Customer Service Manager
0ROLE_0060
Task Field
The customer service manager oversees the activities of customer service representatives and/or order processing staff. She or he is responsible for ensuring consistent customer service and satisfaction by implementing customer service policies and procedures.
The customer service manager monitors global sales administration processes (for example, quotations, orders or deliveries) and uses information from Business Warehouse queries to evaluate customer satisfaction and track any customer problems. For example, by comparing quotations and incoming orders, the customer service manager can judge the success rate of quotations.
Structure
Tasks in Business Information Warehouse
The customer service manager monitors and evaluates detailed information about particular customers. Business Warehouse makes this information available in workbooks. Every task corresponds to a cluster from one or more workbooks, which contain several queries that yield the relevant information. As the customer service manager has to fulfill several tasks, these are grouped together logically into task areas (subchannels).
The following workbooks are available for the customer service manager's tasks:
Quotation Processing
Task (Cluster) |
Workbooks |
Quotation information and tracking |
Quotation success rates per customer General quotation information per customer Quotation tracking per customer |
Order Processing
Task (Cluster) |
Workbook |
Incoming orders |
Order, delivery and sales quantities Incoming orders Sales volume Billing documents Sales values |
Faultless sales order processing |
Quantity and value of returns Returns per customer Fulfillment rates Proportion of returns to incoming orders Proportion of credit memos to sales volume |
Deliveries
Task (Cluster) |
Workbook |
Delivery delays and processing times |
Delivery delays per sold-to party Incorrect delivery quantities Average delivery processing times |
Weights and volumes |
Deliveries |
Analyses and Comparisons
Task (Cluster) |
Workbook |
Volume/Costs |
Distribution channel analysis |
Deliveries |
Weekly deliveries Monthly deliveries |
Integration
The customer service manager is able to evaluate detailed information about each individual customer, whereas the sales manager receives information for analyzing sales at a more global level.