1. Customer Service Expectations
Focus on using positive language in all communications with customer: A positive image must be created with the customer regardless of the situation.
Return customer scheduling requests within 1 business day: Scheduling and system issues should be invisible to the customer.
Reply to customer questions or problems in timely fashion: Customers want to stay informed. Keep in contact daily with customer regarding progress.
Drive scheduling using the guidelines and tools provided:
Logistics/Cleanpack: work closely with Logistics and Cleanpack Coordinators to properly schedule and manage the orders.
Order Management:
Ensure profiles properly approved and added to all orders prior to shipment.
Validate and update pricing prior to and during order management.
Initiate new quotes or updates to contract pricing prior to order execution.
Follow routing guidelines and document exceptions in order level SCHD instructions.
Immediately respond to all receiving and off spec issues identified by the receiving facilities.
Work with central support network on Proactive Call Program, Direct Ship, and Transportation Only orders.
Identify when vendors are being used and manage PO process accordingly.
Paperwork: Manage paperwork for T&D and CleanPack/HHW pickups where profiled waste is shipped.
Complete orders early to ensure that all paperwork is properly created and checked by close of business the day prior to the pickup.
IP Resolution: Review the Manifest Resolution workbench daily.
Closing the Loop:
Manage Unbilled reports(both CP and T&D): Primarily focus on previews but work the whole report. Billing is a team effort between CSR, RCC, TSS and your biller.
Customer PO Broken Rules: Ensure that NO invoices are completed without proper Customer PO information.
Manage Open Sales Orders, Off Specs, Open POs.
Support customer invoice questions and problems. Identify and correct the source of the problem to prevent future issues.
Support Account Managers and TSS’s: act as conduit to CHES systems(manage profiles, pricing, account info, collections) for large accounts (A and C ranked).
Take complete ownership of all aspects of account management for small customers (E ranked unassigned accounts).
Communication: Constructively communicate issues through management.

2. CSR Task Management
Lead CSRs must make sure all daily CSR tasks are covered for their branch
Making sure the branch has organization over unbilled, open sales order, container management, feedback management and supplies accomplishes the following.
Save money by reducing excess office supply inventory
Improve customer service by making sure office and drum supplies are available.
Minimize impact of the monthly close process.
Maximize monthly billings
Improve morale by having clean professional work areas
Develop schedule to assign specific tasks
Measure performance of both individual and all user tasks monthly.
Task:
Assigned To:
Frequency:
Ready to Bill
All CSR
Daily
Not Ready to Bill
Assigned
IP Resolution
Open Sales Order Report
Office Supply Management
Daily/weekly
Drum Supply Review
Weekly
Driver/Chemist Feedback Process
Container Tracking Review
Proactive Generator Management