overview customer care admin pool
DESCRIPTION
Presntation to new executves Q4 2008. Where did the team start and how did they evolve?TRANSCRIPT
Victoria WoodCustomer Care Supervisor
Team Overview January
Admin Pool
LEADERSHIP COMMITMENT FOR COMPETITIVE ADVANTAGELEADERSHIP COMMITMENT FOR COMPETITIVE ADVANTAGE
SUPERB HUMAN RESOURCE PRACTICES
SUPERB HUMAN RESOURCE PRACTICES
CUSTOMER DRIVEN BUSINESS PROCESSES
• Continuous Improvement in Quality, Speed, and Simplicity
CUSTOMER DRIVEN BUSINESS PROCESSES
• Continuous Improvement in Quality, Speed, and Simplicity
RAPIDLYRAPIDLYDELIVERINGDELIVERING
NEWNEWPRODUCTSPRODUCTS
&&SERVICESSERVICES
DEVELOPING DEVELOPING OPERATIONAOPERATIONA
L L EXCELLENCEEXCELLENCE
PLANNINGPLANNINGEXCELLENCEEXCELLENCE
&&ANNUALANNUAL
DEPLOYMENDEPLOYMENTT
ACHIEVINGACHIEVINGINTENSEINTENSE
CUSTOMERCUSTOMERFOCUSFOCUS
TEREXBUSINESS SYSTEM
TEREXBUSINESS SYSTEM
Admin Pool
• Small administrative team, supporting intense customer satisfaction both
internal and external
• Continued growth in our customer base on a variety of requests
• Research and fulfill requests in a timely professional manner
• Maintain ownership of processes: Daily invoices; Certificates; Intermediate
to advanced software skills. E-PO account to include file management and
SOX audits. Manage all MIS requests for our organization, monitor
requests daily for status and manage expectations.
• Issuing all customer credits and rebates (250+ per month)
• Tracking all organization metrics and communicating findings
Intense Customer Focus
• Striving to continually identify & implement Lean Genie Admin practices
• Maintaining ownership of sales administrative processes
• E-PO & Fleet PO Accounts
• PO Files and Archives
• Genie & Terex Certificates
• Notary Public
• TIP Support & Implementations
• Genie Industries Invoices
• Sales Admin Desk; Fleet Services; E-PO; Service Technical
• SOX Audits
• Software Expertise
Customer Driven Business Processes
• From (2004): 2.5 switchboard operators with no daily supervision. No
administrative headcount.
• To (2005): Leadership implemented: Admin team grew to four and
switchboard to six team members; two lobby receptionists and one temp.
• Weekly 1:1’s with supervisor. Supervisor ensured continued training
opportunities to include shadowing other positions.
• Change (04-09) : Team member retention/growth. 1 earned a full ride
scholarship; 3 promotions into admin roles; 1 promotion into parts
department; 1 promotion into logistics; 1 promotion to sales rep; 1
promotion to quality analyst; one specialized in TBS support.
Superb Human Resource Practices
Team: Admin Pool
Victoria CahoonCustomer Service
Administrative Supervisor
Eydie JohnsonAdmin Coordinator
Admin Pool
2008 Customer Service Administrative Staffing
Anne JiminezAdmin Coordinator
Admin Pool
EDI / Catalog: Daily order entry; quoting; invoicing in EDI tools Annually pricing tool updates Back up on sales phone queue Post RIF: Splits daily Heijunka duties with Eydie
Administrative: (*new additional duties to be assigned 2009)
Supervisor: Supervision of B17 Admin Pool; B18 Receptionist; B17 Call Center & Reception Training / Mentoring: Behaviorial; Technical; Career Planning; Team Building. Delegate and mentor TMs to achieve new successes. Staffing: Planning; Interviewing; Hiring; Schedules; Supervision; Coaching; Dismissal if necessary Goals and metrics. (Create; Manage and visually track and report data; identify areas that require improvements).
Improvements: Participate in TIPs, staff participates in two TIPs per year. Continue to improve tools and resources in support of eliminating waste for our internal and external customers. Daily – B17 Contact (building problems; space planning and safety evacuation processes; coffee options)
Best practices: Support other teams on special requests where able; include other TMs in our staff meetings/trainings
Administrative: Continue to monitor SalesAdminDesk and help with inbound requests. *Admin pool will share the inbox Daily - Support Executives on confidential or urgent project requests. Create AWP Originator Codes in AS400 Manage customer service IS request forms Notary
Administrative: SalesAdminDesk Alias: Research inquiries; resolve or escalate to supervisor. Conference room calendar management. Office supplies; food; deliverables Continued education (technical skill sets); improvement processes SOPs – Update and log on G drive. Assist other TMs with SOPs and update to SalesTool Updates to various contact lists Assist with SOX PO file audits Back up to Certificate of Origin and MSO Requests Notary Post RIF: trained as back up switchboards; process daily Heijunka duties
Keith BrowneAdmin SpecialistB18 Receptionist
Wil ConsbrockAdmin SpecialistB17 Call Center
Coral HarperAdmin SpecialistB17 Call Center
Joshna SudraAdmin SpecialistB17 Call Center
Shanika DoageAdmin SpecialistB17 Call Center
Specific: Keith BrowneB18 ReceptionGreeting; directing guestsDaily invoice processing for mailSign for packagesClericalBack up to call center team
B17 Call Center & Reception: Answering inbound corporate calls / Aprox. 42K per month Greeting; directing guests; receiving packages Avotis metric reports – Daily report/data entry (all phone queues) Clerical
Victoria Wood 091508
**Bintu – not on our team, but is our back up. VW includes Bintu on all admin meetings/trainings
Specific: Wil ConsbrockProvides all call queue managers with Monthly Avotis reportingPulls Sales daily queue metricsDaily monitors the corporate VM systemUpdates call center reference sheetsManages call center calendar
Specific: Coral HarperDaily updates to the corporate phone listsSalesAdminDesk – Call Center requestsMaintains multiple survey data logs
Specific: Joshna SudraDaily Avotis Reporting (All Queue Mgr’s.
Photo not avail
Call Center TeamProfessional Switchboard Team
Admin specialists: Entry level PC skills; Exemplary customer service phone skills.
Corporate image: Live voice on the phone; professional; friendly; setting the customers expectations as the 1st point of contact.
Six team members staffed Monday – Friday 5:00am-6:00pm.
Call center averages 2800 inbound calls per day or up to 46K per month.
Expertise in customer care; and corporate functions
Supported three customer facing lobbies.
All staff participates in two TIPs a year and minimum of two continued education opportunities each year. Minimum of one opportunity per year of shadowing in another area of the company.
Admin Pool
Staffing changes; Reset team dynamics and skill sets; Continued education; each TM in one TIP by year end; Take on more support of outside sales; help each team in customer service generate updated SOPs.
Snapshot 2007 Q3: # of emails saved in Sales Admin Desk account:
MIS # 2683 ADMIN # 953
Breakdown of requests:MIS 50% – Certificate of origins (print daily), ones from Rock Hill, Trailer Certs, Reprints, MSO (mostly for Canada or going overseas), Business Card requests for Outside sales or from anyone in the company, MIS request from Outside sales or Inside Sales – new laptop, new Blackberry, new monitor, keyboard, phone, mouse, printer, fax, copy machine, software, etc.
Other 35% – Helping Executives, originator code, Guest Visit Program, New Hire Outside Sales, Agenda and training, Catering requests, Price lists request, Event planning, Training new hires
Admin requests 15% – Facilities, lights out, move information, conference room sign up, ordering office supplies, projector/laptop checkout, organization chart changes, ARA ordering; creating originator codes; distributing weekly reports.
Admin Coordinator Team
Standard Work / Admin CoordinatorsAdministrative Lean: Daily Lean Focus
(example of administrative lean project see Heijunka slide)
Shared Resources: Applied lean administrative practices by creating several shared e-mail accounts. Sales Admin Desk; Hot List; Sales Info; Sales PO Desk; Admin TIP; Service Technical; Fleet Services; Int’l Sales. Lost Opportunity & Quality voicemail.
Sales Admin Desk alias: Shared outlook e-mail account. Supervisor and the admin pool monitor the email account daily 5am – 5pm. All requests are one touch (no duplication) and same day response. Complete or communicate expectations the same day of each request. No duplication. No delay.
E-PO / Fleet Services / Hot List: Monitored all inbound PO’s; distributed work; audited work completion; ensured technology constraints were addressed.
Service Technical / Sales Info: Customer questions from the corporate website. Responded to all requests within 2-4 hours; assigned technical questions to appropriate team for resolution.
Back up / cross training / shadowing: Trained as back up to each other on specific tasks as well as to back up the catalog ISR; credits issued; ML order entry and switchboards. Shadows with other TMs to understand daily work and identify areas were we can take over tasks, keeping the best expertise where most needed.
SOP’s/Metric Boards – Admin Pool maintains up-to-date SOPs on all admin duties and has begun working with remaining customer service teams on updating their SOP’s. Each team has visual metric boards to identify key priorities for the year.
Continued Education: All admin staff participates in two TIPs a year. Able to take continued education courses; shadow in other teams.
Certificate Specialist
2005: Only printing TML’s and TZ”s (aprox. 5-20 a day)
2006: Pace picked up toward the mid-year with Terex Light Towers and Generators (aprox.150 a
month)
2007: Began printing all Certificates in Redmond (including Generators and Load King Rental Trailers)
Volume of certificates processed when from a max of 20 per day to anywhere from 200-700 a month.
SOP’s are continually evolving and being updated. Minimum of 2-3 hours per day to process all
certificates.
S2 2008 – we moved our admin to logistics and the certificates as well. Admin Pool is the back up on
certificates if logistics is short staffed.
0
200
400
600
800
1000
1200
1400
1600
JAN FEB MAR APR MAY JUN JUL AUG SEP
2007 Certificate of Origins
Traffic GFS Salesman Overnight Daily Mailed Late Total
Heijunka Admin
One of the keys to Intense Customer Focus is the ability to obtain timely and professional responses to all manner of requests. The admin pool has “standard work” as well as “non standard” requests.
STANDARD WORK
• E-PO’s: Manage inbound PO’s. Confirm receipt internally; rename inbound PO’s in shared electronic account for access by ISR’s. Confirm completed PO’s are in AS400 and file all PO’s day of completion.
• File Management: Scanning BOL’s; Daily filing of completed PO’s; Manage 2 yr’s PO files on-site; Yearly archive and reset of files.
• Audits: Internal accounting audits performed; SOX PO; BOL Credit audits. Must pass audit at 100% or auditors increase the audit amount.
• Next slide
TBS Admin
Be the resource to TBS facilitators that ensures all calendar requests are managed along with appropriate documentation.
STANDARD WORK
• Scheduling events and meal planning
• Planning resources accordingly
• Documentation of all TIP documentation requiring exemplary skills in
Outlook; Excel; PowerPoint and Visio
Quality Analyst
Timely execution of customer credits & rebates
STANDARD WORK
• Timely response to all requests
• Research and validate request
• Process all credits in the AS400 system ensuring accuracy
• Communicating metrics to executive staff via Excel or PowerPoint
• Requiring exemplary skills in Outlook; Excel and AS400
Catalog Sales RepAccount management of EDI accounts
STANDARD WORK
• Timely response to all requests <24 hr
• Research and validate request
• Enter purchase orders in the AS400 system ensuring accuracy
• Contacting the plant scheduler on all EDI orders
• Daily invoicing via EDI tools
• Processing requests to analyst of any account rebates earned
• Issuing all RGAs
• Yearly pricing to implement within EDI tools
From: “As Is” 2005. Poor customer service; order entry errors; weeks behind in entering orders
Inbound PO’s 2005
Where did we go…
MONDAY 10/15
TOTAL PO'S ENTERED INTO AS400 43
HEIJUNKA CURRENT
UNPROCESSED PO'S 14
NON-COMPLIANT 0
EXCEPTIONS 2
HEIJUNKA AFTER 48 HOURS
UNPROCESSED PO'S 11
NON-COMPLIANT 9
EXCEPTIONS 4
FLEET ORDERS
OUTLOOK EPO
TOTAL EPO'S 56
CANCELLATIONS 0
REVISIONS 8
NEW PO'S 48
Terex Improvement Process (TIP) Plan; Do; Check; Adjust (PDCA)
Under 48 hour order entry; SOX compliant; Standard Work; Working Heijunka
Variety of Requests
PowerPoint Presentations
Data Entry (Excel & Word)
Contact Sheets
Flow Charts
Calendars
Research
Audits
SOPs
Meeting Planning
Technical (MIS)
Facilities
Form Creation
Day:
Date of DeliveryGenie Contact:
Type
Guest Count
GV Coordinator
Breakfast
Coffee break AM
Lunch
Coffee break PM
CostQTY
cost
Cost
QTYcost
Breakfast:
Continental
$4.75 pp
$0.00 Appetizers Fresh Vegetable Crudite
$1.95 pp
$0.00
Deluxe Continental
$5.25 pp
$0.00
Med. Antipasto Plater
$4.50 pp
$0.00
Healthy Choice
$5.75 pp
$0.00
Cheese Plater w/fruit
$5.25 pp
$0.00Delivery Location: Building/Floor
Name of Meeting/event
Genie GL Account code:
Set Up /
Meeting Time
Phone: E-Fax:Toll Free: E-mail:
Contact InformationPhone: 425-497-5615 Fax: 800-595-2024 Phone: Fax: 800-595-2024Toll Free: 800-536-1800 E-mail: [email protected] Toll Free: 800-536-1800 E-mail: [email protected]
Contact Information Contact InformationPhone: 425-556-6504 Fax: 800-595-2024 Phone: 425-556-8574 Fax: 800-595-2024Toll Free: 800-536-1800 E-mail: [email protected] Toll Free: 800-536-1800 E-mail: [email protected]
Victoria Wood J oel Green
J ames Thompson
Supervisor - Customer Service Administration
Direct Team Management - Customer Service Administrative Support; Tools & Resources
What Can We Do For You?
Manager - Integration
Direct Team Management - Scheduling; Crediting & TEX Integration Projects
Executive Leadership/ Strategic Planning - Customer Service Organization. Direct Management of Customer Service Team Leaders.
Pic
Director of Customer ServiceTBD
Contact Information
Direct Team Management - Customer Serivce Domestic & International Sales Staff.
Marty Olberding
Contact Information
Manager - Domestic; International and Fleet Services Inside Sales
THOR WICKSTROM'S - DIRECT REPORTS
Manager - Domestic; International Traffic
Direct Team Management - Domestic and International traffic and shipping teams
Marty OlberdingManager
Merry ParisottoSupervisorDomestic
Silvina FirthSupervisor
International
Joe HarperSupervisor
Fleet Services / Domestic
Betsy PratherSupervisor
AWP Call Center
Charlie RheaTeam Lead
Fleet Services
DeeDee StobbTeam LeadDomestic
Jaren GrenfelFleet Services
Keith RiesRSC/H&E
Antonio JuradoCummins / Fleet
Sue FergusonNorth Central/SouthEast
Jim Robertson
Andy WorkmanUnited Rentals
Rob ParsonsCanadian
TBD Backfill
Lew EgtsHertz
Jeremy TrammellS.E./Sunbelt/Volvo
Steve TowneN.E./NES
Mitch CarlsonCAT
Anne JimenezCatalog
Shannon Cox
Chris VanDerVliet
Shea StimacLatin America
Kumiko LloydAsia Pacific
Jaime AcevedoUK/MidEast
Lynn AngAsia Pacific
Keith BrowneAdmin Specialist
Geri GoryaAdmin Specialist
“Wil” ConsbrockAdmin Specialist
Alycia LeightyAdmin Specialist
Coral HarperAdmin Specialist
Joshna SudraAdmin Specialist
Menu
2nd Annual Day
CITRUS; CUSTARD & CREAMY FLAVORS
French Style Lemon Tarts
Southern Chess Pie
Southern Sour Cream Raisin Pie
Bryan T
SAVORY FLAVORS *Meat & Veggies
Sheppard’s Pie
Cornish Pasty
John F
LIGHT & COOL FLAVORS
Sugar-free Strawberry Pie
Victoria W
The symbol for pi: was introduced mathematician William Jones in 1706. This symbol was adopted by Euler in 1737 and became the standard symbol for pi.
3.14159 =
Revised Came in ReloadedIn Compliance
Physical Saw & Load Compliant
Non-Compliant
Entered & Filed
Lew is Entering
Dual Fuel
ProductName
Channel brainstorming diagram
Facilities management
Operations and security
Partner Name 7
Partner Name 12
Vertical engineering applications
Partner Name 10
Drawing management
Manufactured product
configuration
Sales tools
Mobility
Development
Integration
Servers and storage
Document management
systems
Compatibility with other CAD
Personal home design
Consumer
Entertainment
Visualization applications
Rules-based system
Knowledge-based system
Partner Name 5
Partner Name 2
Partner Name 21
Partner Name 20
Partner Name 19
Partner Name 4
Partner Name 17
Partner Name 16
Partner Name 9
Partner Name 8
Enterprise resource planning
Partner Name 11
Partner Name 3 Partner Name 1
Partner skills
Mature
Learning
Need partner
EncourageFocus Neutral
Market opportunity priority
Partner Name 6
Partner Name 13
Partner Name 14
Partner Name 15
Partner Name 18
Company sells consumer-level design software
Need electrical, HVAC, piping,
structural solutions
Need database system
Partner’s product should support ours
Web-based solution
Link to databases
Process Description:
Date: 4/29/05
Department:
SOP # :
Owner:
SOP - Description / CommentsA typical credit request for data entry error, freight adjustment etc.
STEP # Section VISUAL AID DESCRIPTION OF STEPS TO FOLLOWTOOLS
NEEDED
1G:\Sales\Sales Tools\Sales Tool.htm Admin Request Forms "Credit-invoice-transfer master" form FORM
2Complete the form and then select "send as attachment", email it to the Sales Admin alias Email
SOP Process Form
Process a credit request
Admin
Victoria Cahoon
A23
CHECK NAME EXT. DIRECT LINE CELLULARAdam R. 8624 556-8624 206-498-2312Amy C. 8617 556-8617 206-459-5566Andy W. 6857 497_6857Anne J. 6572 556-6572 206.214.8005
EMERGENCY EVACUATION ROLL CALL LIST ROLL CALL LIST
SALES AND ADMIN
Name:Manager:
Week Of: Day City Customers Goal/Objective Accomplishement/Follow-Up
January 1, 2008 Tuesday Los Angeles ABC Lifts, Inc.Sell 2 5519's & 4 S-60's
Successful Mtg. PO expected 1/5/08. Check in with customer 1/5/08
Long Beach ZZZ Lifting Corp.Cold Call - Appointment at 10am Rumored they need 3 5519's.
RedmondFly to Redmond this evening.
Shadow with ISR's on phone queue Flight lands at 6:30pm
Template
2008 Rolling Calendar
Template
Lost Opportunity Reporting
425-867-8842
Provide the following
Your Name Account Name Account City Product Family Number Units lost Dollar Lost Reason for loss:
Examples Availability Pricing Quality Financing Specification/ Features Model Offering
Name Goes HereDepartment Goes Here
Location Name Goes HereDepartment Goes Here
LocationGenie Plant Director TM Survey Submitted to Bruce Jarrard: April 08Plant Director: Victoria Wood on behalf of B17 TMsBuilding No: Building 17 - TM Tallies
New Open Positions Existing TM's Future TM's Location in Bldg? Cubicle? Office? Remarks(Immediate Need) (Shared Desks, Etc.) (Long Term Need)
Suppliers
ORDER ENTRY
OXOX
IFab
Customer
FabPaintWeld FabAssy FabTest/Audit
N. America
Fo
reca
st(3
mo
ro
llin
g)Forecast
(3 mo ro
lling)
I
Europe
I
Brazil
I
Asia
Administrative Pool – In Summary
To Summarize the VALUE PROPOSITION OF THE SALES ADMIN POOL:
1. Visualize that snapshot of where we were in 2005, with improvements in admin processes & following SOP’s we’ve vastly improved our customers expectation of true customer service.
2. Who are our customers? Inside Sales Reps; Outside Sales Reps; Executives; I.S. Department; EDI Accounts and customers requiring Certificates of origin and Manufacturer Statement of Origin.
3. Bottom line, take a look at the Terex SEP thermometer! Our motto has been “Help me help you sell”. What can we do for you to keep you on the phone selling and building relationships.
4. We have been successful in providing the ISRs with the ability to focus on sharing their true skill sets, building strong customer relationships while selling PRODUCTS; SERVICES AND THE GENIE EXPERIENCE.
5. We may not have glamorous roles, but we are passionate about what we can do to help our entire organization work together to deliver true value to our customers.