Ownership
What is the responsibility of all IPS representatives for all international shipments?
Follow up with the customer until the situation is resolved.
Which section in the Country Regulations tool answers questions regarding international deliveries to P.O. Box Addresses?
Areas Served
How do representatives communicate non ECM case information to non ECM countries?
Representatives use email to communicate non ECM case information to non ECM countries.
When using ITNT, what does N in the Bill Type field mean?
There are no documents in the shipment
For import packages, which DCR types follow an international process that is different from the steps for a domestic process?
For import delivery change requests Return to Shipper and Abandon Requests DCR types follow an international process that is different from the steps for a domestic process. This information can be found in IRIS resource 10722 under the Imports into the U.S. section. IRIS 10722
Which of the following are examples of customer attitude triggers? Select the three that apply. This is the fault of UPS. Expensive to replace. I have been waiting for a call. Troubled
This is the fault of UPS. I have been waiting for a call. Troubled
Where can representatives locate information on which countries permit third party billing?
IRIS
What language does a representative use to create a global case in ECM?
Representatives must create all global cases in English.
Using ITNT, which of the following is used to determine the country code?
Question Mark
What are the different ways a customer can request a DCR?
A customer can request a DCR online or through the Interactive Voice Response IVR. This information can be found in IRIS resource 17588 under the Overview section.
When a Sales Resource do we provide them with an answer and move to next call? Or do we take ownership?
Take Ownership
You receive a call from a customer requesting information about the appropriate documentation for shipping an international package. Which of the following three topics explain documentation requirements in the Country Regulations tool?
The correct answer is ACD. This information can be found in the Country Specific Information International IRIS resource, 9146.
True or False. There are select customers that have their Exception Resolution Notifications, ERNs, worked in the International Back Office, or in the ICA group in Tampa. It is important that calls from these customers are not transferred to the ISRG in Louisville redirect option 45, or ECM case sent to the ISRG.
The answer is True. This information can be found in the ERN Exception Resolution Notification Accounts Worked in Tampa resource, 14936.
How do you enter comments in ITNT
F9 then F4
Which Delivery Change Request, DCR, service is not available for international export shipments?
Same day Hold for Pick Up This information can be found in Delivery Change Request Resolution Matrix International IRIS resource 10722 under the Exports From the U.S section.
What is the most important component of determining ownership?
Listening Skill for trigger words
Which of the following sections are in the Country Regulations tool? A. Areas Served B. Billing Options; C. Value Limits; D. Gift Exemptions; E. All of the above
All of the above
True or False. When an IPS representative retrieves a case to take ownership, the case Status shows Closed.
False. When an IPS representative retrieves a case to take ownership, the case Status shows In Progress.
The __________ is the primary search method used by representatives to track a package. A. Shipment Date; Tracking Number; InfoNotice Date; Reference Number
Representatives use the tracking number as the primary search method. This information can be found in IRIS resource 9801 under the Search Options section.
Which International Import DCRs are processed the same way as domestic DCR requests?
International DCR Address corrections future delivery same day hold for pickup and hold for pickup DCRs are processed the same way as domestic DCR requests. This information can be found in IRIS resource10722 under the Imports into the U.S section.
What does a representative use to help identify when ownership is required?
Triggers Approaches IPS Resolution Matrix
True or False. All countries recognize gift shipments.
False
True or False. ECM is available in over 150 countries.
False. ECM is available in 36 countries. This information can be found in the ECM Global Cases and Countries International IRIS resource, 7315.
When is it appropriate to use ITNT versus CTC to calculate a rate? When the payer is in the origination country; When retail rates are needed; When it is a WorldEase Shipment
When it is a WorldEase Shipment
In what system do representatives process DCRs?
Representatives process DCRs in eTT. This information can be found in IRIS resource 17588 under the Overview section.