1. Prepared by Michele Mascia “This workforce solution was funded by a grant awarded under Workforce Innovation in Regional Economic Development (WIRED) as implemented by the U.S. Department of Labor’s Employment and Training Administration. The solution was created by the grantee and does not necessarily reflect the official position of the U.S. Department of Labor. The Department of Labor makes no guarantees, warranties, or assurances of any kind, express or implied, with respect to such information, including any information on linked sites and including, but not limited to, accuracy of the information or its completeness, timeliness, usefulness, adequacy, continued availability, or ownership. This solution is copyrighted by the institution that created it. Internal use by an organization and/or personal use by an individual for non-commercial purposes is permissible. All other uses require the prior authorization of the copyright owner.”

2. Customer Service Industry Jargon

3. Customer Service Customer Service Representative: CSR Customer Service Representative: CSR Customer Service: CS Customer Service: CS Branch of a business that supports the needs of their customers or clients. Branch of a business that supports the needs of their customers or clients.

4. Responsibilities: Taking orders / sales Taking orders / sales Answering phone calls Answering phone calls Resolving issues with billings Resolving issues with billings Samples Samples Complaints Complaints Filing Filing Different arrangements: Different arrangements: Contract – Salaried Contract – Salaried Hourly Hourly Commission Commission

5. Purchase Order PO PO Document requesting services or products. Document requesting services or products.

6. Order Confirmation Document or number that acknowledges acceptance of a purchase order. Document or number that acknowledges acceptance of a purchase order.

7. Bill of Lading BOL BOL Document of shipment; carriers receipt showing the change in possession of goods. Document of shipment; carriers receipt showing the change in possession of goods. Contains shipment information of quantity, type, address… Contains shipment information of quantity, type, address… Provides customers with tracking information. Provides customers with tracking information.

8. Invoice or Billing Statement Document that provides billing information and the close of an order. Document that provides billing information and the close of an order. Includes payment amount, due date, products, amounts, customer po number, company order number… Includes payment amount, due date, products, amounts, customer po number, company order number… Billing statements may cover more than one purchase order. Billing statements may cover more than one purchase order.

9. Manifest Bill of lading for a shipping vessel. Bill of lading for a shipping vessel. States all the containers and sizes aboard a ship. States all the containers and sizes aboard a ship. Provides line name, ship name and export date. Provides line name, ship name and export date.

10. Material Safety Data Sheet MSDS MSDS Necessary and required information for any chemical that is used within a work place. Necessary and required information for any chemical that is used within a work place. Necessary and required for any shipment of chemicals. Necessary and required for any shipment of chemicals.

11. Letter of Credit Bank guarantee of funds available to pay for an international shipment. Bank guarantee of funds available to pay for an international shipment. Important for international sales. Important for international sales. Has an expiration date that must be adhered to. Has an expiration date that must be adhered to.

12. Contract Document that outlines the agreement of services between two companies. Document that outlines the agreement of services between two companies. Usually covers: Usually covers: Product to be purchased Product to be purchased Amounts to be purchased Amounts to be purchased Price Price Payment terms Payment terms Delivery terms Delivery terms Expiration date Expiration date

13. Order vocabulary: words frequently involved with the placement of a purchase order Bill to (consignee) Bill to (consignee) Ship to Ship to Purchase order number Purchase order number Product code / resource code Product code / resource code Quantity: amount of product Quantity: amount of product Eaches or weight Eaches or weight FOB: Freight on board location FOB: Freight on board location Ship via: mode of transportation Ship via: mode of transportation Prices Prices Total: dollar amount due Total: dollar amount due Shipping and handling fees Shipping and handling fees Taxes Taxes Net due: payment terms Net due: payment terms

14. Shipping Document Vocabulary FOB: freight on board. Refers to when owner ship of the goods passes from the vendor to the purchaser. FOB: freight on board. Refers to when owner ship of the goods passes from the vendor to the purchaser. Consignee: owner of goods Consignee: owner of goods Vendor: who sold the goods Vendor: who sold the goods Address of pick up Address of pick up Ship to / Delivery address Ship to / Delivery address Product Product Packaging details including tare, net, and gross weights. And, measures in cubics (dimensions of the goods for sea and air shipments). Packaging details including tare, net, and gross weights. And, measures in cubics (dimensions of the goods for sea and air shipments). Haz Mat information (hazardous material) Haz Mat information (hazardous material) Carrier signature Carrier signature Tracking details & POD (proof of delivery) Tracking details & POD (proof of delivery)

15. Accounting Terms Invoice: billing document Invoice: billing document Credit limit: amount of credit extended to a customer by a vendor. Credit limit: amount of credit extended to a customer by a vendor. Payment terms: conditions of payment in amount and days due. Payment terms: conditions of payment in amount and days due. Net 30: full payment in 30 days Net 30: full payment in 30 days CIA: cash in advance CIA: cash in advance COD: cash on delivery (carrier collects a check) COD: cash on delivery (carrier collects a check) Accounts receivable: takes in the money / receives payments. Accounts receivable: takes in the money / receives payments. Accounts payable: pays the bills / sends payments. Accounts payable: pays the bills / sends payments.

16. Logistic Information Logistics: handling and details of a business. Logistics: handling and details of a business. Shipping and transportation Shipping and transportation Warehouse locations Warehouse locations Product packaging and weights Product packaging and weights Inventory level Inventory level Manufacturing locations Manufacturing locations

17. Government Terms OSHA: Occupational Safety and Health Administration OSHA: Occupational Safety and Health Administration Provides guidelines and laws surrounding the fair treatment of employees. Provides guidelines and laws surrounding the fair treatment of employees. Insists that MSDS be provided for all chemicals found within a work place. Insists that MSDS be provided for all chemicals found within a work place. Enforces labor safety regulations. Enforces labor safety regulations.

18. IATA: International Air Transportation Association. International Air Transportation Association. Provides all air transportation rules and guidelines. Provides all air transportation rules and guidelines. DO NOT sign an IATA form if you have not been certified to do so! DO NOT sign an IATA form if you have not been certified to do so!

19. General Information Thomas Directory: Thomas Directory: http://www.thomasnet.com/ http://www.thomasnet.com/ http://www.thomasnet.com/ List of companies and products. Good reference if a customer is frustrated that you could not help them. List of companies and products. Good reference if a customer is frustrated that you could not help them.