soapboxdiner

The Lackey Stops Here

Man am I tired of being treated like Customer Service's lackey. Every day, they try to pass off some new little grunt work of their's onto me. And you know, I am a reasonable woman. I am all about team work and helping people out, but when another department's manager continually goes over my head to unreciprocatingly "delegate" work to me, that's when I start having a huge effin issue with helping. I got so tired of it today, I requested a meeting with Boss, Big Boss, CSR Boss, and Warehouse Boss for tomorrow. This lackey delegation crap stops NOW.

Here's what I have prepared so far:

TO: Boss, Big Boss, CSR Boss, and Warehouse Boss
FROM: SBD
Re: Grunt Work & Lackey-ism

Dear All,

My functions here are twofold: I am Asst Acct Mgr primarily, and software returns secondarily. My understanding of my duties in the returns program is to

1. Research existing kits in stock and return those to the customers.

2. Initiate Company issues by contacting the customers to get accurate data and fees assessed.

In my understanding, issues that are initiated by the customer or Giant Head Client Company fall into the realm of issues handled by the CSR team. In that realm are included the following processes:

1. Researching customer-initiated issues.

2. Order cancellations.

3. Manual order generation.

Customer-initiated issues currently brought to my attention are:

1. Researching the initial ship to addresses

2. Retrieving kits upon the request of Customer Service.

3. Returning cancellations to stock.

4. Manual order duplications.

Regarding researching customer-initiated issues:
All employees have access to shipping information via Order History in (inventory management software program), the CSR search screen, and the master customer databate. As such, all customer-initiated queries of this nature, which are handled by the CSR team, should be researched by the appropriate CSR personnel using those avenues.

Regarding reshipments that are customer-initiated:

If the kit has been returned and is logged on the research log, customer service has equal access to the log (found in the CSR log folder on the network). They are also authorized to approve any associated processing fees, and have equal access to the reshipping forms. Once these steps are completed by the CSR team, an appropriate warehouse person can pull and ship the product. Acct Mgmt does not need to be involved in this process.

Regarding kit retrieval/dissemination:

I question, for a number of reasons, whether Acct Mgmt is the appropriate personnel to be in the warehouse for extended periods.

First, there is security. Inventory Control keeps all kits under lock and key. That would suggest that Giant Head Client Company wishes to have the product only accessible to appropriate personnel, most likely Distribution.

Also, locating and retrieving kits takes a considerable amount of time (and thereby expense). That time could be better spent in other Acct Mgmt duties and/or researching and contacting customers.

Additional considerations would include issues such as safety and proximity to the product.

Regarding returning cancellations to stock:
As stated above, my duties in the return process encompass a) issues that are not initiated by the customer and b) have already been returned. As in all customer-initiated issues, the CSR team has authority over the final dissemination of cancelled orders and can coordinate those with Receiving.

Customer Service has a standing process of cancelled order inspection that they perform prior to approving customer refunds. Customer Service could fill out the return to stock form at that time. Acct Mgmt does not perform any additional or extraordinary process with these kits and as such, we do not necessarily have a need to be involved in the process. Return to stock forms are available to all, and all part numbers are accessible on the network. Customer Service could fill out these forms and provide them to Receiving once the cancellation is processed.

Regarding manual orders and the concern over order duplication:
Manual orders are customer-initiated issues. Customer Service maintains a log of manual order number generation and can simply add a column to log any additional information they wish to track. Acct Mgmt does not need to be involved in this process.

Additionally, a primary question one might raise if concerned about order duplication is, "Are all (inventory management software program) procedures being followed correctly when manual orders are generated?" If the answer is yes, then there should not be a question of order duplication. If the answer is no, perhaps the best way to handle manual orders would be to revise the procedure to adhere to (that program's) requirements.

I think that just about sums up how I feel about the subject.

9:16 pm - 08.27.02
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