Corrections
What function Key allows you to enter a correction into a Freight Bill?
F2
What is the customer service menu option to schedule/edit a pickup?
What is the customer service menu option to void a pickup?
20 and 48
What does CSI stand for?
List the CSI's
Customer Service Indicators
1) Pickup on time
2) Deliver on time
3) Invoice Accuracy
4) Exception Free
5) Claims Free
6) Claims settled within 30 days (less than $1000)
What are the two customer service call centers?
Aco and Bgo
If the shipment has been delivered and an loa billing correction is being requested, what must you verify?
LOA is coming from the paying party and the account is in good standing.
What customer service menu option will allow you to view the history or the movement for either a manifest or a trailer?
CSM 16
Explain what is an loa and what must it contain to be considered valid?
* Letter of Authorization
* Must contain company letterhead and requestors contact info
Define Single call resolution?
Taking ownership of a call and providing a resolution so the customer doesn't need to call back.
What are the 3 service groups of Saia Inc?
1. Saia LTL Freight
2. Linkex
3. Saia Logistics
Once a correction has been entered, what is the procedure for an Loa correction?
- Set a follow up ticket
- Print page and place it in the imaging tray
what function allows you to view the check digit?
F6
what is the proper header on an Loa for imaging?
Your name, your extension, pro number with the check digit, the date and *the number of pages*
How long can a W&R dispute take?
What would you tell a customer about customer solutions
Expedited on Saia's equipment and there is a FEE!!
What are the two types of corrections and how are they worded?
1. OBOL-Per OBOL correct…
2. LOA- Per LOA from (first and last name), with (company name), at (phone number), at (email address), correct to …
What menu option allows you to view equipment type
CSM 60 → 62
When do you create a CRM ticket? Give an example:
CRM ticket is to be created any time we need to follow up with a customer. Saia Failure.
When should you refer a customer to FB Review
When a customer is questioning the application or nonapplication of their rating, discounts or tariff.
*make sure the bill has not been paid!!
How long does it take Saia to process a claim under $1000
30 days or less
If a billing correction is requested on a freight bill with terms DRC, what must you do?
If the shipper or 3rd Party is calling, locate the account code that should be billed and verify that the account is in good standing.
Request the LOA to change the terms. If the freight is in transit, process of the correction (correction type CU) per the LOA and advise the destination terminal.
Enter the correction (correction type CU) to change the terms per LOA (must be done on the day of receipt).
If the driver is calling in from the consignee location you must transfer the call to Traffic x2113. Always enter complete F18 notes.
what customer service menu key allows you to search for any shipment that we have in our POSSESSION using the shipper zip code and the consignee zip code
CSM 12
What documentation is REQUIRED when scheduling a Container Freight Station pickup? What do you do with the documentation?
You must request for the "DO" (Delivery Order) paperwork be sent to you either fax or email and you must forward it to the Origin Terminal prior to the city driver leaving their assigned terminal to make the pickup. Notate in the special instructions field of the pickup that you sent the DO paperwork to the terminal and make detailed notes. Create a ticket!!
A billing correction is requested however the freight charges have already been paid, what happens?
two options...
class discussion
What do the following codes mean? STC, SLC
- STC: Said to Contain
- SLC: Shipper Load and Count