KPI
PO
HDO
Name the DA agency
Wizards
100
What does KPI stand for?
key performance indicator
100
How many numbers does a PO consist of?
9
100
What does CM stand for?
Carrier Manager
100
FL2
Orlando
100
Can a customer upgrade service level day of delivery?
No
200
What is the weight and target percentage for the KPI Average Handle Time?
Weight = 30%
Target <= 300
200
What does PO stand for?
Purchase order history
200
What does DT stand for ?
Delivery team
200
Az1
Phoenix
200
How many wizards do we have?
13
300
What is the weight and target percentage for the KPI Availability?
Weight = 30%
Target = 86%
300
What is the max amount of time a customer can request for a storage hold?
Storage request can be held for no more than 30 days from arrival at the local delivery agent
300
What do the following emojis mean in HDO chat?
Will Do (no further chat needed)
Okay
Looking into it
assisting someone will be with you in a moment
taken care of
300
Il1
Carol Stream
300
Which wizard do you run when a customer refuses a delivery?
Return
400
What is the weight and target percentage for the KPI 1DRR?
Weight = 40%
Target = 96%
400
What does the "DOOR" scan mean in PO history
"DOOD" is a scan when the item is picked and is scanned to the dock door ready to be loaded on the drivers truck for delivery.
400
What does HDO stand for?
Home Delivery Operations
400
TX7
Houston
400
True of False You can never waive the return shipping cost?
False , if there is a green check mark displayed by return shipping fee you can waive the fee
500
What is the bottom percent that does not qualify for a quarterly bonus.
15%
500
What are the four Processes during the Large Parcel Transit ?
Supplier
Pull Point
Cross Dock
Delivery Agent (DA)
500
How many DA contacts are listed on the HDO contact list?
42
500
Nv1
Vegas
500
What is the time frame for an address change to process?
2-5 Business days