Purpose
To define the standard operating procedures for Customer Service Representatives (CSRs)
responsible for supporting showroom operations, approving customer registrations, managing
promotional communications, and ensuring customers receive timely and professional
assistance.
2. Responsibilities
Customer Service Representatives are responsible for:
Greeting and assisting showroom visitors.
Managing new item displays and updates in the showroom.
Approving online business registrations.
Maintaining accurate client records.
Sending promotional communications.
Responding to client inquiries and requests by phone and email.
3. Procedures
3.1 Showroom Operations
A. General Showroom Duties
1. Greet clients promptly and courteously upon entry.
2. Determine if the client is a new applicant or an existing account.
3. Provide samples, product details, and bulk pricing information.
4. Assist customers with purchase requests and ensure they are recorded properly.
5. Maintain a clean, organized, and fully stocked showroom, keeping fresh expiration dates on
products.
B. New Item Set Up
1. Receiving Department delivers newly arrived products to the designated staging area.
2. Data Entry Department then creates a new item number in the system.
3. Buying and/or Replenishing Departments review and determine the item cost and
wholesale pricing.
4. Marketing Department receives the updated new item list, then:
o Sources official product images, or
o Takes clear photos of the product for website upload and marketing use.
5. Customer Service Representative is responsible for:
o Printing and applying price labels for the showroom display.
o Ensuring the product is properly set up on the showroom floor and presented for
sale.
o Verifying that each new item has a matching label, SKU, and listed price before
making it available to clients.
6. Confirm all new items are visible in the internal system and ready for customer ordering
before the next business day.
3.2 Online Customer Registration & Approval
1. Review new company applications submitted through the website daily.
2. Verify business credentials (license, resale permit, tax ID, and contact info).
3. Approve valid accounts within 1–2 business days.
4. Send “Welcome to Wells Grocery Wholesale” confirmation email upon approval.
5. Escalate suspicious or incomplete applications to management for review.
