Did You Know?
Who is responsible to offload returns?
US!
The driver is responsible to bring all of the returned cases into the warehouse at the end of their shift. We do not leave the cases on the trailer as they are
The item appears to have been damaged during the selection/loading process
Code 27 "DAMAGED BY PACKING"
I found a case on the next skid back that was for my last call and I am going back by there in 3 stops from now. What do I do?
Deliver the case to the customer!
When I have a reship I just select the call and put "exception" and close out my day
FALSE!
Never close out the stop. Call into the office and speak with a member of leadership, they will instruct you on next steps.
If the customer is not present at the time of delivery I only need to put the credit into my scanner
WRONG.
Becuase the customer is not present they will not get an immediate notification that they recieved the credit. I MUST write the credit on the paperwork clearly.
When a customer says "but I didn't order this" and you confirm that the warehouse label and the product do in fact match
Code 12 "GFS ORDER ERROR"
A customer asks me to return product from a previous delivery that is not on my pickup sheet or in my scanner. I should:
Let the customer know that you cannot return the product without paperwork
Call a Supervisor and ask for direction
We need to process these credits properly through SAP and ensure that the customer is getting the money back for it. We also need to make sure that the customer/ sales rep is followed up with the proper procedures moving forward.
I am not responsible to ensure that my load is secure before I depart the yard/depot.
FALSE!
It is my responsibiliity as a driver to open the doors and make sure their are straps and the load is secure. If there are any major concerns you need to take a picture and send it to your supervisor.
So far this year we have written how many credits as a DC?
9,740
The product was found on your second freezer skid but it should have been on your first freezer skid
Code 24 " PRODUCT MISLOADED "
You are having a long day and you show up at a customer who is now closed. You call the transportation department number and they are not answering. What should you do?
Text your supervisor and or /lead hand phone and leave the call open. Please do not close a call of credit a full call until you speak with a member of leadership. Leaving the call open allows flexibility to possibly have someone deliver this product or to transfer the call to another scanner. When we close out a call a customer can be credited these items.
If I don't scan the products and just manually close them all out, then we won't have any credits.
FALSE!
When you don't scan the cases the customer are more likely to be granted a credit because we have no proof we delivered the product. You must scan every case possible.
How does writing credits directly affect me as a driver?
Profit Sharing
When the store opens the product and the INNER seal or box is broken
Code 56 "INFERIOR VENDOR PACKAGING"
When I give a credit for a code 27 or 28 I MUST:
ATTACH A PICTURE!
We need photographic evidence of the damaged case / product either on the skid damaged or if it was dropped. This gives credibility to the process, allows us to properly correct the behaviours, and ensures it is coded correctly.
I can take a picture with my phone if the picture function isn’t working on my scanner for a credit.
TRUE!
Although it is preferred, a picture on your personal device also works. Every supervisor has access to then send those pictures directly to the warehouse and or credits for follow up.
For every one case we write a credit for, we need to ship ____ cases to recover
27
The warehouse selection sticker says "fresh chicken thighs" but a case of sirloin steaks were selected
Code 21 "PICK ERROR - WRONG ITEM "
I have an extra 5 cases that were not for my load on my truck at the end of the day, what do I do?
1. Arrive to the depot on Mobilelink
2. Click "Add Item"
3. Scan the label and confirm that it shows as complete
4. Tap Done and return items to the credit returns area in the warehouse
I can give a partial credit for most products that we deliver.
TRUE!
When writing a credit you have the option to give partial credit. This is a great option when a customer really needs a product and will still keep a majority of the case but we don't want them or us to be short!