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Induction Goals 30 60 90 Assessment

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Induction Goals 30 60 90 Assessment

  1. 1. 30 Day Assessment of Induction Goals Employee Observed Performance - Total /18 3=Excellent 2=Acceptable 1=Needs Improvement /3 Takes calls at or above team average /3 Responds within 8 seconds to inbound calls (2 rings) /3 Asks questions as needed and implements training /3 Demonstrates high level of accuracy on data entry /3 Uses Timeclock to punch in and out consistently /3 Confirms receipt of orders and RA’s to sales reps promptly and consistently Role Play - Total /15 3=Excellent 2=Acceptable 1=Needs Improvement /3 Warm transfer call providing necessary info to recipient /3 Transfer caller to VM /3 Explain 4 standard billing options /6 Identify which staff take escalations: Buying Group, New Account, Scojo Show, Scojo End User, Collections, Rep Issues Frame Hands-On Demo - Total /8 /4 Identify basic frame parts /4 Explain frame measurements SAP Hands-On Demo - Total /27 /14 Data Entry /2 Enter stock order frame /4 Enter an RA frame /4 Enter parts order /4 Enter bill-only for rep supplied frame /2 Shipping /2 Track a U.S. Shipment /7 Accounting /3 Retrieve Invoice using search by: Packslip number, Invoice number, Date /2 Confirm E-Invoice information and send to account /2 Retrieve Credit Memo using search by: Credit Memo number, Date /4 Website Knowledge /2 ogieyewear.com: Help customer locate frame, view color options /2 scojo.com: Help customer locate frame, view magnification/color options Employee Signature Date Supervisor Signature Date /68
  2. 2. 60 Day Assessment of Induction Goals Employee Observed Performance - Total /15 3=Excellent 2=Acceptable 1=Needs Improvement /3 Takes calls at or above team average /3 Responds within 8 seconds to inbound calls (2 rings) /3 Responds to inbound emails professionally, within 1 business day /3 Receptive to feedback and implements coaching /3 Demonstrates high level of accuracy on data entry Role Play - Total /6 3=Excellent 2=Acceptable 1=Needs Improvement /3 Refer end-user to retail location /3 De-escalate basic defect issue SAP Hands-On Demo - Total /18 /3 Order Entry /3 Enter rep personal at rep discount and document /2 Shipping /2 Create and document an ICS Collect Request /4 Reporting /2 Load a Sales Report for an account by year /2 Pull an 18-month Usage report for an account and save /5 Accounting /3 Retrieve Invoice using search by: Pack slip number, Invoice number, Date /2 Confirm E-Invoice information and send to account /4 Website Knowledge /2 ogieyewear.com: Help customer locate frame, view color options /2 scojo.com: Help customer locate frame, view magnification/color options Employee Signature Date Supervisor Signature Date /39
  3. 3. 90 Day Assessment of Induction Goals Employee Observed Performance - Total /18 3=Excellent 2=Acceptable 1=Needs Improvement /3 Takes calls at or above team average /3 Responds within 8 seconds to inbound calls (2 rings) /3 C&D backorder report processed weekly (on average) /3 Actively seeks and offers data entry support /3 Demonstrates high level of accuracy on data entry /3 Shows interest and expertise at a specific task within the department Common De-Escalations Role Play - Total /18 3=Excellent 2=Acceptable 1=Needs Improvement /3 Direct unhappy end user with broken frame to retailer /3 Clarify why the amount on a pack slip differs from amount on statement /3 Explain to Iris account why they were charged a stocking fee on their returned frames /3 Communicate backorder information on a frame to account placing order /3 Communicate reason for partial credit on a return frame to customer /3 Communicate reason for NQF frame return to customer SAP Hands-On Demo - Total /19 /8 Accounting /2 Explain current amount due on statement /2 Explain future due amounts and due dates on statement /2 Explain why a given invoice or credit does not appear on the current statement /2 Check status of returned frames and explain credit /7 Shipping /2 Track a Canadian shipment /5 Explain the following Accellos terms : Unallocated, Allocated, Wave, Nuke, Return Cart /2 Reporting /2  Determine account eligibility for an Ogi banner using reports /2 Website Knowledge /2 ogieyewear.com Restore website access to account with password issue Employee Signature Date Supervisor Signature Date /55

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