30 Day Assessment of Induction Goals Employee Observed Performance - Total /18 3=Excellent 2=Acceptable 1=Needs Improvement

/3 Takes calls at or above team average /3 Responds within 8 seconds to inbound calls (2 rings) /3 Asks questions as needed and implements training /3 Demonstrates high level of accuracy on data entry /3 Uses Timeclock to punch in and out consistently /3 Confirms receipt of orders and RA’s to sales reps promptly and consistently

Role Play - Total /15 3=Excellent 2=Acceptable 1=Needs Improvement

/3 Warm transfer call providing necessary info to recipient /3 Transfer caller to VM /3 Explain 4 standard billing options /6 Identify which staff take escalations: Buying Group, New Account, Scojo Show, Scojo End User, Collections, Rep Issues

Frame Hands-On Demo - Total /8 /4 Identify basic frame parts /4 Explain frame measurements

SAP Hands-On Demo - Total /27 /14 Data Entry

/2 Enter stock order frame /4 Enter an RA frame /4 Enter parts order /4 Enter bill-only for rep supplied frame

/2 Shipping /2 Track a U.S. Shipment

/7 Accounting /3 Retrieve Invoice using search by: Packslip number, Invoice number, Date /2 Confirm E-Invoice information and send to account /2 Retrieve Credit Memo using search by: Credit Memo number, Date

/4 Website Knowledge /2 ogieyewear.com: Help customer locate frame, view color options /2 scojo.com: Help customer locate frame, view magnification/color options

Employee Signature Date Supervisor Signature Date

/68

60 Day Assessment of Induction Goals Employee Observed Performance - Total /15 3=Excellent 2=Acceptable 1=Needs Improvement

/3 Takes calls at or above team average /3 Responds within 8 seconds to inbound calls (2 rings) /3 Responds to inbound emails professionally, within 1 business day /3 Receptive to feedback and implements coaching /3 Demonstrates high level of accuracy on data entry

Role Play - Total /6 3=Excellent 2=Acceptable 1=Needs Improvement

/3 Refer end-user to retail location /3 De-escalate basic defect issue

SAP Hands-On Demo - Total /18 /3 Order Entry

/3 Enter rep personal at rep discount and document /2 Shipping

/2 Create and document an ICS Collect Request /4 Reporting

/2 Load a Sales Report for an account by year /2 Pull an 18-month Usage report for an account and save

/5 Accounting /3 Retrieve Invoice using search by: Pack slip number, Invoice number, Date /2 Confirm E-Invoice information and send to account

/4 Website Knowledge /2 ogieyewear.com: Help customer locate frame, view color options /2 scojo.com: Help customer locate frame, view magnification/color options

Employee Signature Date Supervisor Signature Date

/39

90 Day Assessment of Induction Goals Employee Observed Performance - Total /18 3=Excellent 2=Acceptable 1=Needs Improvement

/3 Takes calls at or above team average /3 Responds within 8 seconds to inbound calls (2 rings) /3 C&D backorder report processed weekly (on average) /3 Actively seeks and offers data entry support /3 Demonstrates high level of accuracy on data entry /3 Shows interest and expertise at a specific task within the department

Common De-Escalations Role Play - Total /18 3=Excellent 2=Acceptable 1=Needs Improvement

/3 Direct unhappy end user with broken frame to retailer /3 Clarify why the amount on a pack slip differs from amount on statement /3 Explain to Iris account why they were charged a stocking fee on their returned frames /3 Communicate backorder information on a frame to account placing order /3 Communicate reason for partial credit on a return frame to customer /3 Communicate reason for NQF frame return to customer

SAP Hands-On Demo - Total /19 /8 Accounting

/2 Explain current amount due on statement /2 Explain future due amounts and due dates on statement /2 Explain why a given invoice or credit does not appear on the current statement /2 Check status of returned frames and explain credit

/7 Shipping /2 Track a Canadian shipment /5 Explain the following Accellos terms : Unallocated, Allocated, Wave, Nuke, Return Cart

/2 Reporting /2 Determine account eligibility for an Ogi banner using reports

/2 Website Knowledge /2 ogieyewear.com Restore website access to account with password issue

Employee Signature Date Supervisor Signature Date

/55