Customer Service Representative (B2B Direct) (Enterprise)
Learning objectives
Learn how to change customer information using the WebSphere Commerce Accelerator. You will learn how to:
- Create, change, or cancel a customer order
- Change customer registration information
- Reset a customer account
- Process a return
- Manage auctions for customers, such as withdrawing bids and managing discussion forums
Prerequisite skills
You should understand store procedures and how to use a Web browser.
Getting Started
The tasks that a CSR can perform are as follows:
Sales
- View RFQs (requests for quotes)
- Manage customers:
- Find, list, create, 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
- Find and list returns
- Manage auctions:
- List and find auction bids for a customer
- Monitor and respond to any active auction forums
- Provide real-time customer support using a Lotus Sametime synchronous chat applet
- Find and list returns
Store
- Work with approvals
- 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
Management
- Perform organization management operations in Organization Administration Console on
- Related organizations under Registered Customer member group
- Sub organizations under this related organization
- Users of these organization(s) and sub organization(s)
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