Original Date: 06/29/1995
Revision Date: 01/18/2007
Best Practice : Customer Service Department
The Customer Service Department provides all interface between Wainwright Industries and its customers. The Department is a quick response team that prepares quotes, takes orders, provides job status, processes order changes, and addresses customer concerns in an efficient, highly successful effort. External Customer Satisfaction Index surveys are also administered by the Customer Service Department and sent to all customers representing at least 0.5% of Wainwright sales.
At Wainwright Industries, the Customer Service Department has a staff of five cross-trained personnel who provide a quick and efficient response to all the Wainwright customers. This consolidation eliminates the need for customers to navigate through a company’s organization to identify the appropriate point of contact and acquire the information needed. The team closely coordinates customer interface with the internal resources of the company. Team personnel attend weekly meetings with Production Control for project updates and to maintain a status record of each job including shipping dates, quantities, and schedule. The team coordinates the routing of purchase orders and relative documents with Production Control and assembles individual job folders that include copies of quote work sheets, formal quotes, latest drawings, and the purchase order. The team, company president, quality assurance, project coordinator, plant manager, design manager, and production manager then attend feasibility meetings to address each new job.
The practice of providing a quick response Customer Service Department has proven highly satisfactory to the Wainwright customers. The collocation and cross-training of the staff personnel have contributed significantly to a most efficient and effective operation.
For more information see the
Point of Contact for this survey.