Behavioral
Mary Shiela was processing a shipment while working at home when all of a sudden, the electricity went out. During the outage, she decided to just take it easy since things were out of her control. It has taken 23 minutes for the power to be restored, and the case only had 2 minutes remaining before it goes beyond its assigned TAT. As such, Mary Shiela did not have time to review everything that she has done, including if she was able to route her shipment before sending the reply.
Provide at least two (2) actions Mary Shiela could have taken to avoid issues and EPDs for this scenario.
A. Mary Shiela could have contacted her reporting manager through various contact points (SMS, Call, Messenger) to inform him/her of the power outage, so that her case can be reassigned to someone else.
B. Mary Shiela could have performed process validation even when the shipment is already beyond its TAT - misses in TAT can be recovered by processing shipments, EPDs cannot be recovered and can only be waited out until it's cleared.
True or False:
The routing comment format for JFK/PHL shipments should be MM/DD PTI COMPLETE BRN IOR NAME IOR NUMBER
False. The correct format would be MM-DD HREC COMPLETE CSN IOR NAME IOR NUMBER
After coming back from lunch, Liezel received a shipment requesting her to route the shipment to a specific routing folder. When she tried to perform the routing process, she noticed that the tool was not working properly. She was then notified by her team that everyone was experiencing the same issue.
With this in mind, Liezel decided that since everyone had experienced the problem, she could just send the reply in Salesforce and route the shipment at a later time when the issue gets resolved.
The next day, Liezel receives an error for not routing her shipment, the same shipment that she had planned to route at a later time the day prior.
What steps could Liezel have taken to avoid this error?
A. Ask for the ticket number of the latency encountered.
B. Include a note on the email reply indicating that routing has not been made due to a latency issue, providing the ticket number opened for the incident.
C. List down all the shipments that she was unable to route so she can get back to them after everything is fixed.
D. Revisit the shipment she was unable to route and route the shipment once possible.
Should we route shipments related to IOR number 704960145 if it is from the AIKEN station?
Yes - follow AIKEN Generic Profile routing instructions.
Anna Lou was called by her team lead for a coaching session. It seems that she was given an EPD for failing to route a shipment in a timely manner. Anna Lou, being confident on her work, insisted that they should file for a dispute on the error, so her team lead also did so without further looking into the case.
The next day, the request for dispute has been rejected, saying that the error was valid. Upon the investigation, it was concluded that Annalou was able to process two shipments from the same customer profile consecutively. The first one was processed at 11:15 PM, while the other one, for which she received the error, was processed at 11:40 PM.
What does this scenario tell us?
Annalou assumed that the shipment had already been routed because I had processed a similar one earlier that day.
Identify what is incorrect on the statement below:
There is no need to reroute shipments that are already routed to the correct folder. If the shipment is routed to the wrong folder, you need to reroute the shipment to the same folder and update the routing comments.
The incorrect statement is "... you need to reroute the shipment to the SAME folder and update the routing comments."
The correct statement should be "...you need to reroute the shipment to the CORRECT folder and update the routing comments IF NECESSARY".
Gabrielle was very sleepy during her shift, as she was a working student and her class during the day was rather demanding.
Last night, she was working on a shipment that only had one line, which gave her the opportunity to shut her eyes off and get some rest for a bit after keying the invoice. Unknowingly, Gabrielle had slept on her station and upon reviewing her case, it was already 10 minutes beyond its TAT. As such, she had to hurry and send the shipment back to the station with a reply on their email.
The week after this day, she was called for a coaching session for receiving an error. When asked for the reason why, Gabrielle said it was because she had assumed that she was able to route her shipment, not fully disclosing what really happened.
What advice can you give to Gabrielle following this situation?
A. Set a clear boundary between your career and life responsibilities. Our pursuits outside of work should not compromise our actual job responsibilities, no matter how harsh it may seem.
B. Be Honest. Insights are a way for your support(s) to know the actual problems you are going through which will allow for accurate help to be provided.
True or False:
We don't route shipments that do not have routing instructions in Salesforce.
False. We route shipments whenever there is a valid routing path from the salesforce email or the customer profile.
The usual insight that Juriel Kate hears from her agent is "I overlooked rechecking the tool for routing" and "I assumed routing was completed" when processing shipments from SDF/DFW.
After reviewing the shipments, she noticed that routing instructions are very clear on the emails that her agents receive, so she is confused as to how an agent fails to follow them accordingly.
Give at least two (2) action plans that you can suggest to Juriel's agents to avoid overlooking instructions in the email and routing status on the tool?
A. When processing shipments, the agents attention should solely be on the shipments.
B. Practice a step-by-step validation approach, verifying all the steps taken during the process to ensure nothing is missed.
C. Always read all customer instructions. Selective reading should never be done regardless of circumstances.
D. Never assume. Assumptions should not have any place when processing shipments.
True or False:
GROTE shipments should be routed to SDF/DOCDESK/MISC if provided on the email instructions.
False. All GROTE shipments should be routed to SDF/General/D folder, even if the email instruction says to route it to SDF/DOCDESK/MISC.