Daily Priorities - Support

DAY TO DAY PRIORITIES

1. Check email and voicemail first for urgent matters

a. Return urgent voicemails first, then urgent emails

b. After urgent matters have been addressed, move onto any missed calls and support emails

2. Follow ups from previous day

a. Follow up with pending tasks or outstanding questions or quotes from previous day

3. Field customer service issues and claims

a. Send an introductory response to the client acknowledging the issue, outlining next steps, and confirming the claim has been opened. Ask for any missing information required to assess the issue, including photos, videos, order number, packaging details, or clarification of what occurred

b. Ensure all claims are logged and reported within two hours of receipt. Complete and required playbooks and update images or attachments as needed.

c. Promptly follow up with client regarding the outcome (or let them know if it’s still being addressed if not handled/concluded same day)

d. Document all communication, decisions, and resolutions within the claim and associated playbook

4. Assist with order management based on client lead times and artwork approval

a. May need to collect rush service fees, shipping charges, or other outstanding payments from client

b. Ensure urgent orders and claims are processed promptly by coordinating with graphics and purchasing departments

c. Confirm timelines and communicate realistic expectations to clients when production or shipping constraints apply

5. Assist Sales department with calls or email

a. Request for Quote - This task should take priority over all other tasks, with a quote sent out within 30 minutes or less

b. Address verifications, additional payment needed, order details questions, etc.

6. Assist Graphics department with calls or email

a. Follow up regarding proofs, pending address confirmations, outstanding payments, or artwork revisions to prevent production delays