Customer ServiceóSAC

Title: Customer Service—SAC (WORD version )

Industry: Medical Instruments

Function: Customer service

Value-Added Results Performance Standards

Agreement processing • Accurately processing/completing renewal and warranty paperwork 60–90 days prior to expiration.
• Accurately processing/completing new requests within 24 hours of receipt.

• Processing accepted agreements within 24 hours (for current effective date) and within the week (for future effective dates) of receipt of purchase order.

Customer focus and satisfaction • Conducting pre-calls on renewals 60 days prior to expiration, ensuring customer receipt and taking necessary steps, re-sending the same day if required.
• Providing Account Specialists with clear, concise and accurate information regarding agreements on their accounts, and transmitting the Instruments Not Renewed Report weekly or monthly depending on district requirements.

• Providing backup to SAR in quoting extended service pricing for CSRs as requested but no later than 4 hours from request.

• Resolving customer inquiries or problems using professional and proper telephone etiquette on initial call, or responding prior to specified time by utilizing reference material and/or involving appropriate individuals/departments.

• Using available tools (phone mail, Win pop-up, notesmail) to effectively communicate with peers and management, keeping them informed of service agreement issues in the department.

Administration and system maintenance • Reviewing on-line procedures to ensure complete understanding of their application as it applies to service- agreement processing.
• Reviewing the weekly "Proposal Status Report" and taking appropriate steps to resolve discrepancies.

• Submitting monthly SAC report to include proposal status and any obstacles that exist.

• Preparing monthly IC report to include all qualified reimbursable IC, and submitting it to Finance no later than the 10th of each month.

• Keeping agreement files current and orderly to allow easy access by teammates.

• Maintaining accurate agreement records and address changes to existing agreements, following ISO requirements as necessary, and the same day the change is made, processing credit memos and re-invoicing as needed.

• Setting up new instrument adds daily upon receipt of the Daily Shipments and Returns Report.

• Accurately updating the Instruments Not Renewed Report Log as purchase orders are received or information is received.

Value-Added Results	Performance Standards
Agreement processing	• Accurately processing/completing renewal and warranty paperwork 60–90 days prior to expiration. • Accurately processing/completing new requests within 24 hours of receipt. • Processing accepted agreements within 24 hours (for current effective date) and within the week (for future effective dates) of receipt of purchase order.
Customer focus and satisfaction	• Conducting pre-calls on renewals 60 days prior to expiration, ensuring customer receipt and taking necessary steps, re-sending the same day if required. • Providing Account Specialists with clear, concise and accurate information regarding agreements on their accounts, and transmitting the Instruments Not Renewed Report weekly or monthly depending on district requirements. • Providing backup to SAR in quoting extended service pricing for CSRs as requested but no later than 4 hours from request. • Resolving customer inquiries or problems using professional and proper telephone etiquette on initial call, or responding prior to specified time by utilizing reference material and/or involving appropriate individuals/departments. • Using available tools (phone mail, Win pop-up, notesmail) to effectively communicate with peers and management, keeping them informed of service agreement issues in the department.
Administration and system maintenance	• Reviewing on-line procedures to ensure complete understanding of their application as it applies to service- agreement processing. • Reviewing the weekly "Proposal Status Report" and taking appropriate steps to resolve discrepancies. • Submitting monthly SAC report to include proposal status and any obstacles that exist. • Preparing monthly IC report to include all qualified reimbursable IC, and submitting it to Finance no later than the 10th of each month. • Keeping agreement files current and orderly to allow easy access by teammates. • Maintaining accurate agreement records and address changes to existing agreements, following ISO requirements as necessary, and the same day the change is made, processing credit memos and re-invoicing as needed. • Setting up new instrument adds daily upon receipt of the Daily Shipments and Returns Report. • Accurately updating the Instruments Not Renewed Report Log as purchase orders are received or information is received.