Customer service management is the firm's face to the customer. It provides the key point of
contact for administering the Product Service Agreement (PSA). Customer service provides the
customer with real-time information on promised shipping dates and product availability through
interfaces with the firm's functions such as manufacturing and logistics. The customer service
process may also include assisting the customer with product applications.
cf. Douglas M. Lambert and Terrance L. Pohlen, "Supply Chain Metrics," The International Journal of Logistics Management, Vol. 12, No. 1, (2001), pp. 1-19.