1. 1 Internal & Confidential Average:______________
30 Day Assessment of Induction Goals Employee
Observed Performance
1st
30 Days – 1st
& 2nd
Week
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Productivity:
Takes between 10-30 Calls/Day
Responds within 8 seconds to Inbound Calls (2 rings)
Responds to inbound emails professionally, within 1 business day,
BCC Ambre on response
Uses time clock to punch in and out consistently
Follow designated break schedule
Rep Support:
Confirms receipt of orders and RMAs to Sales Reps promptly and
consistently
Demonstrates high level of accuracy on data entry
Coachability:
Receptive to feedback and implements coaching
Demonstrated Skills
1st
30 Days – 1st
& 2nd
Week
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Phone System:
1) Warm transfer call providing necessary info to recipient
2) Transfer caller to VM
3) Field General Mailbox Voicemails
SAP, Stock Orders & RMAs:
4) Enter stock order frame
5) Enter an RA frame
6) Enter parts order
Product Knowledge:
7) Identify basic frame parts
8) Explain frame measurements
_______
Employee Signature Date Supervisor Signature Date

2. 2 Internal & Confidential Average:______________
1st
30 Days – 3rd
Week
Observed Performance
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Productivity:
Takes between 10-30 Calls/Day
Responds within 8 seconds to Inbound Calls (2 rings)
Responds to inbound emails professionally, within 1 business day,
BCC Ambre on response
Uses time clock to punch in and out consistently
Follow designated break schedule
Rep Support:
Confirms receipt of orders and RMAs to Sales Reps promptly and
consistently
Demonstrates high level of accuracy on data entry
Coachability:
Receptive to feedback and implements coaching
1st
30 Days – 3rd
Week
Demonstrated Skills
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Shipping
1) Track a U.S. Shipment
Accounts Receivable
2) Retrieve Invoice using search by: Packslip number, Invoice
number, Date
3) Retrieve Credit Memo using search by: Credit Memo number,
Date
4) Confirm E-Invoice information and send to account
_______
Employee Signature Date Supervisor Signature Date

3. 3 Internal & Confidential Average:______________
1st
30 Days – 4th
Week
Observed Performance
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Productivity:
Takes between 10-30 Calls/Day
Responds within 8 seconds to Inbound Calls (2 rings)
Responds to inbound emails professionally, within 1 business day,
BCC Ambre on response
Uses time clock to punch in and out consistently
Follow designated break schedule
Rep Support:
Confirms receipt of orders and RMAs to Sales Reps promptly and
consistently
Demonstrates high level of accuracy on data entry
Coachability:
Receptive to feedback and implements coaching
1st
30 Days – 4th
Week
Demonstrated Skills
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Receivables
1) Explain the 4 standard billing options
Problem Solving/Escalations/Collaboration
2) Identify which staff take escalations: Buying group, New
Account, Scojo NY Show, Scojo NY end User, Collections, Rep
Issues
Website Knowledge
3) Ogieyewear.com: Help customer locate frame, view color
options
4) Scojo.com: Help customer locate frame, view
magnification/color options
Employee Signature Date Supervisor Signature Date

4. 4 Internal & Confidential Average:______________
60 Day Assessment of Induction Goals Employee
60 Day
Observed Performance
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Productivity:
Takes between 30-50 Calls/Day
Responds within 8 seconds to Inbound Calls (2 rings)
Responds to inbound emails professionally, within 1 business day,
BCC Ambre on response
Uses time clock to punch in and out consistently
Follow designated break schedule
Rep Support:
Confirms receipt of orders and RMAs to Sales Reps promptly and
consistently
Demonstrates high level of accuracy on data entry
Coachability:
Receptive to feedback and implements coaching
60 Days
Demonstrated Skills
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Customer Interaction/Problem Solving/Escalations
1) Refer end-user to retail location
2) De-escalate basic defect issue
Order Fulfilment/Stock Orders/RMAs
3) Enter rep personal at rep discount and Document
4) Create and document an ICS Collect Request
SAP Systems/Overall Proficiency
5) Load a Sales Report for an account by year
6) Pull and save an 18-month Usage Report for an account
7) Retrieve Invoice by using: Pack Slip #, Invoice #, Date
8) Confirm e-Invoice information and send to account
Website Knowledge
9) Ogieyewear.com: Help customer locate frame, view color
options
10) Scojo.com: Help customer locate frame, view
magnification/color options

5. 5 Internal & Confidential Average:______________
Employee Signature Date Supervisor Signature Date
90 Days
Observed Performance
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable(0)
Productivity:
Takes between 50+ Calls/Day
Responds within 8 seconds to Inbound Calls (2 rings)
Responds to inbound emails professionally, within 1 business day,
BCC Ambre on response
Uses time clock to punch in and out consistently
Follow designated break schedule
Rep Support:
Confirms receipt of orders and RMAs to Sales Reps promptly and
consistently
Demonstrates high level of accuracy on data entry
Coachability:
Receptive to feedback and implements coaching
90 Days
Demonstrated Skills
Task/Goal Notes:
Excellent(2)
Acceptable(1)
Unacceptable
(0)
Customer Interaction/Problem Solving/Escalations
1) Direct unhappy end user with broken frame to retailer
2) Communicate backorder information on a frame to account
placing order
3) Communicate reason for partial credit on a returned frame to
customer
4) Communicate reason for NQF frame return to customer
Accounts Receivable
5) Clarify why the amount on a pack slip differs from amount on
statement
6) Explain to Iris account why they were charged a stocking fee on
their returned frames
7) Explain current amount due on statement
8) Explain future due amounts and due dates on statement
9) Explain why a given invoice or credit does not appear on the
current statement
10) Check the status of a returned frame and explain credit
Shipping
11) Track a Canadian shipment
12) Explain the Accellos terms: unallocated, allocated, wave,
return cart, rating
Website Knowledge
13) Ogieyewear.com: Restore website access to account with
password issue
Employee Signature Date Manager Signature Date