supervisor survey, the requesters say that: • The information given is understandable. • All information requested was given. • Exceeds = Rep initiates sending written documentation or an example to back up the discussion; Rep initiates recommendations for improving the job.
Answers to questions and solved problems (25%)	• Supervisor is satisfied that: • Answers are consistent with DMM. • Internal experts verify the information. • Based on a supervisor survey, the requesters say that: • The information given is understandable. • All information requested was given. • Exceeds = Rep initiates sending written documentation or an example to back up the discussion. Rep initiates recommendations for improving the job. • Based on a supervisor survey, the requesters say that: • Rep provides information or status update by agreed-upon deadline.
• Solutions to problems	• For problems that affect cost or schedule in a significant way, the salesperson and supervisor are satisfied that the: • Problem is solved the first time. • Solution doesn’t cause another problem. • Client was never aware of the problem. • Solution doesn’t require supervisor involvement. • Exceeds = Solution doesn’t have any negative impact on job cost or schedule; multiple options with pros/cons and recommended solution are provided to solve the problem. Supervisor is satisfied that the: • Rep is trying to solve the problem on his/her own before coming to supervisor for help. • Rep came to supervisor when he/she couldn’t solve the problem. • Exceeds = Rep initiates ideas that anticipate or prevent problems. • Exceeds = Rep offers to help in an area that isn’t part of his/her responsibility. • Salesperson is satisfied that the problem is solved by agreed-upon deadline.
All involved parties have up-to-date schedule information (25%)	• Recipients of schedule information are satisfied that: • Information arrived in time to prevent a schedule problem. • They got the information as soon it was available. • Exceeds = Updated schedule is provided in writing.
Jobs coordinated through systems and programming (7%) • Provided production control requirements	• No more than 1—2 production controls/year which are inaccurate as judged by the systems analyst and supervisor. • No more than 1—2 production controls/year issued later than 48 hours after receipt of all information (unless recipient agrees it can be late).
• Reviewed output	• Salesperson and client are satisfied that: • All data requested on sales order is present. • The data lines up correctly. • The placement of fill is aesthetically pleasing. • The output is in compliance with postal rules and regulations. • The print is clear and dark. • The counts are within expected ranges.
Jobs coordinated through computer center (7%) • Reviewed output	• Salesperson and client are satisfied that: • All data requested on sales order is present. • The organization of data matches sales order instructions. • The data lines up correctly. • The placement of fill is aesthetically pleasing. • The output is in compliance with postal rules and regulations. • The print is clear and dark. • The counts are within expected ranges. • The tracks and density of media are correct. • The method of shipment is correct.
Jobs coordinated through letter shop (7%) • Provided Detailed Steps and Costs (DS&Cs)	• No more than 1—2 DS&Cs/year provided later than 72 hours prior to production startup (unless recipient agrees it can be late). • No more than 1—2 DS&Cs/year where letter shop production analyst, salesperson, client or supervisor is not satisfied that: • All operations are covered. • All sections of DS&C are filled in. • Step in Process (SIP) numbers are provided. • Example of label placement is included. • Material description form is included. • DS&C matches the instructions on sales order. • Function codes are used correctly. • The production analyst doesn’t ask questions about the instructions and no job is done incorrectly because of vague instructions. • Exceeds = Included a sample for folding.
Backup/overload assistance (4%) • Updated list of backup tasks and instructions • Organized office • Trained backup person	• Supervisor satisfied with backup support. • Backup person is familiar with the job responsibilities and where things are located. • Person being backed up is satisfied that: • Work was done consistent with the training. • No problems were created because of backup person’s actions. • No work that the backup person was trained to handle piled up. • Completeness of notes and update from backup person. • Exceeds = Backup person offers to back up 1 day after you’ve returned from vacation.