What are the accountabilities and processes for the new Customer Service Representative role?

Customer Service Representative Onboarding Guide:

Welcome! This guide has been created to help you in your journey to become fully trained and independent! Any questions you may have about company basics, your role, or processes you are accountable for; you will (hopefully) find answers to in this document. Of course, do not hesitate to ask one of your Customer Development team members anything if you need additional assistance.

 

Company Basics:

• New Employee Onboarding

 

Commonly Used Workplace Tools:

• Microsoft Outlook: This is our company email engine that is used for all electronic communications with customers and vendors. We also use the Calendar functionality to schedule all meetings, calls, events, etc.
• Microsoft Teams: Used for internal office communications. This is also the program that we use to schedule video calls with customers.
• Quickbooks: This is our accounting software. All financial tasks are done here.
  • Sales: Estimates, Sales Orders, Invoices, Credit Memos
  • Purchasing: Purchase Orders and Vendor Bills
  • Finance: Payroll, bank management, recording incoming and outgoing payments.
• Hubspot: This is our Customer Relations Management software(CRM) and will be your most used program. Order flow for all customers is managed in Hubspot.
• Time Clock Wizard: This is our program where you will clock in and out. A app will be installed on your PC where you will mark yourself in and out. If you ever forget to mark yourself in or out, just inform Nick.
• Bloom Growth: This is the program that houses our L10 meetings. Any to-dos assigned to you during L10 meetings can be found here. It is also where you will enter any issues that you would like to discuss as well.
• Aircall: This is our phone system and it is simply an app on your computer. Phone calls will come straight through your computer where you will answer, speak to customers and be able to transfer calls.
• Veonics Portal: This is our cloud-based ID badge printing software. Used for both We-Print and You-Print customers.

 

Answering The Phones:

• Guide to answering the phones
• Creating Support Tickets for tech support call ins

 

Useful Articles When Processing Orders:

• Using the We-Print Onboarding Guide

 

General Order Flow:

• New Lead or Current customer reaches out to place an order. Or Sales has an internal task that a renewal order must be placed.
• The sales rep assigned to the account communicates with the customer to gain the needed information to build the quote.
• Quote is created and sent to the customer to review. Sales rep maintains contact with the customer to answer any questions, provide demos, adjust quote as needed during the evaluation period.
• Customer agrees to proceed with the order.
• Sales rep creates the Sales Order, sends to the customer and introduces the CSR.
• Sales Rep places a detailed note along with the Sales Order PDF in the Deal (don't forget to pin the note) that provides the CSR with any additional information needed to process the order. The Sales rep then moves the deal to the Orders Pipeline which automatically triggers a task to be created for the CSR to begin managing the order.
• Sales Rep disengages from the order at this point. Any attempted contacts to the sales rep by the customer should be forwarded to the CSR.
• CSR takes over management of the order. They will review the SO and the Deal to get a full understanding of the project. Being sure to ask the Sales rep any questions they have.
• They will then engage with the customer to outline the next steps and clearly list what is needed from the customer. From there, the CSR will answer questions and stay on top of the customer to ensure we get what we need to process the order. In addition, they will work with our internal team to task out action items as the order progresses.
• Once products are shipped and final services are rendered, CSR tasks Finance to invoice and close out the order.
• CSR takes a task to follow up with customer to ensure everything was received and that they are satisfied.

 

Detailed Order Instructions

 

We Print - New Customer

1. When you receive your task to take over management of the order, your first step will be thoroughly reviewing the Deal, notes, and Sales Order. Be sure to ask the sales rep if you have any questions, it is always better to ask vs make an assumption and get something wrong.
2. Prepare and send the We Print Onboarding Guide via email. https://support.expressbadging.com/knowledge/we-print-ordering-guide
   1. It is very common for this step to take a long time. Customers are generally not organized, and it will require a lot of follow up on your part to ensure that they are still working on completing this guide. You may even have a phone call to review the steps if they seem like they are not the technical type.
3. In that email, you will also add a note regarding payment. We require payment before we ship any first time customers order.
   1. Credit Card: Include the link for the customer to upload their CC information. This will not charge them, it simply give us their CC information and we will run the card upon shipment.
   2. Check: Inform them that we must have the check in our hands before we ship the final product.
   3. ACH: Provide them our ACH banking information (F:\Banking and Assets) and advise them that payment must be remitted before we ship the final product.
   4. Terms: Customers who we approve to have Net;30 terms, receipt of a Purchase Order is sufficient for us to ship final products.
4. Once we receive all that information, you will create tickets for our team to begin our work.
   1. We always start with the Badge Design/Proof ticket. Assign this to a production team member. A note should be included in the ticket noting details about the design. Selected template, where the logo can be found, if they requested any special design features like photo borders, color bars, etc. Production will then create the design and send the proof to the customer for approval. This must be signed off by the customer before we print anything. It is common for customers to want changes to the design. Based on the selected setup item used, they may or may not be able to receive changes at no cost (depending on what is asked). In this case, ask your sales rep if you have any questions.
   2. Next would be any technology testing tickets. If the customer has RFID, Mag Stripe, or Barcode a ticket will be made and tasked to production to create and mail out test samples to the customer based on the specs they provided in the Onboarding Guide. You will work with the customer to ensure samples are received, tested correctly, and ultimately provide them with a test form that they will sign off on.
5. Once proofing and testing forms are signed off, you will create a Print Job ticket within the Deal. This prompts our production team to print and ship the badges.
   1. Right side of the screen, find the ticket section and select “+Add”.
   2. Ticket Name: # of badges to be printed
   3. Pipeline: Orders Pipeline
   4. Ticket Status: New
   5. Ticket Owner: Production team member who will be printing the order
   6. Workflow Ticket Type: Print Job Build & Print
   7. Close Date: Blank
   8. Fill out the contact and company fields to match the deal.
6. At this time, track the order to ensure that it ships within 2-3 business days.
7. When Production finishes producing the order, they will create Finance a ticket to invoice the customer. The order will be held until that payment is received.
   1. If the customer is paying via CC, at this point Finance will run the card.
   2. All other means of payment, the customer should have been instructed to process payment back in step 3, so we should already have it.
8. Order ships. Send a confirmation email to the customer informing them the order has shipped. Production will always place any tracking numbers(if the customer pays for a shipping service that includes tracking) in the Print Job Ticket that you created them. There is a tracking field that can be found on the left side of your screen under the "Production" section. 
9. Mark the deal as completed after tracking states delivered. This will trigger an automated email advising the order has been delivered. (Ensure that any contacts associated with the deal are marked as "marketing contacts"; otherwise, this email will not be sent.) 

*** For Customers who have pre-purchased badge credits and do not need any printed right away – you would move straight to invoicing after step 4. From there, instruction is provided on how to submit orders to us when they are ready to order badges.

 

We Print - Repeat Customer

1. When you receive your task to take over management of the order, your first step will be thoroughly reviewing the deal, notes, and Sales Order. Be sure to ask the sales rep if you have any questions, it is always better to ask vs make an assumption and get something wrong.
2. Next, check to see if the customer has already sent in the information needed to process the order. Many times, recurring customers know the drill and will submit this information along with their approval of the order.
3. If anything is needed(photos and/or data), be sure to inform the customer of those items and continue to follow up until we receive them.
   1. We generally use the We Print Onboarding Guide for first time customers, however it can also be used for repeat customers who struggle to provide us photos and data in the correct formats. So you can use that as needed
   2. Make sure you review the submitted information to ensure everything is formatted as we need it.
4. Once everything has been received and vetted by you, it is time to task our team to produce the order. Create a Print Job ticket within the Deal. This prompts our production team to print and ship the badges.
   1. Right side of the screen, find the ticket section and select “+Add”.
   2. Ticket Name: # of badges to be printed
   3. Pipeline: Orders Pipeline
   4. Ticket Status: New
   5. Ticket Owner: Production team member who will be printing the order
   6. Workflow Ticket Type: Print Job Build & Print
   7. Close Date: Blank
   8. Fill out the contact and company fields to match the deal.
5. At this time, track the order to ensure that it ships within 2-3 business days.
6. When Production finishes producing the order, they will create Finance a ticket to invoice the customer. The order will be held until that payment is received.
   1. If the customer is paying via CC, at this point Finance will run the card.
   2. All other means of payment, the customer should have been instructed to process payment back in step 3, so we should already have a check, received funds in our bank, or have a PO on file.
7. Order ships. Send a confirmation email to the customer informing them the order has shipped. Production will always place any tracking numbers(if the customer pays for a shipping service that includes tracking) in the Print Job Ticket that you created them. There is a tracking field that can be found on the left side of your screen under the "Production" section. 
8. Mark the deal as completed after tracking states delivered. This will trigger an automated email advising the order has been delivered. (Ensure that any contacts associated with the deal are marked as "marketing contacts"; otherwise, this email will not be sent.) 
   
   

*** For Customers who are pre-purchasing more badge credits and do not need any printed right away – you would move straight to invoicing after step 1.

 

 

You Print - New Customers

• When you receive your task to take over management of the order, your first step will be thoroughly reviewing the Deal, notes, and Sales Order. Be sure to ask the sales rep if you have any questions, it is always better to ask vs to assume and get something wrong.
• If the order contains a Veonics Portal License, we begin the setup process of that account right away. You will request and retrieve the following information from the customer:
  • Data Fields: What information does the customer want to printed on the badge? (First/last name, title, employee ID, photo, etc.)
  • Company logo and idea of badge design: We will build out the first iteration of the badge design for them, so we need to understand how they want the badge to look(use our template library if they do not know) and we need them to provide any artwork files (logo). We do not offer graphic design services.
  • Depending on the customer, there may be other pieces to this setup that you will be instructed on in the notes from the sales rep during the hand off process. Items like: Multi location customers, multiple badge designs, designs that incorporate logic(where data fields will impact the badge design), etc.
  • Once we receive all these items, a ticket is created for Tech Support to build out the Veonics Portal Account. We will wait to schedule training until the badge system arrives at the customers location.
• At this point you will begin creating the Finance team Purchase Order tickets. This instructs them to contact our vendors and order the items.
  • It is common for an order to contain items that come from different vendors so it is important to note that there should be 1 ticket per vendor on an order. An example would be a customer who orders an IDP Printer/supplies, lanyards and holders. This order would have one PO ticket for the IDP printer/supplies and a separate ticket for the Lanyards and Holders(which come from Brady).
• Create Tickets:
  • From the deal, navigate to the right side of the screen, find the Ticket area and select “+Add”.
  • Ticket Name: Title the ticket something that relates to what is being ordered
    • “IDP Smart 51 Printer and Supplies” “Lanyards and Holders”
  • Pipeline: Expediting Pipeline
  • Ticket Status: New
  • Ticket Owner: Deb Stevens
  • Workflow Ticket Type: Factory Order Required
  • Close Date: Blank
  • Fill out the contact and company fields to match the deal.
  • Create!
• NOTE: If the order contains a Veonics Portal License or Extended Support Agreement (ESA) line item, review this Knowledgebase article on how to create Evergreen Tickets
  • https://support.expressbadging.com/knowledge/how-do-we-setup-new-portal-customers-in-hubspot
• Once all the tickets are created, ensure that you have a task to follow up on the order every 2-3 days to check what has shipped. As items ship, make sure to let your customer know and as they get delivered check in to make sure they receive everything. Finance will always place tracking numbers in the PO ticket that you created. You can find tracking numbers on the left side of your screen in the "Expediting" section. 
  • If the order contains a new printer, we provide a free installation and training session upon printer arrival. In your email to the customer where you confirm receipt of the printer, add a Tech Support team member on that email and ask the customer to share their availability for an installation and training session. This session will include training of the Veonics Portal if they purchased that as well.
• After delivery and training occurs, you are all done! You can clear out any tasks and mark the deal stage as Completed.

 

 

You Print - Repeat Customers

• When you receive your task to take over management of the order, your first step will be thoroughly reviewing the Deal, notes, and Sales Order. Be sure to ask the sales rep if you have any questions, it is always better to ask vs to assume and get something wrong.
• At this point you will begin creating the Finance team Purchase Order tickets. This instructs them to contact our vendors and order the items.
  • It is common for an order to contain items that come from different vendors so it is important to note that there should be 1 ticket per vendor on an order. An example would be a customer who orders an IDP Printer/supplies, lanyards and holders. This order would have one PO ticket for the IDP printer/supplies and a separate ticket for the Lanyards and Holders(which come from Brady).
• Create Tickets:
  • From the deal, navigate to the right side of the screen, find the Ticket area and select “+Add”.
  • Ticket Name: Title the ticket something that relates to what is being ordered
    • “IDP Smart 51 Printer and Supplies” or “Lanyards and Holders”
  • Pipeline: Expediting Pipeline
  • Ticket Status: New
  • Ticket Owner: Deb Stevens
  • Workflow Ticket Type: Factory Order Required
  • Close Date: Blank
  • Fill out the contact and company fields to match the deal.
  • Create!
• NOTE: If the order contains a Veonics Portal License or Extended Support Agreement (ESA) line item, there should be an
  • https://support.expressbadging.com/knowledge/how-do-we-setup-new-portal-customers-in-hubspot
• Once all the tickets are created, ensure that you have a task to follow up on the order every 2-3 days to check what has shipped. As items ship, make sure to let your customer know and as they get delivered check in to make sure they receive everything. Finance will always place tracking numbers in the PO ticket that you created. You can find tracking numbers on the left side of your screen in the "Expediting" section. 
  • If the order contains a new printer, we provide a free installation and training session upon printer arrival. In your email to the customer where you confirm receipt of the printer, add a Tech Support team member on that email and ask the customer to share their availability for an installation and training session.
• After delivery and training occurs, you are all done! You can clear out any tasks and mark the deal stage as Completed.

 

 

Press Card OR Custom Lanyard Factory Orders

• When you receive your task to take over management of the order, your first step will be thoroughly reviewing the Deal, notes, and Sales Order. Be sure to ask the sales rep if you have any questions, it is always better to ask vs to assume and get something wrong.
• With factory orders, it is rare for their to be any variable data so we typically just need print ready artwork from the customer in order to proceed. At this point in the process the salesperson may have already informed the customer of the parameters in which the artwork must be provided (size and file format). If so, then you would just need to follow up with the customer until they provide that. If not, you would simply share those parameters with the customer.
  • In some cases customers will send us artwork and ask that we doctor it up. Even though we do not provide graphic design services as a default, in some cases we may be able to assist the customer with tweaks to a provided graphic. This comes at an additional cost and you would confirm with the sales rep on the process to navigate this should it come up.
• Once all artwork is received, you will create a ticket for Finance to submit the order to the factory.
  • From the deal, navigate to the right side of the screen, find the Ticket area and select “+Add”.
  • Ticket Name: Title the ticket something that relates to what is being ordered
    • “Custom Printed Buddy Badges”
  • Pipeline: Expediting Pipeline
  • Ticket Status: New
  • Ticket Owner: Deb Stevens
  • Workflow Ticket Type: Factory Order Required
  • Close Date: Blank
  • Fill out the contact and company fields to match the deal.
  • Create!
• You will also place a note in that ticket instructing Deb where she can locate the print ready artwork.
  • Ex: U:\Medical Card System, Inc\Artwork (this is a copy and paste link from the file explorer app).
• From here, create a task to follow up on the order status and provide updates to the customer as they become available. 
  • Once the manufacturer receives the order, they will always respond with an estimated ship date, which Deb will place in the ticket.Once the order ships, Deb will receive that notification and place the tracking number in the ticket as well.
• Order ships. Email the customer that the order is on the way. Finance will always place tracking numbers in the PO ticket that you created. You can find tracking numbers on the left side of your screen in the "Expediting" section. 
• Once order is received, confirm delivery and customer satisfaction. Then you are done and can mark the deal as complete!