Customer Service Representative

Customer Service SOP & Expectations

"Customer Comes First"

Purpose

To define clear expectations for Customer Service to ensure consistent execution, strong sales partnership, and a best‑in‑class customer experience aligned with the Lindenmeyr brand.

Role Overview

Customer Service plays a critical role in supporting Sales, operations, and customers by executing orders accurately, communicating proactively, and reinforcing Lindenmeyr’s reputation for reliability, responsiveness, and service excellence.

Core Expectations

1. Sales Partnership & Support

• WIN AS ONE approach- Answer all inbound calls in a timely and professional manner
• Act as an extension of the Sales team
• Communicate order status, pricing, and lead times proactively
• Flag risks and customer concerns immediately
• Support onboarding and key initiatives

Performance Standard: Timely, accurate execution that builds trust and supports Sales

2. Customer Experience & Communication

• Respond promptly and professionally
• Own requests from start to resolution
• Communicate delays and next steps clearly
• Maintain a solution-oriented mindset

Performance Standard: Customers experience Lindenmeyr as reliable and easy to work with

3. Order Accuracy & Execution

• Verify items, specs, and description for all direct/warehouse orders internally and with the mill before processing.
• Ensure correct pricing, quantities, and delivery details
• Follow all internal and vendor processes
• Maintain accurate documentation and invoicing

Performance Standard: Orders are executed right the first time

4. Internal Processes & Accountability

• Use ERP, CRM, and workflows consistently
• Communicate across departments clearly
• Escalate issues with solutions
• Manage workload effectively

Performance Standard: Dependable execution with minimal oversight

5. Teamwork & Continuous Improvement

• Support team coverage
• Promote collaboration
• Identify process improvements
• Adapt to change

Performance Standard: Team-first mindset supporting growth

Measurement & Accountability

Performance is evaluated using a combination of day-to-day execution, behavioral consistency, and overall contribution to team and customer success .

Semi-annual performance reviews will be conducted to evaluate overall performance based on the following:

• Responsiveness and follow-through
• Order accuracy
• Communication quality
• Process adherence
• Support for customer retention and satisfaction
• Attendance, reliability, and dependability
• Professionalism and workplace conduct

Managers will also consider:

• Consistency of performance over time
• Willingness to improve and adapt
• Initiative and ownership of responsibilities
• Contribution to team collaboration and overall service quality

Performance reviews are intended to provide constructive feedback, recognize accomplishments, identify development opportunities, and support ongoing employee growth and success.