MDF Systems, Inc.
780 James P. Casey Road
P.O. Box 917
Bristol, CT 06010-0917
Tel:800-426-3752
Tel:860-584-4750
Fax:860-584-4759
www.mdfsystems.com
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A typical day in the life of a Customer Service Rep at MDF. These activities are interspersed with e-mails and telephone calls throughout the day.
8:00AM Arrive at desk with a large coffee
8:01AM Verify orders from the day prior before putting out to production.
Check quantities, ship to's, item numbers etc.
Determine shipping options based on each client’s business rules
8:05AM Turn on Computer
Check emails for any flags from day prior. Follow up as needed.
8:10AM Put e-mails into categories
Orders (top priority) check for completeness
Requests (prioritize)
Questions (prioritize)
Client Leads to be processed
8:15AM Check voice mail messages (multi-tasking with e-mail check)
Take 1st sip of coffee
8:20AM Check previous day’s shipped report, send off tracking numbers or track accordingly.
8:30 AM Make callbacks as needed
8:45AM Check for incoming faxes
9:00AM Check daily escrow report, verifying that all 3rd party clients have been recorded properly.
9:15AM Snail mail delivered – BRC leads and non-electronic publishing leads
9:30AM Receive automatic e-mail notification from warehouse that material received for a client has a lot of backorders that will be processed in today’s batch.
9:35AM Update daily production schedule, adding binder project
9:45AM Production/Data Process meeting daily at 9:45 am for approximately 15 minutes
10:00AM Take morning Break, take 2nd sip of coffee (now cold)
Get new coffee, take a sip or two.
Respond to page – client calling in response to your question
10:15AM Check inventory to make sure all material for binder project in warehouse
10:30 AM Put binder sample together for Production
10:45AM FedEx and UPS deliveries arrive. Urgent Trade Show leads and disk
10:50AM Call client for wording on Trade Show letter
11:00AM Prepare any new non-electronic orders, verifying all addresses, part numbers, and shipping methods
Submit orders to Data Processing
11:15AM Code any non-electronic leads according to media tables and submit to Data Processing
11:30AM New piece of material arrives in Warehouse that needs to be identified before being put in stock. Call client to find out what code should be used. Keep sample for reference.
11:45AM Answer questions from Data Processing about leads
12:00PM Receive e-mail of Trade Show letter. Send to Data Processing to reformat and input into system
12:15PM Start billing on yesterday’s completed project
12:30PM Lunch (check e-mails)
1:30PM Teleconference with clients about potential new project
Requirements definition and pricing needed
2:00PM Write up client requirements and prepare estimate. Submit for approval
2:15PM Check on progress of Binder project in Production
2:30PM Receive list from client about new mailing to be done. Input to Data Processing for reformatting and postal certification.
2:45PM Prepare all non-electronic Rush orders, verifying all information, including part #’s and shipping methods
3:00PM Afternoon Break
3:15PM Answer questions from Warehouse, verifying correct version of piece for order
3:30PM Talk to supervisor about scheduling training on new service offering
3:45PM Get 1st draft of Trade Show letter from Data Processing. Fax to client for approval.
4:00PM Answer questions from Shipping
4:15PM Update Back-up Rep on outstanding issues because of day off tomorrow
4:30PM Estimate for new project approved. E-mail to client.
4:45PM Receive answer on naming new material. Advise warehouse of new code and description.
5:00PM Close computer, put out-of-office display on computer. Shut down. Take well needed day off.
© Copyright 2004 MDF Systems
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