insights into the world of caffeinated monkeys
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| javamonkey insights into the world of caffeinated monkeys |
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Thursday, December 21, 2006 Created By Dante, Just For Me My very own personal circle of hell is my new job. So much to do. So much. I will be living at my desk until Ian and I move to Florida. Let me explain a bit about my predecessors in customer care--there were two of them, two sisters, who really weren't interested in doing their jobs and just did the bare minimum of work required to keep higher management off of their asses. You could send a customer to customer care, then to the customer care manager, then to the corporate VP and only at step 3 would the customer receive a message from customer care or would contact be made. It was so bad that the corporate VP put the warehouse manager in charge of customer care because there were so many issues, she couldn't do her job. The owner then had the brilliant idea to make these two girls an offer--one would take over my job at the store and the other would be an administrative assistant at the warehouse office (or be fired) and I would move into customer care and the warehouse office manager would move into customer care with me. Great plan, except that they never replaced the warehouse office manager--she is the person who did all of the receiving, scheduling of incoming trucks, tracking of delivered budgets, scheduling of warehouse personnel, return paperwork for damaged merchandise, parts ordering--pretty much all of the warehouse functions were completed by her. Now there is no one to do them, and she is distracted every 5 minutes or so by a new warehouse issue that only she can resolve because she is the only one who knew how to do whatever it is that needs to be done. And in the meantime, she's trying to show the old customer care person what it is she's doing, and I'm left to do whatever it is that I should do. Except that I really don't know what exactly I'm doing. I'm calling customers back, scheduling tech appointments, handling returns for damaged merchandise, ordering parts, working from 8am until 7 or 8 at night (until whoever is left at the warehouse threatens to lock me in the building). I was in on my day off today, to try to get caught up (I've been there 3 days and I'm behind--well, you know, my predecessor couldn't be bothered to respond to emails or messages from 12/9 on--the date that she knew she was leaving customer care) and was told that I wasn't taking care of any of my responsibilities. Apparently, in customer care, customers come last. They are the last priority. Bottom of the list. I shouldn't be calling them when there is other, more important work to be done (and if this stuff is so important, shouldn't I be given a post-it trail or a list or a hint or something??). I am seriously in my own private version of hell right now. I don't think there are enough hours in the day for me to handle everything (whatever is included in that everything) that needs to be done. And my new co-worker is zero help. Did I mention that cleaning up this entire department is my responsibility? If I can do this, I think the staff and management of the warehouse/corporate office/stores will simultaneously shit their pants. I have a feeling that in the meantime, I'm going to go crazy trying to get it all done. At this point, I'm willing to take any suggestions/smartass remarks to try to shake things up a bit. Just be sure to email them to my work address, because all emails there will get a reply. I make no such promises about messages left through alternate means. posted by jaime | 6:36 PM 0 comments |
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