1. Customer Service Manager
George Chavira
Customer Service Manager

2. Who is George Chavira? History and Experience
Worked in Customer Service for over 20 years
Manufacturing and Service Industries
Honeywell – 8 years
Created manufacturing finance shared services call center
Created policies and procedures to streamline processes
Coached, trained and managed domestic and international teams of up to 10 members
Cox Communications – 6 years
Coached, trained and supervised frontline and specialized teams of up to 20 members
Developed process and procedures for specialized team
Goal
Create an Amazing Customer Experience by getting our customers what they need, when they need it and informed through out the journey

3. Accomplishments Started at Crafco on 05/08/2017
Observed and learned the Domestic Customer Service Roles
Identified gaps in policies, procedures, communication and staffing; such as:
Staffing
Ensure that we have the right people in place
The proper head-count
Re-assigned Customer Service Representatives to improve effectiveness and efficiency
SAP Order Entry Process
Order Entry Checklist
Drop Ship Process
Credit/Rebill Process
Open Order Process
On-Base
Pricing & Availability Process
Pre-Buy Process
Urgent Shipping Process
Customer Touch-Points
Manager Escalation Process

4. Vision
Make Customer Service the reason why customers will come, stay or return to Crafco
Get our customers what they want, when they want and keep them informed
Create Amazing Customer Experiences
Increase efficiencies, effectiveness and accuracy
Make the life of Sales Reps better by caring for Customers
How we will get there
Develop Customer Service Business Plan
Develop method to capture and measure Customer Satisfaction
Continue to improve on our policies, procedures, training and communication

5. Keeping Customers Informed
We have made communication improvements!
On Standard Orders customers will receive:
that we have received and are processing their order
the Order Confirmation
Call from shipping to confirm order details
that order has shipped,
Some customers will also receive tracking information
If order did not ship as scheduled, customer will receive a call from Customer Service with new ship date
Customer will receive invoice after order has shipped
On Non-Standard Orders (Will Advise)
Call from Customer Service to update order and ship date 5

6. How Do We Receive Orders?
Crafco orders can be sent to or to the specific Customer Service Representative
PMSI orders can be sent to
ed orders are preferred
Order in writing; less errors
Fax
Phone Call
CSR manually completed Order From while on the call

7. Order Form 7

8. Customer Order Form Requirements
All orders must be completed on the Customer Order Form
The form has been updated to provide all information to process an order
Allows Customer Service to process an order more efficiently
Minimizes errors, corrections and confusion
Receiving incomplete or inaccurate information leads to loss of valuable time from all parties including the customer
Common Errors on Customer Order Form
Actual Date vs. ASAP; and PO Date not same as Required date
Ship To Complete Address
Plus Shipping vs. “shipping included” or “add shipping”
Effective Immediately
Incomplete orders submitted by Crafco employee will be returned for completion
Incomplete orders submitted by non-employee customers, Customer Service will call customer to complete form

9. The Customer Experience
Goal: deliver product to customer on time
Customer Service receives order:
If all OK - no issues
If Crafco can’t meet requirements, CS responds with options before sending a confirmation, such as:
Delivery date can be met if fulfilled from another plant
Delivery can be sent if we have delivery date flexibility
Delivery can be complete by sending compatible material

10. The Customer Experience – Lead Times
Do NOT use words “Lead Time”
The role of customer service is to get the customer “what they need, where they need it and when they need it”
Use all of our resources to provide options to our customers
The importance of providing an actual delivery date vs “ASAP”
NEVER LOSE A CUSTOMER, EVER!

11. Escalation Process
Before escalating, ensure that order form is accurate and complete
Ensure Crafco Part Number is accurate
Ensure quantity is correct as it relates to the Crafco Part Number and the Unit of Measure
Orders must be submitted with QuoteWerks # so that we have pricing and other terms noted
Be specific when you want the order shipped. Many orders are displayed as blank, or ASAP. Make sure the shipping terms are explicit. “Plus Shipping” could be misinterpreted as “shipping is included in the price” or “add shipping to invoice”
If an order is Tax Exempt, the form/certificate should be included with the order
Simply stated an accurate form is processed much quicker through the system, less risk for errors, and greater positive experience you will have, as well as your customers 11

12. Escalation Process
If order form has been submitted completed accurately and your order is still not processed or questions still remain and your Customer Service Agent has not properly addressed the situation, you can now escalate by following the below steps (the escalation process is in place for any situation: sales orders, inquiries not addressed, s not answered, unsatisfactory responses, etc.)
Include “Escalation” on the subject line of the when the situation is escalated
Your customer service agent has not provided a satisfactory response or no response within 2 business hours, the situation can be escalated to the next level (Customer Service Manager – George Chavira)
 After the situation has been escalated to the Customer Service Manager and you have not receive a response within 24 business hours the situation can be escalated to the next level (Marketing of V.P. – Brian Price) 12

13. The Order Entry Process
Review Checklist to ensure accuracy
Is the quote shown on the order, current?
Validate with QuoteWerks
What type of order is it?
Sealant, Parts, Red/Blue
Which Sales Organization
Crafco, PMSI, International
Is the ship-to in SAP?
Is this order replacing a Will Advise?
Do we have the product?
Review Will Advise order commitments
Look at other product numbers/plants
If not, Sealant orders go to the Materials Planner who will give a ship date
Parts orders for items not on hand are entered with a 7 day lead time and coordinate with Parts Planner 13

14. Order Rate Reduction New Order Entry System – SAP (Oct – Current)
Cancellations/Errors Increased
Caused many errors leading to canceled orders
New Customer Service Manager (Nov – Mar)
Canceled/Errors Decreased
Understood SAP provided guidance
Busy Season started, temporary employees started, lack of proper training (Mar – Current)
Canceled/Errors Increased
Customer Service Manager Departed
New Customer Service Manager Started (May – Current)
Canceled/Errors Decreasing
Implemented Standard Operating Procedures
Identified proper staffing
Open Order, block, canceled and late delivery reports
Regionalized team for better accountability 14

15. What else does Customer Service do?
We take calls from customers wanting:
Freight Rates
Invoice Copies
Purchasing history
Lead times on sealants / machines / parts
Requesting credit or to return items
Tracking numbers
We call the customer to:
Advise if there’s a problem
To find out how things are going and to update on current orders
Review aging orders
We track down
Missing shipments/items
Missing orders 15

16. Questions Send Your Feedback
We grow by receiving supportive or constructive feedback that we turn into action! 16