WFS People Services Team	WFS People Services Team
SOP-DE-WFS People Services- Reference letters: Process of the reference letter requests	Number of Reviews: 1
Approvers: Ester Atweh	Date of Review: 15.03.2024

INTRODUCTION

This procedure clarifies what documents are provided by the WFS team and how to process them. WFS team provides documents only to blue-collar employees (Riders, Ops Associates, and Ops Associates Plus). This specific SOP clarifies the process of a reference letter.

Guidelines and Policies

The WFS team provides documents only to blue-collar employees upon request on ZenDesk. This does not include any applicants.
The employee's personal and employment infromation can be found in their SAP profiles. The WFS team needs to issue documents based on the information there.
Always verify that the employee is contacting us from their registered email address.
The WFS team issues Einfaches Arbeitszeugnis, Qualifiziertes Arbeitszeugnis and Zwischenzeugnis.

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Useful Tools

Übersicht Betriebsnummern

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Process Flowchart

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Description of Process (Step-by-Step)

Introduction:
Once an employee requests a document, the WFS team needs to determine the type of requested reference letter. First of all, the specialist must check if the employee is active or inactive and their position. If an employee is inactive- check if the employee was terminated or resigned.

Types of reference letter requests:

1. Reference letters for active employees - "Zwischenzeugnis"
This reference letter is given to active employees who have already passed the probation period. In case, the employee is still in probation period WFS team will deny the request.
To issue this document, the following points must be checked:
- The employee is in probation period or not;
- Employee’s position;
- Sex of the employee.
Based on the information above, the WFS Specialist can choose the appropriate template from this folder. After choosing a template, make a copy or download and edit only the copy. The original template should not be edited.
In the editable template, remember to change the document's name and fill out all highlighted parts. The signature part cannot be changed as it is pre-filled and saves time.

Once all information is filled out, do not forget to proofread and unmark highlighted parts. Once it is done, download the file in PDF format.

The next step is to open reference letter request ticket on ZenDesk and attach the downloaded document. Use the macro "DE > EN > Document request: sending" and solve the ticket.
2. Reference letters for inactive employees - "Einfaches Arbeitszeugnis", "Qualifiziertes Arbeitszeugnis"
- "Einfaches Arbeitszeugnis"
  This certificate is always given to inactive employees. The following points must be noted to select the correct template:
  - Position
  - Termination type: resignation or termination
  After identifying the termination type and position, the WFS Specialist will choose the appropriate template from this folder.
  After choosing a template, make a copy or download and edit the copy only. The original template should not be edited.
  Repeat all steps described in Zwishenzeugnis creation above or here.
  To solve a ticket, the macro "DE > EN > Document request: sending" can be used.
- "Qualifiziertes Arbeitszeugnis"
  This certificate is given to inactive employees who resigned after passing probation period and first received Einfaches Arbeitszeugnis.
  The following points must be noted to select the correct template:
  - Position
  - Passed probation period before resigning?
  After identifying the position, the WFS Specialist will choose the appropriate template from this folder. After choosing a template, make a copy or download and edit the copy only. The original template should not be edited.
  Repeat all steps described in Zwishenzeugnis creation above or here.
  To solve a ticket, the macro "DE > EN > Document request: sending" can be used.
- How to issue reference letters and send them out ? - Scribehow.
- NOTE: We do not use Docusign to send out reference letters anymore. The process is simple. We download it in PDF form and send it to the employee directly via Zendesk. A Hub Manager Signature is not required. Steps from 20 can be discarded.
  General scribe how to create a reference letter and send it via DocuSign.

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Macros and Magical Shortcuts

Macros to be used in ZenDesk:

"DE > EN > Document request: sending"

Magical shortcuts:

refl- Sent reference letter

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FAQ's and SOP's

Questions	Answers
Employee keeps requesting Zwischenzeugnis but is still in probation period. What to do?	This document can be issued in such cases only if the Hub manager escalates the request.
What to do when a terminated employee keeps insisting on a qualified reference letter?	It can be issued when approved by the Hub manager.
Employee is Picker or Inventory Associate in SAP but on Quinyx they are Ops Associate. Which reference letter to issue?	Issue reference letter according to the information on SAP. Old employees with Picker/ Inventory associate contracts did not sign any contract changes to Ops.

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Review history

Number of Reviews	Date	Changes
01	15.04.2024	Removed DocuSign sending part and updated last steps.
02	17.06.2025	Minor grammatical corrections, Updated guidelines & policies, FAQ and Macros. Some templates are missing in two folders - Einfaches Arbeitszeugnis, Zwischenzeugnis. Added a note below the Scribehow part.

Reference Letters

INTRODUCTION