Customer Service:Missorts-Notifying Stores of Missorts

Overview

Each day you will receive a Daily Report from Lloyd Fernandes or one of his associates. You should usually receive the email by 11:30AM. You must contact all the stores with Missed Connection or Potential Delay due to Mech Flight.

Loomis Express Contacts

• Lloyd Fernandes (Key Accounts Specialist)

200 Westcreek Blvd.| Brampton | ON | L6T 5T7

P: 855-452-1044 ext. 6323 | F: 905-452-7177 Lloyd.Fernandes@loomis-express.com

Critical Missort Worksheet

1.Delete all columns with the exception of:

• Parcel (waybill #)
• Receiver Name
• Receiver City
• Cust Reference (Pick list)
• Last Checkpoint Description
• Notes

2.Delete all rows with the exception of:

• Missed Connection
• Potential Delay

Hotline Incident

1. Check to see of any other CSR has an open Hotline for the trace. If so, use the existing Hotline incident.
2. If new Hotline, enter Hotline for Customer with Problem: ORDER and Resolution: OITRAC
3. Click 'Notes' and copy Parcel, Cust Reference and Notes
4. Click 'Update'
5. Press 'enter' to save

Loomis Trace

1. Goto 50 Warehouse Menu\1 Picking and shipping menu\2 Pick List Status
2. Change Field to 'PICK LIST' and Test to 'EQ'
3. Enter the Pick list # from Missort
4. Enter 'DT' (Details) next to line item

Contact Store

1. Call store and ask for the person who does receiving for the store
2. Inform the Receiver of the missort and the ETA or more details
3. Enter the Name of the Receiver in the Hotline - Incident header under Contact
4. Change Status to 'WRK'
5. Enter a Call back date
6. Press 'enter' to save

Check Loomis Trace

1. Check Loomis the next day to see if items were delivered.
2. Goto 50 Warehouse Menu\1 Picking and shipping menu\2 Pick List Status
3. Change Field to 'PICK LIST' and Test to 'EQ'
4. Enter the Pick list # from Missort
5. Enter 'DT' (Details) next to line item
6. If the details show 'Out with Courier' you know the items has been delivered
7. Copy details to Hotline notes and close your Hotline Incident 'CMP'
8. If not yet delivered, call store and find out if items were delivered.
9. If not, contact Lloyd Lloyd.Fernandes@loomis-express.com to more information or ETA.
10. go back to step 1. and start the process again the next day until completed.