Georgia Tech Supply Chain and Logistics Institute

Supply Chain Fundamentals: Customer Service Operations

Course Description

This course prepares students in the basics of customer service operations and the role of customer service within an organization’s overall supply chain. The course includes presentations of the key elements of customer service including: the order management process, customer relationship management, management of challenging customers, effective customer communications, returns and reverse logistics, and performance metrics.

Who Should Attend

Receiving, Shipping, Putaway, Picking, and Packing Clerks, Operators, Analysts, Supervisors, and Managers
Customer Service, Order Management, Warehouse, Terminal, Crossdock, and Distribution Center administrators, clerks, analysts, supervisors, and managers.
Supply Chain and Logistics Managers, Analysts, Consultants, Supervisors, Technologists Planners and Engineers
Business and Systems Analysts
Supply Chain Education and Human Resource Management personnel
Inventory Planners
Distribution and Warehouse Operations Managers, Supervisors, Planners, Consultants, and Analysts
Order Management Supervisors, Managers, Analysts
Demand Planners, Supply Planners, Forecast Analysts, Forecasting Managers
Service Operations supervisors, Service Operations Managers
Inventory Managers, Inventory Clerks, Inventory Analysts
Transportation Planners, Transportation Clerks, Transportation Analysts, Transportation Managers

How You Will Benefit

Acquire knowledge of the overall order management cycle and process
Understand the impact of effective customer service, especially in issue resolution
Understand the key aspects of, and employee responsibilities in, the customer returns process
Understand the key metrics used in customer returns functions
Understand the key concepts and practices in customer relationship management
Recognize how service performances are measured
Identify key steps in the customer life cycle
Know how to identify, appreciate, and relate to challenging customers in typical business settings through great customer service and understand why customers become challenging
Know how to manage challenging customers
Identify and describe various communication methods and their characteristics
Recognize the key barriers to effective communication and how to overcome them
Recognize regulatory concerns in customer service operations

What Is Covered

Customer Service Operations is a start anytime, self-paced course consisting of 6 Learning Blocks.

Learning Block 1 – The Order Process
Learning Block 2 – Returns and Reverse Logistics
Learning Block 3 – Customer Relationship Management
Learning Block 4 – Challenging Customers
Learning Block 5 - Communication in Customer Service
Learning Block 6 – Legal and Regulatory Concerns

Course Prerequisites

None.

Course Fees

The cost of the course is $350. You will be provided with a URL, username and password to access the material. You must complete all required learning blocks to be awarded a Georgia Tech Course Completion certificate.

Course Timing

Our online Supply Chain Fundamentals courses are 100% online, self-paced, start anytime, and are approximately 40 hours of instruction per course. There is a quiz at the end of each learning block that must be passed to move onto the next learning block.

Technical Requirements

Minimum Requirements

Please review https://pe.gatech.edu/technology-requirements to ensure that the system you will be using is capable of accessing this online course.

User Interface

Online courses are offered through Georgia Tech Professional Education. The interface is provided via Canvas LMS and is primarily point-and-click, and can be learned by anyone capable of using a web browser. There is no software to distribute, and no experience with HTML or other technical knowledge required.

OFFERINGS

REGISTER ONLINE
via Georgia Tech's Professional Education website

Brochures/Flyers

Course Series Flyer

HMTX Industries partnered with SCL and Georgia Tech Professional Education to bring new skills to their workforce.

Earn a Logistics Fundamentals Certificate

Must take 4 SCF online courses: Required course: Supply Chain Management Principles. Choose 3 SCF courses from the following: Warehousing Operations, Customer Service Operations, Inventory Management or Transportation Operations.

This certificate is designed for those who want a solid understanding of logistics fundamentals who may be new to certain supply chain domains. The goal of the program is to support workforce readiness and upward mobility for entry-level and supervisory level associates.

Earn our Supply Chain Fundamentals certificate

You must take 4 SCF online courses: Required course: Supply Chain Management Principles. Choose 3 SCF courses from the following: Customer Service Operations, Supply Management & Procurement, Demand Planning, or Manufacturing & Service Operations.

This certificate is designed for those who want a solid understanding of supply chain fundamentals who may be new to certain supply chain domains. The goal of the program is to support workforce readiness and upward mobility for entry-level and supervisory level associates.

Buy 3 Get One Free!

For every 3 Supply Chain Fundamentals online courses you take, the 4th is free! Contact us after you have completed your 3rd course to obtain a coupon code for the 4th course.

Now available in Spanish!

Please note that our online Supply Chain Fundamentals courses are also available in Spanish! If you have questions or are interested in registering individuals a group, please use our contact form to send us a note and we will be in touch, promptly. Click here for the currently available courses in Spanish.

Georgia Tech SCL Georgia Tech SCL Georgia Tech SCL

Search form

Professional Education Navigation