For a typical* CE worker please describe:
Aptitude:
- Knowledge of/experience with Laddawn's business and CE's processes, procedures, etc.
- People skills with customers and co-workers
- Technical skills at work - computer, phone, queue, Avante, etc.
- Outside/personal interests with respect to cellphones, smartphones, using the web, social media, etc.
Attitude about work and life - motivation, emotion, risk tolerance, persistence, optimism, pessimism
Abilities - physical and cognitive capabilities and limitations
*"Typical" may be hard to define. People are different. Try to think in terms of a composite - someone who is a blend of real CE workers you know.
Michael
Michael has been working at Laddawn for 2 years. He has an amazing way on the phone with the customers. He knows many by name without asking and has relationships with some as well. He doesn’t think this is a bad thing, as he knows the Laddawn "personal touch" adds to the overall experience.
However, he knows how busy he and his colleagues are, so his focus is to get as many transactions done by the time he leaves at 5, so not to cripple the night crew. So sometimes he even has to politely cut the chatty person off because they are way off the topic of the transaction and the queue requires attention.
He is passionate about the work he does here. So much so that he can even get upset when he feels customers are taking advantage of Laddawn’s "customer is always right" way. He doesn’t fight it because he knows it is all for the greater good, but he may grumble under his breath or vent in the weekly meeting. He knows how to work around our system but can sometimes struggle with taking multiple requests (call on top of call on top of faxes that were already pulled) and this can be a little nerve wracking for him. He tends to keep to himself on the days where things seem very busy.
Michael sometimes struggles with Avanti’s quirky ways. He has issues getting through some of the stuff that he feels could be easier to navigate.
1.) We have a type 1 order which means you are to ship it as it comes in and it will get there after the usual transit time. The other order type is a type 2 order, when you have a type 2 order it means it is going to ship out at or be recieved at a later date. Basically gives you the option of choosed "ship to arrive on" vs "ship on". (something like that) The problem is that every Purchase order is different so you may get thru the the entire order before you realize that it is a type 2 order. At that point your only option is to get out of the work you just did and start over. Can be very frustrating to some one like Michael who wants to just get to the next order. Especially when its only changing a number in the the second field.
2.) Another big annoyance is sort of similiar, when you are in the sales order lines (F5) and you are inputting your item #'s or descriptions if you enter in the wrong number on that line you can not just change it. It forces you to cancel the line. Okay that is fine. However if you find your mistake and go to fix it without finishing a line which happens you find your self locked between lines being forcesd to either pull your hair out or start over. Most times when Michael makes a mistake like this rather than cancelling the line he starts over. When if your 5 lines in the time wasted is aggravating.
These are two of the things that would drive Michael crazy. It's all about time managent and things that cause a loss in time stress him out. He knows how much we have in the Queue and its important to get it all done. Micheal can get through Avante pretty fluently but can slow down when faced with these sort of things.
Everyone in the office gets along pretty well but Michael is universally liked. Very witty and always has a wise crack that will almost always get the crowd roaring with laughter.
He owns an IPhone and has been up in the air about getting on the I pad train; he was thinking I pad mini because it is more in his price range. He spends a lot of time on Facebook but he considers himself a gamer buying all the latest Xbox 360 Call of Duty games. He started a Tumblr account a while ago to blog about his gaming triumphs but It never took off so he went back to using the message boards on his favorite gaming sites.