Your to-do's this week__________________________________
New acrylic box: must do’s 📦
By the end of this week, all 3.0 hubs will receive one new acrylic box. Approximately 50% of the hubs will also receive the inlay for the box, while the remaining hubs will receive the inlay in January.
Once you receive the box, you must:
Add the box to the lowest shelf in your tobacco rack (600). If your hub received an inlay, add the inlay as well!
Print the shelf number 600E and add it to the shelf.
New products for this box will likely arrive in December.
Key updates you can't miss __________________________________
Customer calls: make sure Riders have “Show Caller ID” turned on 🤳
There are still many instances where Riders are not able to call the customers. If your Riders experience these issues, please make sure they have:
The correct phone number in their Workforce App account
The ‘Show My Caller ID’ setting turned ON on their phone
Here’s how to do it on iOS:
Here’s how to do it on Android:
Open the Call App and go to Settings.
Select Supplementary Services or Calls.
Choose Caller ID and, in the dropdown, select Always.
The process on Samsung:
👩🏫 Riders can read more about it in the Help Center here
🆘 If the Riders still have issues despite these settings, report them on #tech-hub-service-de and provide the order ID or timestamp of when the call failed
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New address fields now also in the Hub Portal 📲
This Wednesday, 13.11, you’ll be able to view additional fields for the delivery address in the Orders dashboard. You’ll see information like the entrance, floor, and doorbell name:
👩🏫 Read more about it here
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Unassigned products now with correct shelf number 📲
Recently, products not assigned to your hub showed “999X” during inbound and only switched to the correct shelf number after 10 mins. We have fixed this issue!
Now, unassigned products with a shelf (different from 999X products without a shelf) will display the correct shelf number directly during inbound.
This will result in far fewer 999X products after inbound and no more 999X products switching to a regular shelf post-inbound.
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Use Wolt paper bags for To Good To Go 🛍️
From now on, please use only Wolt paper bags for Too Good To Go.
👩🏫 Read more about Too Good to Go here
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Update: control of received empties 📥
Whenever you receive more or less empties than stated in the TRT file, you must mark this in the TRT upload form under Received Empties Control.
We’ve introduced this step because Supply Chain needs to report these cases to REWE to claim these empties.
👩🏫 Read more about empties here
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Rider feedback in your Customer Care channel ⭐
We will start forwarding feedback left by customers to your Customer Care channel. It will come in as soon as the customer leaves it. Please read it and address issues as needed.
🆘 If you have any questions, contact us on #tech-hub-service-de (all how-to’s here)
Weekly insights__________________________________
Recap: HQ hub days 👩💼
Last week, we launched our first Flink Hub Week. Employees from the headquarters worked both Rider and Ops Associate shifts and actively supported the teams.
It was a great opportunity for all participants to experience the further development of the hub live and gain valuable insights into your daily work. We have received the feedback and ideas gathered from the discussions and are now evaluating them in order to provide even better support for the work in the hubs.
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Delays in reply time from Workforce Support Team 📱
Given unplanned absences, we are experiencing an increase in reply time this week.
As such, please create escalations correctly. We are working on solving tickets, especially payroll tickets, as fast as we can with our current resources. Please use the correct forms for escalations, so the responsible team gets to your request on time, and avoid other communication means, such as Slack private messages. Don’t forget to submit the ticket IDs as well.
If employees are unable to receive tickets when their vacation is rejected, they should first ensure they are logged into the Workforce app with the correct profile, especially if they recently changed their email. Additionally, they should verify that the absence was requested at least 24 hours before the start date.
We also kindly ask you to remind employees to not open multiple tickets and to choose the most suitable option in the contact form, so their issues can be solved quicker.
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Zendesk numbers 🧮
Solved: 1566 🥳
Team | Number of open tickets |
SSC - Workforce Support | 447 |
SSC - People Services | 148 |
Expected delays: conservative waiting time estimation for employees 📈
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 1d 6h |
SSC - People Services | 5d 2h |
Expected delays: conservative waiting time estimation for Hub Managers’ escalations 📈
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 24h |
SSC - People Services | 24h |
Shelf Changes __________________________________
1.0 HUBS
IMPORTANT: The shelf change is valid only for the hubs in the old hub setup.
You can find the shelf changes here.
The changes will go live tonight between 01am and 7am, please reorder the products tonight/ tomorrow morning.
Please feel free to reach out to @space_planning for further questions. Many Thanks!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.
2.0 HUBS
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 2.0 setup.
In the google drive folder you will find the G sheet files for all the hubs that are affected in the shelf changing. Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here {LINK}
Some notes on the sheets:
the sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code counts;
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"oldShelf" - 4th column: If the cell is empty, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf";
"newShelf" - 5th column: If the cell is empty, you can get rid of the product (same process like delisting);
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please contact @space_planning.
Thank you!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.
3.0 HUBS
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 3.0 setup.
In the google drive folder you will find the G-sheet files for all the hubs that are affected in the shelf change.
Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here {LINK}
Some notes on the sheets:
The sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code is valid for your hub.
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"shelf" - 3rd column: If the cell is empty, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf";
"newShelf" - 5th column: If the cell is empty, you can get rid of the product (same process like delisting);
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please contact feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.