Industry: Medical Instruments
Function: Customer Support
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| Quality call handling | • 90%–95% of customers rate satisfaction as "high."
• Exceeds = No customer complaints. |
| Front line support to customer base | • Being in the middle 60% on the F52 Book Report.
• Being in the middle 60% on the Phone Report. • FAX/EDI orders entered within 2 hours of receipt and confirmed back to customer within 4 hours. • Exceeds = Meeting above plus completing special projects, or covering additional district for 2 months and being in the top 20% consistently. |
| Completed paperwork | • RGAs/Credits processed within 48 hours.
• Suspended credits needing further investigation resolved within 5 working days. • Process change orders same day and forward to Contract Customer Service Representative (CSR). • Rush orders processed within 1 hour of receipt of order. • Exceeds = Meeting above plus completing special projects, or covering additional district for 2 months and being in the top 20% consistently. |
| Department support | • Meeting customer service support guidelines.
• Following ISO procedures. |