Purpose:

Enhancing people's love of others through poultry.

  • General Company Circle

    Purpose:

    Enhancing people's love of others through poultry.

    Domains:

    • All company property and ordinary business affairs.

    • Bonuses

    • Overtime

    • Partner Relationships

    Accountabilities:

    • There are no accountabilities defined for this role.
  • Rep Link

    Purpose:

    Within the Super-Circle, the Rep Link holds the Purpose of the Sub-Circle; within the Sub-Circle, the Rep Link’s Purpose is: Tensions relevant to process in the Super-Circle channeled out and resolved.

    Accountabilities:

    • Providing visibility to the Super-Circle into the health of the Sub-Circle, including reporting on any metrics or checklist items assigned to the whole Sub-Circle

    • Removing constraints within the broader Organization that limit the Sub-Circle

    • Seeking to understand Tensions conveyed by Sub-Circle Circle Members, and discerning those appropriate to process in the Super-Circle

Purpose:

Healthy Team Members, Healthy organization

  • Partner Retreats

    Purpose:

    Partners connecting in real time and real space.

    Accountabilities:

    • There are no accountabilities defined for this role.
  • Payroll

    Purpose:

    Unspecified

    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.

Purpose:

Enhancing people's love of others through poultry.

  • 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.

  • Auditor

    Purpose:

    Ensure Quality Customer Care

    Accountabilities:

    • Auditing random Undefined Role Rep and Customer Service interactions with the outside world.

    • Communicating the results of the audits to Lead Link and the partner.

    • Setting and Publishing Customer Service Standards

  • Coach

    Purpose:

    New Role Training

    Domains:

    • Banned Customer List

    Accountabilities:

    • Answering urgent questions posed by CSRs.

    • Coordinating, creating, and implementing training of General Company Circle

    • Shadowing General Company Circle 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

  • Creative Marketing

    Purpose:

    Carrying conversations in social media to build a larger customer flock. Seduce, provoke and inspire through story and written product content.

    Accountabilities:

    • Producing and publishing podcasts and videos.

    • Creating or sourcing quick-to-consume poultry related content and posting to social media channels including Google Plus, Twitter, Instagram, Facebook, LinkedIn, Pinterest, and the Purely Poultry Blog.

    • Responding to customer comments, reviews, and information about Purely Poultry on social media channels, the blog, and non Purely Poultry websites.

    • Implementing paid social media marketing campaigns Marketing Melody has authorized.

    • Publishing content on Social Media channels for effective Social Media marketing.

    • Reporting potential and current problematic customers to partners.

    • Developing story arcs that convey Purely Poultry's purpose

    • Creating and publishing written content

    • Developing articles and newsletters in alignment with priorities and technical standards set by Editor

    • Integrating feedback surfaced by Editor and Brand Steward.

    • Reviewing and editing previously written product related content.

    • Editing, Publishing, and Maintaining content of written articles, newsletters, footer links, care instructions, and automated emails.

    • Writing and maintaining product descriptions and other product related content.

    • Fixing broken links on company website and throughout published content.

  • Credits Processor

    Purpose:

    Attracting and retaining customers with strong guarantees.

    Domains:

    • Credits Spreadsheet

    • LAG form

    Accountabilities:

    • Processing and auditing losses, cancellations, charge-backs, and vendor cancellation confirmations.

    • Submitting loss statements to vendors weekly.

    • Notifying General Company Circle immediately via Gmail and/or hangouts of changes and problems with White Glove customer orders if General Company Circle or Customer Service Rep have not.

    • Reporting suspected vendor related product problems to Purchasing.

  • Customer Service Rep

    for Oldest Requested

    Purpose:

    Improving customer experience through direct customer support.

    Accountabilities:

    • Triaging and documenting phone, email, and chat interactions with the outside world. Communicating with customer via email to summarize what was discussed in a phone call.

    • Recommending poultry breeds and products.

    • Implementing solutions relating to products, orders, and complaints.

    • Communicating with vendors to fulfill orders.

    • Adding and retrieving information from vendor spreadsheets.

    • Updating product availability between scheduled availability updater updates.

    • Making sure orders are sensible each time an order is reviewed.

    • Communicating clearly with all members of the circle in writing when there is no phone coverage during published Customer Service Hours.

    • Asking customer(s) to subscribe to the email newsletter upon creation of a new customer account.

    • Updating General Company Circle Asana tasks with all customer and vendor interactions.

    • Notifying General Company Circle of changes and problems with White Glove customer orders immediately via Gmail and/or hangouts.

    • Reporting Metzer order reschedules to General Company Circle.
      Contacting Scheduler for Metzer orders immediately of changes that occur on a Friday for an order shipping the following week.

    • Reporting same week order changes and contact changes to the appropriate Scheduler immediately and following up until there is full resolution.

    • Integrating feedback given by Auditor

    • Filling out LAG form every time there may be a contact change, product change, cancellation, etc whether the change is initiated internally, by customers, or by vendors.

    • Deciding which customers should be banned from ordering.

    • Processing all documents received in Customer Service Inbox.

    • Answering phones, emails, and live chats per the Customer Service Rep Schedulable Hours policy.

    • Communicating accounts payable issues with Accounts Payable by creating an Asana task and sending a message to AP Role Holder through Google Chats.

    • Coordinating and processing customer order changes, contact changes, and reschedules.

  • Lead Link

    Purpose:

    Enhancing people's love of others through poultry.

    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

  • Live Chat Master

    Purpose:

    Ensuring adequate coverage of Live Chats

    Accountabilities:

    • Being primary in Live Chats and secondary in phones on assigned days.

  • Marketing Melody

    Purpose:

    Make Purely Poultry's marketing more automated, efficient, and cohesive

    Domains:

    • Giveaways and Donations

    Accountabilities:

    • Defining, Measuring, Analyzing, and Improving Conversions by partnering with roles accountable for taking website action.

    • Increasing the percentage of visitors to a website that convert into customers.

    • Increasing 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.

  • Order Status Auditor

    Purpose:

    Auditing Order Statuses

    Accountabilities:

    • Auditing the Order Status of assigned focus.

  • Pricing

    Purpose:

    Unspecified

    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.

  • Product Developer

    Purpose:

    products launched

    Domains:

    • Images file structure

    Accountabilities:

    • Launching products.

    • Developing existing products.

    • Approving Product Reviews and Testimonials.

    • Collecting photos.

  • Purchasing

    Purpose:

    Vendor Harmony

    Domains:

    • Sending Purchase Orders

    • Vendor Agreement

    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.

  • Rep Link

    to Coop

    Purpose:

    Within the Super-Circle, the Rep Link holds the Purpose of the Sub-Circle; within the Sub-Circle, the Rep Link’s Purpose is: Tensions relevant to process in the Super-Circle channeled out and resolved.

    Accountabilities:

    • Providing visibility to the Super-Circle into the health of the Sub-Circle, including reporting on any metrics or checklist items assigned to the whole Sub-Circle

    • Removing constraints within the broader Organization that limit the Sub-Circle

    • Seeking to understand Tensions conveyed by Sub-Circle Circle Members, and discerning those appropriate to process in the Super-Circle

  • Sales Representative

    Purpose:

    Increase revenue.

    Accountabilities:

    • Reconnecting with past customers.

  • Scheduler

    for Freedom, JM, Meyer,

    Purpose:

    Entering orders and updating availability to serve our customers with specific Vendors.

    Domains:

    • CSV tracking file for assigned focus.

    • Scheduling orders in vendor systems.

    Accountabilities:

    • Placing customer orders.

    • Updating vendor availability.

    • Retrieving and uploading CSV tracking file.

    • Monitoring hatch day issues, including rescheduling.

    • Acquiring and importing tracking numbers and ship dates from vendors.

    • Exporting and communicating product and customer order information.

    • Filling out LAG forms when there are unavailable products and scheduling conflicts.

  • Secretary

    Purpose:

    Steward and stabilize the Circle’s formal records and record-keeping process.

    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

  • States Rep

    Purpose:

    Unspecified

    Accountabilities:

    • Filling out state import applications.

    • Completing NPIP requests.

  • White Glove Customer Care

    Purpose:

    Specialty care for high dollar orders and recurring orders.

    Accountabilities:

    • Tracking and updating special orders with extreme diligence from start to finish in systems

    • Communicating with extreme diligence to customers, vendors, and partners.

    • Following up with White Glove Customers once order is received.