BEST People... BEST Products... BEST Service... Simply the BEST

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TWSCO embraces the idea that every employee needs to clearly understand what are the Critical Success Factors (CSF's) or the "core" responsibilities of their job and what ultimate standard they are held accountable for.  This core is the foundation of why the position itself exists - it is not two pages of task responsibilities outlined in a job description - it is the circle of effectiveness of how the role impacts both the internal and external customers.  As such, TWSCO holds weekly training and development meetings that discuss the overall objectives, strategies and individual roles that each person needs to engage in to meet our underlying company objectives.  Each role identifies five (5) job specific Critical Success Factors along with three (3) Shared Critical Success Factors - "Safety", "Compliance" and "Teamwork" that every employee must engage in and consistently deliver.  Employee performance management and merit based compensation are directly tied to these CSF's to ensure that our employees are effective in delivering quality customer service that is a step higher than our competition.     
 

Accounts Payable:

·         Accurate & Timely Reconciliation of Vendor Statements

·         Accurate & Timely Coding / Processing of AP Invoices

·         Accurate & Timely Coding / Processing Expenses

·         Timely Follow-up of Missing Documentation

·         Effective Partnering & Communication with Managers

 

Billing Clerk:

·         Accurate & Timely - Cash Reconciliation

·         Accurate & Timely - Billing

·         Communication

·         Delivery Ticket Edit Listing Reconciliation

·         Accurate Pricing & Billing Maintenance

 

Buyer:

·         Ensures Adequate Stock Levels

·         Effective Backorder Management

·         Ensures Timely and Accurate Cycle Counts

·         Returns Materials Timely

·         Effective Communication and Relationship Management

 

Credit Manager:

·         Effectively Generates Collection Funds

·         Effectively Partners & Communicates with Sales and Management

·         Analyzes & Recommends Satisfactory Credit Risk

·         Timely Release of Orders upon Approval

·         Balances Customer Satisfaction with TWSCO Goals

 

Dispatcher:

·         Efficient routing for On-Time-Delivery

·         Proactive Verification of Correct Product on Truck

·         Proactive Verification of Gas Cylinder Inventory

·         Professional, Timely and Effective Communication

·         Facilitates and Coaches Driver and Dock Employee CSF’s

 

Dock - Cylinder Handler:

·         Safe Cylinder Handling

·         Properly Stages Cylinders

·         Efficient Organization of Cylinders and Pallet Area

·         Accurately and Securely Loads Pallets and Trucks

·         Prompt Friendly Service

 

Dock – Fill Plant Pumper:

·         Safe Cylinder Handling

·         Accurately Follows Pre-Fill Inspections

·         Procedurally and Accurately Fills Cylinders

·         Efficient Organization of Cylinders and Pallet Area

·         Prompt Friendly Service

 

Dock – Team Leader:

·         Safe Cylinder Handling

·         Accurately Records Log Data

·         Ensures Adequate Inventory of Gas and Supplies

·         Facilitates Quality Control and Cylinder Maintenance

·         Follows Written Fill Plant Procedures

 

Driver:

·         Accuracy (Cylinder Exchange, Hard Goods, Correct Product)

·         Customer Service (Projection, Impact, Responsiveness)

·         On Time Delivery

·         Communication with Dispatch

·         Follows Special Instructions

 

Imaging Clerk:

·         Accurate & Timely Scanning – Delivery Tickets

·         Accurate & Timely Scanning – Cash Sales

·         Accurate & Timely Scanning – Credit Applications

·         Accurate & Timely Scanning – Accounts Payable

·         Accurate & Timely Filing

 

Account Manager - Call Center:

·         Prompt, Friendly Service  (Projection, Impact, Responsiveness, Phone Etiquette)

·         Understands Customer Needs  (Probes by asking qualifying questions)

·         Extensive Product Knowledge

·         Accurate Order Entry

·         Account Management

 

Inside Sales - Counter:

·         Prompt, Friendly Service  (Projection, Impact, Responsiveness, Phone Etiquette)

·         Understands Customer Needs  (Probes by asking qualifying questions)

·         Product Knowledge

·         Accurate Order Entry

·         Stocked and Well Maintained Showroom

 

Inside Sales - Phone:

·         Prompt, Friendly Service  (Projection, Impact, Responsiveness, Phone Etiquette)

·         Understands Customer Needs  (Probes by asking qualifying questions)

·         Advanced Product Knowledge

·         Accurate Order Entry

·         Account Management

 

Manager - Hub:

·         Coaches & Trains Employees on Critical Success Factors

·         Ensures TWSCO Customer Promise

·         Effective Employee Performance & Accountability

·         Effective Department Performance & Accountability

·         Coordinates Company wide Gas Levels & Hardgoods Distribution

 

Manager – Equipment Repair & Rental:

 

      Equipment Repair

    ·         Ensures Expeditious Workflow and Timely Turnaround of Repair Equipment

    ·         Proactively Partners with Sales/Customer to Communicate Accurate Equipment Status

    Rental

    ·         Maintains a ‘Functional’ Rental Fleet

    ·         Implements Preventative Maintenance Program

    Both

    ·         Ensures Profitability Through Maximum Billable Hours

    ·         Trains, Coaches & Develops Technicians on executing CSF’s

    ·         Accurate Billing

 

Manager – Purchasing:

    ·         Ensures Value Added Purchasing -Balancing Cost and Quality

    ·         Effective Hard Goods Inventory Management

    ·         Effective Backorder Management

    ·         Thorough Product Analysis to Maintain Adequate Stock Levels

    ·         Effective Communication and Relationship Management

 

Manager - Store:

    ·         Coaches & Trains Employees on Critical Success Factors

    ·         Ensures TWSCO Customer Promise

    ·         Effective Utilization of Storefront Personnel

    ·         Coordinates Levels of Gas, Cylinders & Hardgood Inventory

    ·         Effective Storefront Merchandising & Promotions

 

              Manager - Systems:

    ·         DataWeld System Management

    ·         Total Inventory Management

    ·         Billing Management

    ·         Process Efficiency Management

    ·         Communication & Relationship Management

 

  Outside Sales:

    ·         Generates New Business (Gas Emphasis)

    ·         Proactively Promotes & Maintains 5* Account Loyalty

    ·         Maximizes Margin Profitability / Volume Margin Mix

    ·         Effectively Communicates TWSCO Value Proposition

    ·         Up-to-Date Technical Product Knowledge

    ·         Interacts in the Spirit of Teamwork, Trust and Cooperation

 

  Repair Technician:

    ·         Accurate & Timely - Diagnosis

    ·         Accurate & Timely - Repair

    ·         Meets or Exceeds Billable Hours Goal

    ·         Communicates Timely with Service Manager & Customers

    ·         Projects Professional Customer Service Impact

 

  Warehouse:

    ·         Follows Special Instructions (blue highlighter)

    ·         Accurately Pulls & Stages Product

    ·         Procedurally & Timely Matches Purchase Orders & Delivery Tickets

    ·         Multitasks Efficiently (shipping, receiving, inventory counts & computer literate)

    ·         Clean & Organized Warehouse