Alliance
What screen is the Customer Service Driver
CM14
demonstrate a proper greeting for a Canadian Call.
"Thank you for calling Amsterdam Products, Who do I have the pleasure of speaking with?"
Name our four in-house production facilities
Thayer, APL, PIM, GFL
If a customer has an order that is already at the vendor and they need to change the color what form would you fill out?
Changes to PO/Artwork already at vendor
What is the difference between using F12 and F3 to exit an order in alliance
F12 = *new
F3 = disappears completely
IM50
How would you handle a customer who is upset because their pens have the incorrect imprint?
Apologize immediately, Gather the account information, WARM tx to authorization.
Where are paper products produced?
Glens Falls
When an order is needed for an event date but their is artwork on the order what should you do?
Fill out the work order off wip form once the art is at a status 2.
Name three times where it is appropriate to add a csstech note.
Walk us through the procedure for pulling back in in-house order
Place the order on a CS hold (Shift + F9), Add a csstech notifying workorders of the changes, if the item is produced anywhere other than Amsterdam, you should call helpdesk.
What is the French CS rotation?
117344
Name 3 Supervisors in customer Service
Shelly, Kelly, Lenny, Tami, Matt, Amanda, Caleb, Bev, Taylor.
What is our sample policy?
Up to 5 free samples of items under $7 in a rolling three month period.
If no product color is indicated on a mail order what should you select in alliance?
Assorted colors
What should you do when a customer requests a quote and it's over $200?
What should we do if a customer is having difficulty placing their order online?
offer to place the order for them.
Vendor support
If I need to request a day off from work, how can I do that?
Time off requests can be entered through workday.
If a customer is calling to order a mug and they want to use the same logo they used on their recent order of pens but that artwork is not on the DAM what logo option will you use?
Custom Artwork Required
What screen helps you look over a customer's invoices and account balance?
AR33
If a customer is unhappy with their pricing on an order what should you do?
offer to transfer to their account manager or if they don't have one, to quotes.
Who is the telesales supervisor in Cebu
Sherwin J.
Enter an order in alitrain for this customer based on email below:
From: tmblakley@taylorcorp.com
To: customerservice@amsterdamprinting.com
Dear Amsterdam,
My name is Callie. I ordered some pens in February of 2019 and I’m looking into ordering them again.
I want to use the same logo but Rory no longer wants to endorse the company. So I need to change the printing a little. I would like the cat logo but now the text should read as follows:
Taylor’s Cat Sitting
We’re Purrrfect for you!
Our phone number also changed it’s now: 518-842-6000
Also I need this order shipped to a tradeshow in the city
45 Rockefeller Plaza,
New York, NY 10111
Please make sure all orders are billed to our PO Box to my boss, Taylor Blakley
PO Box 1
Amsterdam NY 12010
Use our UPS account with overnight shipping account # 123456 under the same billing as our order.
Thank you,
Callie Blakley
Taylor’s Cat Sitting
Amsterdam NY
555-MEOW
P.S.
I need to give my boss the pricing before I can place this order. If he approves the pricing we’ll need 700 of the pens.
Customer # 11625242
Update phone number on account
Add Callie and callie is placing order,
Remove Rory
Upload art to DAM
See Special Instructions
Change in text screen and spins
Change phone number on clip imprint
Change shipping address in order only
Change billing in account/order (enter PO box correctly)
UPS Overnight under customer’s account
700 quantity
QU – source D
PMS Color
What is Lenny's dog's name
Majesty