Office Assistant Expectations by SuzAnne Brothers

Transcription

1 Office Assistant Expectations by SuzAnne Brothers The duties of the Sales Director s office assistant fall into several general categories: daily, as needed, weekly, monthly and yearly tasks. An office assistant should be very familiar with the Mary Kay business so questions from Consultants, customers and other Directors can be answered in an intelligent and enthusiastic manner. It would be very helpful for an assistant to read the Consultant Guide, review the Consultant Order Form, view Company marketing videos and become familiar with the products in your inventory. Daily To Do 1. The office assistant and Director should have a regular scheduled daily meeting to review the tasks, events and expectations of the day. At this meeting the tasks for the day will be assigned. At the end of the day, the assistant should write down the accomplishments of the day and leave on the Director s desk. 2. Phone messages and other notes should be made in a spiral, lined notebook approximately 6" x 9" in size. Each day should be dated and noted in the notebook. Use a separate notebook for each year and do not use one notebook for more than one year. This way the notebook can then be stored with that year s tax and business information. 3. Listen to the Unit hotline early each day. 4. Check the mail basket each day and send out all out going mail. 5. Gather mail from mailbox and pull out any business mail. Leave personal mail in a preassigned location. 6. Answer the telephone and courteously talk with each customer, offering her options including pick up or delivery, letting her know about new products, up selling so they can become familiar with new or previously untried products and receive any gifts with purchase. As Needed To Do 1. Enter all customer sales tickets and profiles in workable filing system. 2. Track customer use and make reorder phone calls to customers. Make sure customer profile cards and customer information are kept up to date. 3. Customer orders - fill these as needed. Ask if order will be delivered or mailed. If you take directions to a customers home, please write on back of the profile and keep in file for future reference. 4. Mail customer orders, or prepare order for same day delivery. 5. Encourage all customers to purchase in order to receive the current Preferred Customer Program gift. Page 1 of 8

2 6. Monitor all product exchanges to make sure that the product is received back and accurately tracked in the computer. 7. Section I & II orders - check in any orders received and put away, comparing to computer printout. Label all product and stamp all brochures. Lipsticks, pencils and cleansing bars do not receive labels. 8. Inventory - update in computer program. 9. Prepare thank you cards to send to hostesses. 10. Contact customers who have not paid their bill. 11. Process new Consultants: a. Record new Unit Consultant information. This includes recording new Consultant s name, address, home and work phone number, address, consultant number, beginning month, recruiter, husband s name and birthday into the computer. The Director should be given information on all new Consultants as it comes into office. b. Mail new Consultant a welcome letter and packet with other information as determined by Director, including the sheet Inventory Planning Tips, available on the Area web site, a current newsletter, and a copy of SuzAnne s tape, Time, Business & Money Management. 12. The husbands of new Consultants are to be sent a welcome letter and information about the Company and facts that will help answer his questions. This includes, Answers To Husband s Questions, and Dual Marketing Program ; both are available in the for the guys section on the Area web site Call new Consultants to welcome them to the Unit, schedule new Consultant orientation and to make sure they know the location and time of Unit meetings. 14. A Consultant address book should be kept current in a computer file using the word processor. As a new Consultant becomes part of the Unit her name should be added under the new Consultant section of the directory. Each month after the Unit analysis report is received this directory should be updated with former Consultants removed, reinstated Consultants added and new Consultants from the previous month added to the main section of the directory. After the directory is updated, the date of the update should be indicated on top of the first page, and printed out for the Director. A sample entry is shown here: Unit Consultants November 8, 2002 Consultant name (husband name/ b-day) home phone # Consultant number street address work phone # address city, state zip code beginning month - recruiter Jane Consultant (Joe 10.24) N Can Sell Anything Way w janeconsultant@marykay.com Evergreen, CO /02 - J. Consultant Esmeralda Jones (Fred) ZZ Oak Way #211 w esmeralda@ .com Big Tooth, MT /02 - M. Consultant 15. Adoptee Consultants - send adoptee a welcome letter. 16. Adopted Directors - send letter if Director is taking care of her Consultant. 17. Adopted Director - send letter is she is taking care of my Consultant, with a $5.00 check Page 2 of 8

3 as an advance for prizes that the Consultant will earn. 18. Send all new Senior Consultants the following: a. Congratulatory letter for becoming a new Senior Consultant that outlines your expectations, and information on becoming a Star Recruiter. b. The New Recruiter Checklist ; available on the Area website, Prepare second new Consultant packet to be mailed two weeks after the welcome packet and include the following information sheets which are all available on the Area web site: Tax Facts You Should Know, Booking Ideas, and 30 Prospect Sources. 20. It is critical that computer files be kept organized and current. Computer files can be labeled the same as the files in the file cabinet. One suggestion is that computer files begin with the prefix mk for better organization. This way all of your Mary Kay computer files will be in easier to find and in alphabetical order. Some of your computer files may be labeled: mk directory - this will include a separate document for unit Consultant addresses, business addresses, Director addresses, and other business addresses and phone numbers mk nl - this is your newsletter file and will contain your Unit newsletters, address labels for your newsletter and other documents that contain information that you want to use and have used for you newsletters mk unit - use this file to store documents such as star Consultant information & other tracking, correspondence, unit meeting ideas, etc. mk flyers - use this file to store flyers that you create for the Unit and other special events. mk tax records - include any information relating to keeping tax records such as your year end inventory and business expense records. Creating files in your file cabinet that correspond with your computer files will make it easier to find documents. Don t be shy about creating files as needed. When you create a document in your computer, keep it and it will save you time later when you want to create something similar. 21. Telephone - answer calls with a cheerful voice. If you are not sure if the Director is available, you could say something like: I m not sure if she is available, let me check. Or repeat their name out loud as you say hello, then the Director can nod yes or no if she wants to take the call. This allows the Director good time management. Answer all calls and questions you are able to. 22. Track inventory and prepare monthly orders. 23. Monitor Section II inventory so orders can be made when necessary. 24. Unpack and label orders on day of arrival. Make sure all items are included in shipment by checking the order against the shipping invoices, then file invoices. 25. Make sure there are always enough postcards, paper for photocopies, stationary, business cards, letterhead, envelopes, etc. to run the office smoothly. Page 3 of 8

4 26. Tidying the office of all projects, and creating a clean work space before leaving each day. 27. Prepare Consultant birthday and anniversary cards by the 25 th of each month for the following month. Birthday information is available on InTouch with each new monthly report. Address the cards and note the birth date on the upper right hand corner of the envelope so the stamp will cover and leave them for the Director to sign. Mail birthday cards so they are received on time. Anniversary cards can be mailed at the beginning of the month. 28. Send sympathy cards and other special occasion cards as necessary. Address and stamp for the Director to sign. Please put a post it note on the card so she knows what the card is for. 29. Monitor all incoming money, making sure a good accounting record is kept, and notify the Director of any outstanding accounts. For head counts of events where the Director is collecting money, keep a record of all people who have registered, and indicate whether they have paid. 30. When answering the telephone it works best to wear a head set or take the telephone with you in the house to answer as many incoming calls as possible. 31. Filing as needed. 32. Enter all business expenses into computer every couple of weeks. 33. Create documents on the computer, and fax as needed. 34. Monitor office equipment (fax, computers, copy machine, etc.). Schedule maintenance when necessary and order supplies (fax paper, toner, paper etc.) when needed. 35. Please make sure we don t run out of the following: a. postage stamps b. large and small white business envelopes c. address and reorder labels (MK Impressions) d. pink Mary Kay stationary and envelopes (MK Impressions) e. printer paper and printer cartridge refills f. scotch tape, staples, copy machine paper g. ribbons (Mary Kay Director order form) h. prizes - pearl enhancer, future Director pin, star recruiter pin, MK logo pin, gold / silver / bronze medals (Mary Kay Director order form) i. Consultant birthday cards (Mary Kay Director order form) j. customer birthday cards k. bar pins (SWJ or appropriate prize company) l. other prizes (misc companies) m. welcome letters and training packets and sheets - restock as needed 36. Send out correspondence as needed; star Consultant letters, pacesetter, termination letters. 37. Monitor postage stamps and keep a two week supply on hand. 38. Track all incoming checks for sales, business, supplies, events and record payments as needed. 39. Make bank deposits as needed. Page 4 of 8

5 Weekly To Do 1. The Assistant and Director should hold weekly conferences. 2. Enter all weekly summary information. 3. Make up ribbons for the upcoming Unit meeting for the following (put Consultant name and amount on back of each ribbon and put in meeting bag): a. weeks over $300 b. classes over $150 c. facials over $100 d. reorders over $ Put together all prizes according to vouchers turned in so they can be awarded at the Unit meeting. Record name, prize given and date on prize sheet. Put prizes in meeting bag. 5. Out of town Consultants: a. ribbons: follow #1 and #2 above, but do not send ribbons unless the Director instructs. b. prizes: send if vouchers are attached to summary (for example for Power Start etc.), and if not awarded by adoptee Director. c. mailings: try to keep prizes, summaries, etc. together so we can mail full envelopes each week and save some postage. d. weekly summary sheets: return to Consultants by mail after they have been reviewed and written on by Director. 6. Address thank you cards to Unit meeting participants the day after the meeting. 7. Tracking: a. Star Consultant production; mail postcards to Consultants so they can monitor their Star status, and make phone calls as necessary. b. Track Unit Consultants that are on-target for Unit and Area contests, including car production, Perfect Start and other contests and promotions as necessary. 8. Go Kit - the Director s personal beauty cases are to be cleaned weekly; please make sure they are ready with the following: a. trays - clean mirrors and Styrofoam inserts, cotton balls, head bands, sponge tip applicators, mascara wands, lip brushes, lip liner demos, glamour trays, 2-3 blending brushes, and 5-6 sponge tip applicators b. tube case - make sure there are no empty tubes c. black sample cases - be sure all colors are stocked d. check extra demos and replenish as needed e. hostess gift f. tickets g. door prize h. place mats and markers 9. Prepare an expandable file that will hold all handouts to be used at Unit meetings. Pack with 5 welcome packets, 10 recruiting packets, Choices tapes with Choices Evaluation Sheet (available on the Area web site), and other forms and information as needed. Every Unit meeting day make photocopies of any needed handouts that will be used at the meeting and place in expandable file. 10. Monitor Consultant contests and have prizes ready for meeting. Order new prizes as needed. Page 5 of 8

6 11. Prepare an alphabetical expandable file that will hold the Consultant s Weekly Summary Sheets and prize vouchers. The day after Unit meeting record applicable information from the forms into file or computer system. After recording information, have them ready so the Director can write comments on them and then return to the expandable file so they can be returned to the Consultants at the next Unit meeting. 12. Mail Weekly Summary Sheets from A-Team Consultants to their Directors. 13. Make sure any music needed for Unit meeting is in bag. 14. Pack the car each week for Unit meeting. 15. Make any necessary calls to adoptee Directors regarding prizes that have been earned by A-Team Consultants, and bill adoptee Directors for prizes. 16. Create any posters and flyers as needed. Monthly To Do Week #1 1. Newsletter a. Put together as much of the newsletter as possible from information that the Director has given you, including any training information. Insert information that has been gathered from previous month s Unit meetings. b. Production, sales, birthday, and other information will be inserted after the InTouch reports are downloaded. InTouch reports are usually available at the end of the first week of the month; normally around the 8 th of each month. c. The newsletter should be created with simplicity in mind. One Click Newsletter works with Microsoft Publisher 2000 and Publisher 2002 and is available through Desktop Office Manager. The newsletter is used to give recognition and motivate Consultants in the Unit. d. The newsletter should have the same format each month so that Consultants will know where to look for recognition and information. e. Consider using updates in addition to the monthly newsletter. updates can keep Consultants current on Unit contests and other items, including recognition. 2. Report any new Unit movers to SuzAnne s office by the 5 th of each month by fax, phone or so they can be listed in the Area newsletter. Please provide name, address, phone number and address. Please report: a. All new Star Recruiters, Team Leaders, On Target Grand Achievers, Grand Achievers. b. All Unit Directors in Qualification. c. Inspirational stories from the Unit for the Area newsletter. 3. Transfer all pink ticket sales information and personal information (baby due date, mother sick, went on vacation, etc.) for the previous month to appropriate profile card. 4. Preferred Customer Program (PCP) and mailing lists - add any new customers to PCP list for future mailings. Change address and phone numbers needing changes on PCP and profile cards. (The Director will probably indicate on pink ticket or by a note if there are address changes, but if you are unsure, ASK!) Update Consultant and Director address lists as needed. Page 6 of 8

7 Week #2 1. Newsletter a. Working on the newsletter over portions of week #1 and week #2 does not mean the newsletter takes two weeks to complete! Make a goal when the newsletter will be complete and mailed; maybe the 12 th of each month. 2. Mail out all T and I-3' letters after they are signed by the Director. This information is on the InTouch monthly reports. Week #3 1. Birthday cards a. Prepare Consultant cards for the upcoming month. b. Prepare customer birthday cards for the upcoming month. 2. Order office supplies, prizes, etc. by the 21 st of each month. NOTE: Please do not order anything until you let the Director know. She probably has sources that she will prefer to use. Please ask the Director what form of payment is to be used. 3. Remind Director to send a message to Area movers that are listed in the Area newsletter. This can be done by postcard, , or telephone. Week #4 1. Orders a. Prepare Section I & Section II orders and order after Director has reviewed. Yearly To Do 1. At the end of each calendar year, a year end product inventory needs to be conducted. This needs to be done as close to December 31 or soon after January 1 as possible. This inventory is used for tax purposes and is the year end inventory for the ending year and the year beginning year for the new year. The inventory is a permanent record to be stored with all tax information for that year. 2. At the end of each calendar year put the year on the spiral notebook that has been used for telephone messages for that year and store in a box with other tax records for that year. 3. At the end of each calendar year all of the tax information should be put into folders with the category labeled on the outside. These are also stored in a box labeled with the calendar year on the outside. 4. At the end of each year a summary of expenses in each category (office expenses, postage, utilities, travel, etc.) needs to be printed out prior to meeting with the tax accountant. Page 7 of 8

8 General Information 1. It is a good idea to create a monthly bonus pay schedule for the assistant. For example, if the Unit reaches a certain level of Unit production, the assistant would receive a bonus. This creates more incentive in their work. 2. It is the Director s goal to have a long term assistant and compensation should reflect that. Remember - you and your assistant are going to be an incredible team that accomplishes great things by working together! 3. The Director can pay her assistant on a cash basis and not withhold any taxes. This amount then can be considered as a contract labor expense for tax purposes. The Director should consult her tax account as to the correct method of paying an assistant. Page 8 of 8