Show:
Alliance
Customer Service
Know the company
Policies & Procedures
Misc
100

What screen is the Customer Service Driver

CM14

100

demonstrate a proper greeting for a Canadian Call.

"Thank you for calling Amsterdam Products, Who do I have the pleasure of speaking with?"

100

Name our four in-house production facilities

Thayer, APL, PIM, GFL

100

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

100

What is the difference between using F12 and F3 to exit an order in alliance

F12 = *new

F3 = disappears completely

200

What screen do we use to check stock

IM50

200

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.

200

Where are paper products produced?

Glens Falls

200

When an order is needed for an event date but there 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.

200

Name three times where it is appropriate to add a csstech note.

Offer/accept promo, When a customer has an event date, when you've filled out a form regarding an order.

300

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.

300

What is the French CS rotation?

117344

300

Name 3 Supervisors in customer Service

Shelly, Kelly, Lenny, Tami, Matt, Amanda, Bev, Taylor.

300

What is our sample policy?

Up to 5 free samples of items under $7 in a rolling three month period.

300

How would you upload to logos for the same side of a product?

either upload them at the same time or if you're uploading the second at a later time, you must change the selection to ,"no do not replace existing art, this is a new logo for the item"

400

What should you do when a customer requests a quote and it's over $200?

enter the quote in Alliance with source D, place the order on a QU hold

400

What should we do if a customer is having difficulty placing their order online?  

offer to place the order for them.

400

If you need help with an order for a vendor item who should you call?

Vendor support

400

When would we reprint an order for Amazon?

  • Did not Receive
  • Customer did not receive product due to incorrect shipping label.
  • Shipper left the product at the incorrect location.
  • Delivered to the wrong address.
  • Damaged in transit
  • Customer receives a package that has been mishandled while in transit, causing damage to product.
  • Quantity # of items incorrect due to package being open.
  • Incorrect setup
  • Placed logo/imprint in the wrong location (need to check the imprint to see if it was order entry or production error).
  • Incorrect Art/logo
  • Incorrect art used on product, (when entering the reprint please use w/p & s/b). Check DAM to see if correct art was uploaded if it was then it is production error if the incorrect art was selected then order entry error.
  • Incorrect Quantity
  • Customer receives more or less than what they ordered, (this includes sets).
  • Mixed shipment
  • Customer receives another customers order.
  •  
400

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

500

What screen helps you look over a customer's invoices and account balance?

AR33

500

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.

500

If you use Cocheck and see the company/division MSP/CGI What is that?

TC/Sisterco

500

If a customer has a question about why their order is on a credit hold, who can you call?

AR

500

how would you enter a promo for dh638?

add the additional quantity on a new line, select the same imprint (format/sequence) with a 1, change the new line item code to dh638, and the second setup to k6705.