Customer Service Representative

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

Industry: Pharmaceutical

Function: Customer Service

Value-Added Results/Weights Performance Standards

Improved return procedures • All returns are done within 4 days.
• No more than 10 errors/month.

Data information recorded • Customer service manager and IS are satisfied that the problem is clearly stated with a solution.
• No undocumented data in notebook.

Complete and correct shipping information • 98% error-free data entry.
• No more than 2 returns/week due to incomplete information.

Recommendations for solving shipping problems • Customer Service Manager (CSM) is satisfied that the recommendations:
• Produce a dollar savings based on auditing of shipping errors.

• Are clearly, concisely and logically written.

Satisfied customers • No more than 90-95% of calls are answered on the first ring.
• No more than 0-5 entry errors/week (shared by team).

Time savings from imparting information • No return calls from customers asking the same question.
• No management involvement in answering the customers’ questions.

Clearly stated non-technical information • Customers say they have a clear understanding of the information given.
• Problem doesn’t return to management.

Customer Diagram: Customer Service Representative

Value-Added Results/Weights	Performance Standards
Improved return procedures	• All returns are done within 4 days. • No more than 10 errors/month.
Data information recorded	• Customer service manager and IS are satisfied that the problem is clearly stated with a solution. • No undocumented data in notebook.
Complete and correct shipping information	• 98% error-free data entry. • No more than 2 returns/week due to incomplete information.
Recommendations for solving shipping problems	• Customer Service Manager (CSM) is satisfied that the recommendations: • Produce a dollar savings based on auditing of shipping errors. • Are clearly, concisely and logically written.
Satisfied customers	• No more than 90-95% of calls are answered on the first ring. • No more than 0-5 entry errors/week (shared by team).
Time savings from imparting information	• No return calls from customers asking the same question. • No management involvement in answering the customers’ questions.
Clearly stated non-technical information	• Customers say they have a clear understanding of the information given. • Problem doesn’t return to management.