CSR Role Training
There are specific and specialized areas of the operations application that support day-to-day activities for CSRs. In this course, learn about all things “Customer Service Representative” in the software, including support records (like customers, order types, and addresses), creating and viewing orders, and helpful tips and tricks to make the software work for you.
Created by CXT Software Virtual Learning Team
Key Concepts
- Record administration
- Important fields for CSRs (customers, business units, order types, etc.)
- Creating, viewing, and editing orders
- Supporting the Client Portal
- Reporting
- Tips & Tricks
- Beginner Level
- 8 Comprehensive Lessons
- Includes 15 Videos
- 100% Online
- Available on Mobile
- Automatically Saves Progress
This training is created for the CSR role specifically. If you have a dual role, and also provide dispatcher services, please refer to our Dispatcher Role Training Course for more information.
The CSR Role Training Course is what we call a “role-based” course, and it’s intended to cover information relevant to a specific role in the company. While many companies may have slight variation in each role’s responsibilities, we’ve structured role-based courses to be relatively generic and all-encompassing.
New to our learning library? Check out our Getting Started page for helpful tips on the interactive elements in each course, navigating the course lessons, and where to get help if you need it.
Below is a brief outline of what you can expect to learn from each of the lessons in this CXR Role Training Course.
This lesson reviews the customer record with important areas for CSRs. We’ll cover everything from set up to maintenance.
This lesson’s outline includes:
- Locating customer records
- Searching
- Exploring quick-jumps inside the application
- Creating a customer record
- Various options for assigning a customer ID
- The default customer
- Common areas of CSR interest
- Locating customer records
Learn how business units can be used for grouping information inside the Operations App. Users can show/hide records associated to certain business units and filter reports for visible business units only.
This lesson reviews:
- Associating business units to records
- Filtering
- Exploring visibility with filters
- User-specific business unit filters
- Exploring visibility with permissions
When creating orders for customers, CSRs interact with order types and rate charts. In this lesson, learn about the options available and some standard practices.
This lesson covers:
- Overview
- Important order type fields
- Rate chart requirements
- The 3 rating schemas
- Important rate chart fields
- Brief overview of complex rate capabilities
- Rate chart groups
- Quote tool
Learn about the different address types and where to create, add, or edit an address.
This lesson’s outline includes:
- Address types
- Operations App addresses
- Creating addresses
- The use of the customer ID field
- Adding addresses during order entry
- Internet user addresses
- Types of internet user address books
- Default address options
- Methods to copy addresses
Creating, searching for, and reviewing orders is a critical CSR function. This lesson reviews orders and the sections important to CSRs.
- Creating orders
- Using shortcuts
- Required fields
- Adding addresses
- Various ways to search for orders
- Areas of Interest for CSRs
- Brief intro to the dispatch board and Client Portal
- Editing/Updating orders
- Adding notes
- Adding attachments
- Editing delivery times
The Client Portal is a where clients can create orders, print shipping labels, check order status, track drivers and shipment ETAs, view invoices, run reports, and more. We’ll cover areas that would be helpful for CSRs to know:
- Internet users
- What are internet users?
- Locating internet users in the Operations Application
- Creating internet user records
- Templates
- Noteworthy settings
- Approving internet users
- Common areas of interest
- Using the Client Portal
- Order creation
- Order tracking
- Order reports
- Parcel tracking
Learn about ready-to-use reports and customizable reports that can be created by the Find Tool.
This lesson’s outline includes:
- Built-in reports
- Popular report examples
- Rate Sheets
- On Time Performance
- Popular report examples
- Common reporting usage for CSRs
- Using the find tool
- Exploring the find tool fields
- The Advanced Find Service
- Viewing reports in find tool
Learn some tips and tricks to help you use the Operations App like a pro.
This lesson’s outline includes:
- General tips
- Quick-jumps between records
- Exploring navigation buttons
- Operational tips
- Using the wildcard (%) character
- Order jumping with function keys
- Order type tester
- Distance override