This article provides an overview of the checks that need to be conducted by the warehouse team in case of operational stops or delays. It also outlines the expected turnaround time for the warehouse team to respond.
Tools:
The following tool is available to assist with the warehouse checks:
Background/Importance:
In order to avoid overwhelming the warehouse team with numerous emails, a process has been implemented to prevent the constant sending of emails. This is important because a high volume of emails can flood the inbox, making it difficult for the team to distinguish between emails related to operational issues and those related to customer service investigations.
By implementing this process, communication is streamlined and ensures that each email is properly categorized and addressed.
When customer service (CS) agents receive an inquiry that requires investigation by the warehouse team, they will add a new line with specific details on the Missing Parcels Google Sheet (found under tools). The details to be included are:
- Connote (column B)
- Client (column C)
- Last scan date (column D)
- CS comment on information required (column E)
Warehouse requirements
- The warehouse operator is required to check the international missing parcels and **depot** missing AU parcel on Google Sheet 1-2 times a day.
- After reading the CS comment (column E), the warehouse team should check for the requested parcel within the warehouse.
- Once the check has been completed, they should provide a comment in Column F of the Google Sheet.
Turnaround time
Our CS agents are expected to meet the following Service Level Agreements (SLAs) which have been communicated to our clients:
- Update SLA - 48 hours from the request date
- Resolution SLA - 72 hours from the request date
Therefore, the warehouse team should aim to provide a response within 24 hours of the requested date. This allows our CS agents enough time to respond to the client's inquiry.
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