Customers POC Day-to-Day SOP

Created by Wilson, Lindsey, Modified on Fri, 1 Nov at 2:12 PM by Wilson, Lindsey

SOP – Customer’s POC Day-to-Day

General Information
Process Title: NA/RA	Department: CSC
Effective Date: 4/25/24	Revised Date:

Introduction

This SOP aims to define the responsibilities and best practices for sales support staff acting as the day-to-day POC (point of contact) for customers.

Purpose

It covers the essential processes for supporting sales activities, maintaining customer satisfaction, and ensuring effective communication.

Scope

This SOP applies to Sales Support Managers daily or as needed.

Roles and Responsibilities

Serve as a contact for day-to-day customer inquiries, issues, and requests.

Build and maintain a positive relationship with the customer.

Ensure timely and accurate communication with the customer.

Collaborate with the field OSR, TSM, BM, and RAM/NAMs and other internal teams to resolve customer issues.

Keep RAM/NAM’s informed of relevant customer interactions and documents.

Common Procedures

Handling Customer Inquiries

Respond promptly to customer inquiries, aiming for a response within the same business day, if the issue is not resolved same day, reach out to the customer with an update and set realistic and fair expectations. Provide as many updates as needed to maintain a transparent line communication towards resolution.

Address questions related to product information, order status, pricing (Account/Relationship dependent), and availability. If additional information is needed, liaise with the appropriate internal teams.

Escalate complex issues to the sales team or other relevant departments, ensuring a seamless handoff and communication with the customer.

Direct “One off” Sales Activities

Prepare sales documentation, including quotes, contracts, and proposals, in collaboration with the sales team.

Collaborate with Counter Salesman, Branch Managers and RAM/NAMs on sales-related tasks such as placing orders and coordinating ETA’s

Problem Resolution and Follow-Up

Address customer complaints and issues promptly, escalating when necessary to ensure timely resolution.

Document or discuss problems and their resolutions with RAM/NAM if necessary to maintain a record of customer interactions

Follow up with customers after resolving issues to ensure satisfaction and to prevent recurrence