Customer Satisfaction
When a customer requests a catalog, name 3 ways you can assist them?
•On the website
•Add to customer order
•Send in mail
Which department is at fault for a packing error? Give two examples.
•Warehouse
•Product damage, no box damage
•wrong label
What is cut off time for truck deliveries to ship?
2pm
What is a pro number?
•Tracking number for freight shipment
In your own words describe a wire transfer?
•Customer sends funds direct from their bank to ours
How would you take care of a customer that has already been assisted by someone else, and they are asking to speak with that representative?
•See if rep is available, if they are not ask customer to assist or take a message.
Which Department would be at fault for a Keying Error? Give 3 examples?
•Customer Service
•Incorrect item
•Incorrect Price
•Incorrect Address
On an order screen, where would you find the pro number?
Order notes
Can we add a liftgate to a truck shipping slatwall? Why or why not?
•No, Slatwall risks damage on liftgate.
Can you cancel an order in picked stage? When?
•When there is no tracking
If customer would like to be removed from mailing list, how would you assist them?
•Customer Details > click here to edit. Select “Remove From Mailing List”
•If already selected- add to DO NOT MAIL list on G Drive
If it is past the Warehouse’s cut off, and the customer needs the item to ship today, how would you assist them?
•Contact the warehouse to see if they can still get it out, send ACTION: Must ship email
Which price threshold would you email Traffic a carrier request?
$275
Give 5 examples of items that must ship with a Truck.
•Slatwall
•Showcases
•Service Counters
•Register Stands
•2x8 grid
Which Warehouse do we ship nonstocks and samples from?
WH1
If customer states they are tax exempt, how would you assist them?
•Attempt to place an order. If Tax is applied, inform the customer we do not have a current tax form on file, and ask them to send to you. review for necessary info, and forward this info to Tax Exemptions.
•Inform the customer it will typically be 3-5 business days to process, and we will contact them to finalize order when approved.
If an order needs to be resent to a customer due to a Ground Issue. Please give two reason codes that you could choose.?
•Box damaged on arrival
•Package lost
What is the time frame a truck delivery will be made?
•No time frame guarantee, typically 3-5 business days transit.
What are the 4 main freight carriers that SSW ships with?
•FedEx Freight
•Estes Express
•New Penn
•USF Reddaway
Can you warehouse transfer a kit item? Describe the process.
•Break down item into individual components, and transfer individual components
If a customer would like to pick up from a FedEx or UPS center, what is the process?
•Ensure you have correct address and name (ex. FedEx store- c/o Customer name)
•Include shipping instructions ATTN: customer name
•Should ship with respective carrier- FedEx to FedEx store, UPS to UPS Store
What is a call tag? Which items do we NOT call tag?
•Sending FedEx to pick up boxes from customer.
•We do not call tag large freight items, damaged items, glass, tagging or label guns, steamers.
In your own words describe the process of completing a build request/light install
•See if Warehouse has parts to build
•Email BUILDS group ACTION: build request
•Put on 1 hold- release when build is complete.
In your own words describe the Truck Script, and its purpose.
•Explains delivery process to customers, lets them know what to expect and when they will receive tracking. Also informs them to look over shipment for any damage and to let us know if so
Describe process of cancelling order in ordered stage?
•If there is money on order, enter order and set all items to $0
•Load & post full order amount to customer card. (If no card info, email CSMGMT to refund and cancel.)
•Add cancel notes, exit order
•Cancel