Customer Service Supervisor Information roadmap (B2B Direct) (Enterprise)
Learning objectives
Learn how to approve returns, and handle payment exceptions. In addition the Customer Service Supervisor can perform all the tasks assigned to a Customer Service Representative to learn about these tasks refer to the Customer Service Representative Information roadmap.
- View accounts
- View RFQs
- Manage customer information
- Approve system-denied returns
- Manage auctions
- Process payments
Prerequisite skills
You should understand store procedures and how to use a Web browser.
Getting Started
The Customer Service Supervisor uses the WebSphere Commerce Accelerator to manage customers and orders. The following list groups key Customer Service Supervisor tasks by menu option.
Sales
- View RFQs (requests for quotes)
- Manage customers:
- Find, list, and change customer registration information
- Reset customer logon passwords
- Manage orders:
- Find, list, change, cancel, split, and add comments to orders
- Place, change, and cancel orders for customers
- View a customer's order history
- View a summary of each order
- Manage returns:
- Create, change, and add comments to returns
- View a summary of each return
- Manage auctions:
- List and find auction bids for a customer
- Monitor and respond to any active auction forums
Store
- Work with approval requests and submissions
- List, find, approve, and reject approval requests
- View a summary of each approval request
- List and find approval submissions
- View a summary of each approval submission
- Participate in asynchronous collaborative business discussions in the form of workspaces using Lotus QuickPlace
(C) Copyright IBM Corporation 1996, 2006. All Rights Reserved.