Shannon Mock
Customer Experience
Marketing
Kuroko
Financial Peace
Vendor Harmony
Purpose:
Igniting and fueling the love of poultry by offering quality products and educating for success. Striving for a ubiquitous presence in the poultry industry.
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Accountabilities:
- There are no accountabilities defined for this role.
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Kuroko
Purpose:
In kabuki, the kuroko serve many of the same purposes as running crew. They move scenery and props on stage, aiding in scene changes and costume changes. At Purely Poultry, the Kuroko assist in the day to day operations by maintaining legal compliance; scheduling orders; acquiring, maintaining, paying and communicating with vendors; ensuring profitability, fulfilling on-site supply orders and auditing every order to ensure the best customer experience and return sales.Accountabilities:
- Setting Company-wide Security Standards
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Purely Nirvana
Purpose:
Ensuring team happiness through compensation, benefits, team-building, appreciation, and providing the correct tools to excel in any given position here at Purely Poultry. This circle combines the former Team Happiness and People-and-Partnership circles to encompass all HR related roles and serve our employees well.Domains:
- Creating Company Policies
Accountabilities:
- There are no accountabilities defined for this role.
Purpose:
Ensuring customers have the best possible customer experience.
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Customer Experience Representative
Purpose:
Take, own and respond to every single incoming call, ticket, and chat with a welcoming, helpful in-person voice to assist in whatever way we are able and keep them from calling the competition.Accountabilities:
- Ensuring that all calls routed to you are answered and resolved in a timely fashion.
- Answering every single call routed to you whenever possible, responding to customers' needs, and escalating matters outside of your skillset when necessary by transferring calls or scheduling callbacks by notating issues and assigning tickets to the proper department head.
- Submitting Order Processing Requests when necessary for changes or cancellations on all Internally scheduled orders.
- Submitting an Order Processing Request form every time there is a need to alert @customer support, @execution manager or an outside entity.
- Communicating non-customer-related requests to the appropriate department.
- Processing all tickets in your assigned view to the minute daliy using the following prioritization unless otherwise directed by @Fulfillment : 1. Your Unsolved View 2. Urgent 3. Untouched 4. All Tickets
- Publishing any changes to your planned Customer Experience Hours, including allotted hours for special assignments, on the shared work calendar by Wednesday of the week prior and being available in phones for calls during 90% of those scheduled hours (allows 40 min for 2x 15 min breaks and 2x 5 min bio breaks every 7 hours published work-day.
- Being prepared for your day prior to 9 am includes: clocking in, pulling up appropriate sites and forms for your role and ensuring there are no technical issues, processing your email inbox, reviewing your calendar, checking your to-do list, prioritizing daily tasks, and getting yourself ready to be highly productive for the duration of your shift.
- Being prepared to end your shift by completing the following as required: removing yourself from phones, cleaning up open tabs, tracking your tasks in your to-do list, filling out the call tracker documentation, ensuring your published schedule is accurate, and turning off your computer when you leave for the day. On Fridays, completing all security tasks per the Securities Form and cleaning up your desk space are included.
- Tracking all tasks that you perform in your to-do list accurately for total transparency and accountability.
- Clocking in and out of Gusto appropriately and accurately and submitting your hours for Payroll purposes before midnight on Saturday of each week unless required sooner.
- Completing a call-back to the contact on every ticket that is 48 hours old or more.
- Setting the correct expectations with each customer to ensure they are making informed decisions.
- Notifying @LeadLink or @IT/Softwares of any software or website issues as necessary.
- Notifying the Team of duplication of same issue if reported by 3 or more customers via Alerts Chat and private message to @Purely Nirvana.
- Assisting existing customers with issues regarding their orders including cancellations, contact changes, reschedules, and guarantee claims and general questions, transferring to appropriate department when outside of skillset.
- Noting each customer communication accurately and completely from ZenDesk to ZenCart while cross-referencing order and incident numbers for ease of follow-up.
- Maintaining accurate knowledge of product availability and sharing the information with the customer when applicable.
- Completing all 10 points of the Standard of Care Policy on every interraction.
- Maintaining accurate, pleasant, and efficient performance while on the clock.
- Utilizing Phrase Express and Macros as much as possible.
- Troubleshooting website issues with customers upon request or advising appropriate role holders of any issues.
- Listening to and triaging voicemails as assigned. Completing all call-backs and tasks possible and transferrring or assigning when outside of your skillset.
- Greeting in-person customers inside the stores and assisting with purchases including check-out and gift wrapping.
- Ensuring store always appears tidy and that all displays are full, clean, and orderly.
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Domains:
- Role assignments within the Circle
Accountabilities:
- Assigning Partners to the Circle’s Roles; monitoring the fit; offering feedback to enhance fit; and re-assigning Roles to other Partners when useful for enhancing fit
- Allocating the Circle’s resources across its various Projects and/or Roles
- Establishing priorities and Strategies for the Circle
- Defining metrics for the circle
- Structuring the Governance of the Circle to enact its Purpose and Accountabilities
- Removing constraints within the Circle to the Super-Circle enacting its Purpose and Accountabilities
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Domains:
- All constitutionally-required records of the Circle
Accountabilities:
- Capturing and publishing the outputs of the Circle’s required meetings, and maintaining a compiled view of the Circle’s current Governance, checklist items, and metrics
- Interpreting Governance and the Constitution upon request
- Scheduling the Circle’s required meetings, and notifying all Core Circle Members of scheduled times and locations
Purpose:
Finding the need of our potential customers and filling it with products, services, specials, and information that will generate sales and revenue.
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Marketing Editor
Purpose:
Increase SEO, Website Traffic, and Conversions by utilizing advertising and marketing methods that are tech savvy, trendy, cohesive, and effective in increasing sales.Domains:
- Giveaways and Donations
Accountabilities:
- Defining, Measuring, Analyzing, and Improving Conversions by partnering with roles accountable for social media marketing.
- Working to increase the percentage of visitors to a website that convert into customers by optimizing marketing strategies.
- Engaging valuable traffic from the free, organic, editorial or natural search results on search engines.
- Getting articles published in external publications
- Advertising and Marketing via paid methods
- Authorizing production of promotional materials.
- Deciding what product, cash, or gift certificates to donate or giveaway in what amount, to whom and when.
- Deciding what website domains we should have registered.
- Evaluating marketing campaigns for effectiveness and giving feedback for future campaigns.
- Monitoring availability of advertised products and updating marketing campaigns when a change occurs.
- Establishing affiliate marketing relationships.
- Coordinating with appropriate roles such as pricing and product roles to create marketing calendar.
- Ensuring adherance to the Published Marketing Calendar to create uniformity across all platforms.
- Evaluating completed work and accepting once ready for deployment
- Reviewing work in progress and providing feedback.
- Evaluating and proofreading completed work and accepting once ready for deployment.
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Newsletter Artist
for Newsletters/ Weekly EmailsPurpose:
Utilizing emailed newsletters to inform our subscribers and drive sales.Accountabilities:
- Creating Newsletters for multiple uses, including a standard monthly newsletter delivered the same time each month.
- Using images with appropriate permissions within the newsletters.
- Creating thought-provoking and insiteful articles that engage our readers and subscribers when possible.
- Adhering to the published marketing calendar and other team roles to ensure uniformity and coherance to other themes at the time of publishing.
- Keeping all content industry-related and time-relevant.
- Posting newsletter links to other social media platforms where available and sending a link to the team chat interface.
- Integrating feedback surfaced by @Marketing Editor and @LeadLink
- Submitting content to @Marketing Editor for approval prior to publication.
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Domains:
- Images file structure
Accountabilities:
- Launching products.
- Developing existing products.
- Approving Product Reviews and Testimonials.
- Collecting photos.
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Product Marketing
Purpose:
Entice customer to purchase our products by way of written information and product positioningAccountabilities:
- Creating and publishing written content for all things website.
- Integrating feedback surfaced by @Editor @Marketing Manager and @LeadLink
- Reviewing and editing previously written product related content.
- Writing and maintaining product descriptions and other product related content.
- Fixing broken links on company website and throughout published content.
- Reporting potential and current problematic website issues and resolving the issues with @Web Developer
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Tik Tok Guru
Purpose:
Utilizing TikTok Social Media platform to drive traffic and sales for our company.Accountabilities:
- Posting content to the Pinterest Media platform in the most effective way possible to drive website visits and sales.
- Monitoring comments, messages and other Tik Tok inquiries from our customers
- Including tags where possilbe, including #purelypoultry, #chickens, and #purely(staffname) to personalize and increase drive of visits
- Adhering to the published marketing calendar and other team roles to ensure uniformity and coherance to other themes at the time of publishing.
- Integrating feedback surfaced by @Marketing Editor and @LeadLink
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Accountabilities:
- Choosing and registering for events.
- Coordinating preparation for promotional materials and give-a-ways.
- Coordinating staffing of booths.
Purpose:
In kabuki, the kuroko serve many of the same purposes as running crew. They move scenery and props on stage, aiding in scene changes and costume changes. At Purely Poultry, the Kuroko assist in the day to day operations by maintaining legal compliance; scheduling orders; acquiring, maintaining, paying and communicating with vendors; ensuring profitability, fulfilling on-site supply orders and auditing every order to ensure the best customer experience and return sales.
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Lead Link
Purpose:
In kabuki, the kuroko serve many of the same purposes as running crew. They move scenery and props on stage, aiding in scene changes and costume changes. At Purely Poultry, the Kuroko assist in the day to day operations by maintaining legal compliance; scheduling orders; acquiring, maintaining, paying and communicating with vendors; ensuring profitability, fulfilling on-site supply orders and auditing every order to ensure the best customer experience and return sales.Domains:
- Role assignments within the Circle
Accountabilities:
- Assigning Partners to the Circle’s Roles; monitoring the fit; offering feedback to enhance fit; and re-assigning Roles to other Partners when useful for enhancing fit
- Allocating the Circle’s resources across its various Projects and/or Roles
- Establishing priorities and Strategies for the Circle
- Defining metrics for the circle
- Structuring the Governance of the Circle to enact its Purpose and Accountabilities
- Removing constraints within the Circle to the Super-Circle enacting its Purpose and Accountabilities
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Accountabilities:
- Filling out state import applications.
- Completing NPIP requests.
Purpose:
Keeping Purely Poultry Financially Healthy and Strong.
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Accountabilities:
- Updating bank accounts. Monitoring cash balances and cash forecasts according to Cash on Hand Policy. Monitoring debt levels and paying any debt on a timely basis.
- Preparing and analyzing Financial Statements and Pro Forma statements.
- Maintaining banking and credit rating agency relationships.
- Remitting taxes.
- Maintaining the chart of accounts. Conducting reconciliations.
- Maintaining reliable control systems. Maintaining appropriate insurance coverage.
- Verifying expenses have been authorized. Reporting unauthorized spending.
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Accounts Payable
Purpose:
To improve and maintain excellent relationships with vendors and customers by providing timely, accurate payments.Domains:
- Accounting Inbox
Accountabilities:
- Collecting and entering invoices and credits and paying vendors.
- Collecting funds due to Purely Poultry including debts, credits, and discounts.
- Spot-Checking invoices for correct pricing.
- Recording newly approved spending authorizations.
- Communicating when payments are sent to vendors and for which invoices.
- Spot-checking orders for profitability.
- Notifying @Pricing of audit findings.
- Auditing historical: random orders, categories, and products.
- Auditing live pricing.
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Domains:
- Role assignments within the Circle
Accountabilities:
- Assigning Partners to the Circle’s Roles; monitoring the fit; offering feedback to enhance fit; and re-assigning Roles to other Partners when useful for enhancing fit
- Allocating the Circle’s resources across its various Projects and/or Roles
- Establishing priorities and Strategies for the Circle
- Defining metrics for the circle
- Structuring the Governance of the Circle to enact its Purpose and Accountabilities
- Removing constraints within the Circle to the Super-Circle enacting its Purpose and Accountabilities
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Accountabilities:
- Adding new benefits to Gusto or other related systems.
- Matching benefit elections between payroll and benefit systems.
- Verifying timesheet submissions and running payroll.
- Approving vacation and sick time requests.
- Calculating and paying bonuses.
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Domains:
- Coupons
Accountabilities:
- Obtaining costs from Vendors and maintaining retail pricing on drop-ship items.
- Deciding what discounts groups and loyalty discounts to make in what amounts, to whom, and when, and the percent of product sales for donations.
- Providing product attributes for @Product Developer to launch products.
- Coordinating large vendor transitions.
- Maintaining accurate shipping rates on the shipping and returns page.
Purpose:
Unspecified
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OPR Processing
for SecondaryPurpose:
Run through the rabbit holes that are OPRs. Working with the appropriate vendors or internal contacts to process all Order Processing Request lines submitted for contact changes, product changes, cancellations, ship date reschedules, refund requests or other matters.Accountabilities:
- Processing through all OPR lines on a tmely basis.
- Processing all Vendor responses for OPR related issues such as cancellation confirmations, customer contact changes, and communicating with customers when we cannot fill an order as placed.
- Working with Credits Processor or Lead Link to process chargebacks.
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Accountabilities:
- Auditing the Order Status of assigned focus.
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Domains:
- Category Structure
- Option Names and Option Values
- Deleting and disabling products
Accountabilities:
- Evaluating completed product launches.
- Organizing Option Names and Option Values.
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Domains:
- Vendor Agreement
- Sending Purchase Orders
Accountabilities:
- Pursuing new vendors.
- Following vendors through the application process.
- Sending care sheets and other documents to the printer to send to vendors.
- Collaborating with drop-ship Vendors.
- Spot-checking orders for profitability.
- Determining who our primary vendor is on products.
- Deciding who meets with vendors in person.
- Evolving the Vendor Agreement
- Sending Purchase Orders to Vendors.
- Resolving order comments before sending purchase orders.
- Checking swan invoices for correct items and correct pricing.
- Publishing listing of vendors used for what purposes.
- Deleting or disabling products from website.
- Advocating for Purely Poultry's needs to vendors.
- Prioritizing the development of new and existing products and vendor relations.
Purpose:
Ensuring team happiness through compensation, benefits, team-building, appreciation, and providing the correct tools to excel in any given position here at Purely Poultry. This circle combines the former Team Happiness and People-and-Partnership circles to encompass all HR related roles and serve our employees well.
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Accountabilities:
- Reviewing applications, inviting suitable candidates to phone screens interviews with @Role Fit Reviewer.
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Domains:
- Banned Customer List
Accountabilities:
- Answering urgent questions posed by CSRs.
- Coordinating, creating, and implementing training of @Coop
- Shadowing @Coop calls and all CSR order/actions and providing feedback/training as necessary.
- Assisting in the resolution of complicated customer interactions.
- Deciding what poultry reference materials each partner receives.
- Handling escalated calls
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Domains:
- Overtime
- Bonuses
Accountabilities:
- There are no accountabilities defined for this role.
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Domains:
- Partnership Handbook
Accountabilities:
- Communicating and documenting employment relationships, both current and former.
- Communicating with new hire to complete offer of employment, new hire paperwork, and background check.
- Administering benefits.
- Communicating updates and changes of @Coop governance to all affected partners.
- Resolving and communicating regarding requested changes to Relationship Contracts and Working Agreements.
- Collecting a proper image from partners for use in internal and external communications.
- Communicating with partner that a Partnership Review occurred, the outcome of the meeting, and any next actions/improvements/outputs of the Review.
- Communicating the beginning and end of employment of any new or existing team members with all other partners.
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Hiring Decisions
Purpose:
A healthy team and organization for Purely Poultry, where partners thrive while contributing their gifts, Matching staffing with salesAccountabilities:
- Defining a role to be hired. Creating and posting job advertisements.
- Making final decision on who to hire
- Providing feedback on candidate applications to @Recruiter on request
- Seeking to understand tensions conveyed by @Coop and @Role Fit Reviewer about candidates they have interviewed
- Defining automated responses in recruiting system.
- Deciding which people to remove as partners, considering any recommendation(s) from other partners.
- Overseeing disputes regarding discipline.
- Assessing partners for continued partnership during scheduled Partner Reviews.
- Deciding the reduction of hours or laying offs.
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Accountabilities:
- Representing the investors within the organization
- Selecting allocation percentages of income to profit, owner pay, taxes, operating expenses, cost of goods sold.
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Lead Link
Purpose:
Ensuring team happiness through compensation, benefits, team-building, appreciation, and providing the correct tools to excel in any given position here at Purely Poultry. This circle combines the former Team Happiness and People-and-Partnership circles to encompass all HR related roles and serve our employees well.Domains:
- Role assignments within the Circle
Accountabilities:
- Assigning Partners to the Circle’s Roles; monitoring the fit; offering feedback to enhance fit; and re-assigning Roles to other Partners when useful for enhancing fit
- Allocating the Circle’s resources across its various Projects and/or Roles
- Establishing priorities and Strategies for the Circle
- Defining metrics for the circle
- Structuring the Governance of the Circle to enact its Purpose and Accountabilities
- Removing constraints within the Circle to the Super-Circle enacting its Purpose and Accountabilities
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Domains:
- Legal constructs of the organization and its interface with the broader legal system
- Relationships with external legal counsel
- Conditions of Use Page
- Privacy Policy Page
Accountabilities:
- Filling out state import applications.
- Maintaining NPIP status.
- Complying with local, state, and federal government reporting requirements and tax filings.
- Monitoring all open legal issues involving the company, and legal issues affecting the industry.
- Monitoring the organization for potentially-harmful abstract or implicit agreements, or misalignment with external laws and regulations, and advising appropriate roles accordingly
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Accountabilities:
- There are no accountabilities defined for this role.
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Accountabilities:
- Monitoring the organization's overall stewardship and steering of the organization towards deeper expressions of its purpose
- Identifying and proposing updates to the purpose of the organization when appropriate
- Championing the Organization's purpose and key brands in broader networks, and making purpose-aligned connections when useful and appropriate
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Role Fit Reviewer
Purpose:
Assess schedule adherance, self-management skills, performance metrics and policy compliance of team members to assist in determining continued relationship with the organization.Accountabilities:
- Tracking and assessing schedule adherance by team members.
- Tracking and documenting incidents that might be determining factors for role-fit.
- Attending Partnership Reviews
- Providing written feedback for internal use and for candidate
- Conveying tensions to @Hiring Decisions and @Coop to inform their decision making from a role fit point of view
- Inviting suitable candidates to interviews with @Self-Managment_Fit_Interviewer.
- Responding to interview scheduling requests
- Tracking and assessing performance metrics of team members.
- Compiling information necessary to assess partner's performance and value within the company including schedule and policy adherance, role performance, feedback by lead link, and other documentation as necessary.