Inbox Insanity
This soft skill is demonstrated when a CSR re-reads a customer's email carefully before responding, rather than replying to the first thing they notice.
What is attention to detail?
By pausing before cancelling an order to verify whether it is in a load first, rather than processing it immediately, the CSR demonstrates this soft skill.
What is due diligence / exercising judgment before acting / critical thinking / attention to detail?
This is the soft skill demonstrated when a customer is venting about a delay and the CSR lets them finish before responding.
What is active listening / patience?
Name this soft skill: The CS admin receives a short shipment email then looks up the account in SAP before assigning it rather than assigning it to the CSR immediately.
What is due diligence / ownership / responsibility
Policy asks CSRs to book personal appointments early or late in the day rather than during peak hours. By doing this, this soft skill is being demonstrated.
What is team awareness / consideration for team coverage / collaboration
A customer asks to cancel an order less than 72 hours before shipment, despite already being told the order is in transit. It takes every ounce of self-control not to call them an idiot, and instead you explain that the cancellation cannot be processed. This is the soft skill you demonstrated.
What is professionalism / self-control / patience?
This is the cancellation code used when a customer provides no reason for their cancellation request.
What is 19?
Your coworker asks to swap Friday summer hours so they can attend their daughter’s ballet recital. Despite your carefully planned evening of barhopping and degenerate gambling, you agree to take the Monday morning half-day instead to deal with the consequences that afternoon. This is the soft skill you demonstrated.
What is teamwork / flexibility / empathy?
This SAP transaction code is used when the warehouse sends a short shipment email containing only a shipment number.
What is VT03N?
This is the shipping condition code for LTL orders.
What is 11?
A customer emails requesting a BOL but includes no PO or order number. These are the two things you do before anything else.
What is reply to the customer asking for the PO or order number, and wait before proceeding?
A customer cancels an order with a loading date 9 days from today. Beyond the SAP cancellation steps, this additional step is required by policy.
What is adding it to the Planning file?
A customer calls asking about their sales tax exemption certificate. This is who you direct them to, and why CS cannot handle it.
What is Accounts Receivable — because CS cannot view VERTEX certificate data; it is held in the VERTEX database?
This SAP query is used to identify errors, blocks, and unreleased orders, and when using it, this is what the loading date column actually represents.
What is Z_ORD_CONF_NA? What is: the shipping date?
When entering a product search in SAP for a US order, AFB items 3" and up require this prefix before the product shortcode.
What is USAFB?
Once a POD request is completed, this is where the email gets filed
What is the Transporeon POD folder?
When cancelling an order in SAP, you go to the header, select this specific text field, and add your notes about the cancellation there.
What is "customer text – not printed – 2"?
Regardless of the reason for a shipment delay, this is always the exact subject line on the delay notification email sent to the customer.
What is "Delivery Date Notification"?
When using VA03 to search for a customer's order and the customer gives you their invoice number instead of their PO or order number, this is the SAP field you enter it into.
What is the Billing Document field?
In Anywhere Now, when you step away from your desk, this is what you are required to use, and when you return, this is how you clear it.
What is a reason code (specifically: Order Processing, Lunch, Meeting, or Break) — and use "No reason code" to clear it upon return?
When a customer sends a revised PO via email, you open it and search for the order number in SAP using this transaction code to display the sales order details.
What is VA03?
A customer wants to cancel a CSP order. The product has already been produced. You cannot cancel it outright. This is the FIRST person or team you contact before anything else and why?
What is Sales; CSP order cancellations and changes received after manufacture will result in charges equal to the full amount of the order, and Sales must discuss the situation with the customer how to proceed
A customer's CSP product is marked "%%%" in SharePoint. Before telling the customer anything, this is the first internal action you take.
What is informing Sales and the appropriate product manager to check if the product can be reactivated?
A CSR receives a PO but the SKU does not exist in SAP. They check SharePoint and find the CSP has been approved. This is the next action they take.
What is sending a request to Master Data to create the SKU?
At the end of your shift in Anywhere Now, signing out alone is not enough. This is the step you must do FIRST, and this is what happens if you skip it.
What is: Toggle the agent off FIRST, and if you skip it, you will continue receiving calls even after signing out?