Customer Service Rep Guide

CSRs are the frontline for customer inquiries and order management. Your dashboard shows open issues, active orders, and a fast customer search.

Dashboard (/customer-service)

• Open Issues — support tickets assigned to you or unassigned
• Active Orders — orders currently in flight (pending pickup, in service, etc.)
• Customer Search — instant search across business name, contact, email, or phone

Creating a New Order

1. Go to Customer Service → New Order (or press N)
2. Search for the customer — type name or email; click to select
3. Select parts — parts registered to this customer appear in a grid
   • Each part shows its current status, wear level, and last service date
   • Select the parts to include in this order
4. Choose pickup window — available pickup slots based on the customer's location
5. Confirm — review the order summary and submit

The customer receives an email confirmation automatically.

Order Statuses

| Status | Meaning | |--------|---------| | pending | Created, awaiting pickup scheduling | | scheduled | Pickup date confirmed | | picked_up | Driver has collected the parts | | in_service | Parts at service center | | ready | Sharpened, ready for return delivery | | delivered | Returned to customer | | completed | Order closed | | cancelled | Order cancelled (parts returned if already picked up) |

Handling a Customer Call

"Where are my parts?"

1. Search for the customer
2. Open their most recent order
3. Check the status timeline — each status change has a timestamp
4. If parts are at the service center, note the expected return date
5. Click Send Update to email the customer their current status

"I need to add more parts to my order"

• If the order is still pending or scheduled: open the order → Edit → add parts
• If already picked_up or later: create a new order for the additional parts

"I was charged incorrectly"

• Open Accounting → Invoices → find the invoice
• If a correction is needed, escalate to Accounting (you do not have invoice editing access)

Cancelling an Order

1. Open the order → click Cancel Order
2. Select the cancellation reason (required)
3. If parts have been picked up, mark whether they need to be returned

Parts in in_service cannot be cancelled until the service center returns them.

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Quick Reference

| Shortcut | Action | |----------|--------| | N | New order | | S | Customer search | | / | Focus search bar | | Esc | Close modal |