OFFICE OPERATIONS
Here you will find SORs and training guides for general office tasks performed on a daily basis. For more detail on a job function click on the SOR link to be directed to the full document.
Office Check In Process
This SOR explains how the Office Check In employee verifies orders pre-populated from the driver app are accurate and ready to submit through Check In. Check In MUST be verified, completed and submitted within 24 hours of delivery. Failure to complete Check In accurately causes delays in paying the delivery agent and invoicing the customer. It also increases open orders. If you have a problem with Check In, create an ACT case to get help resolving the issue. (Case type Check In)
Printing PODS
A POD (Proof of Delivery) is also known as a BOL (Bill of Lading). Users will print this document in duplicate for pure SFLS Orders, Work Orders, Vendor Only Combo Orders, and Returns that list the appliances and/or services on the order.
Manage Trucks
This process is used to add or delete trucks to keep the list of available trucks ready to be assigned for deliveries. Both a driver and an assistant can be assigned to a listed truck. Manifesting properly is key to ensure an efficient ADC.
Order Download
Used frequently throughout the day for routing purposes, and as needed for lane planning and order research. Please note that the order data enhanced option can be pulled only once every 30 minutes to keep from overloading the system.
Manage Delivery Teams
By managing delivery teams, a delivery agent can create truck assignments, designate primary drivers and helpers, and manage driver teams. Delivery agents have access to contact information needed for messaging drivers via Truck Status Functionality.
Assign Trucks
Manifesting is especially useful for organizing and grouping deliveries going to the same or nearby addresses. Manifesting gives an agent visibility of their deliveries.
Print Manifest: Staging List
The Staging List allows users to confirm PRODUCT has progressed to the PICK status or raise potential issue to DSSO for resolution prior to delivery so that check-in can be executed as expected.
Reschedule
Currently only SDS and Return orders can be rescheduled via the reschedule tab. Home delivery must be rescheduled on the assign trucks tab.Orders on the Reschedule screen have not been checked-in complete, closed, or cancelled. Once an order has been scanned complete or cancelled, it will not be visible.
SFLS
Sell From Local Stock (SFLS) is a program that identifies and uses available inventory in the Finished Goods sub-inventory at the local delivery agent’s facility, reducing handling and risk of damage.
Cancellations
The agent is expected to remove cancelled orders from routes, whether they are in the process of being pulled, or are already staged. Cancelling the order will generate an INS receipt and notify vendors of backhauls.
Where Legacy Auto Cancel was specific to THD store cancellation requests only, the Cancellation link displays all orders submitted by CSR via the template. This list includes both entire and partial order cancellations
Non-GEA Backhaul
This process uses GEA Delivers to obtain approval from the Non-GEA Vendor to return product back to the Vendor. There is a 4 day backhaul cycle and the best practice is to submit the BOL on DAY ONE of the cycle. This will ensure timely pickup, reduce freight claims, and reduce product in the building.
CheckIn Exceptions
Check in must be completed on each order that is not cancelled before delivery to close the order and issue payment to the delivery agent. Failing to complete check in holds up pay and increases open orders. Same day check in is best practice, but must be completed by Noon of next business day.
CheckIn
Check in must be completed on each order that is not cancelled before delivery to close the order and issue payment to the delivery agent. Failing to complete check in holds up pay and increases open orders. Same day check in is best practice, but must be completed by Noon of next business day.
Damage Defective Tool
Detailed data on damage is collected through this form. Through data collection, problems in shipping, storage and handling can be resolved more quickly.
Track and Trace
Delivery Agents and ASI can search using Track and Trace using order or consumer data to quickly find information about deliveries.Through Track & Trace Search, you can find order and schedule details, delivery status, customer contact information, intraday, checkin and process details.
Open Orders
The open orders report will pull any order that has at least one line advanced to PICKED, AWAITING RECEIPT, or AWAITING RETURN. This report should be worked daily to address open orders and optimize space in the warehouse. For home delivery, focus on the orders that are 30 days or more. During the audit process, the HDA’s Region Manger will check this report to assess the health of a location. The data for this report is updated in a batch process every 24 hours, so once an order is closed, it will take 24 hours to fall off the report. The STATUS column updates once the order is worked, but closed orders will stay on the report until the batch process runs. For SDS Channel, 10 days is considered aged and should be prioritized.
ePOD Images Agent View
This process will ensure freight claims are handled in a prompt and accurate fashion. If a delivery agent loses a vendor appliance unit or fails to return a unit to the vendor, DSSO will issue a freight claim invoice to the local delivery agent and provide credit to Non-GEA vendors. o If a charge is challenged by a customer/store the ePOD will be requested to verify the delivery and services performed.