Key updates you can't miss
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Updates to Live steering and Promised delivery time š²
Starting Wednesday 16.10, youāll notice updates to the Live steering feature in the Activity dashboard and the Promised Delivery Time (PDT) in the Orders dashboard. These changes are designed to make both dashboards more useful to you:
Live steering (Activity dashboard)
Removing the ā% orders fulfilled on timeā in the header: based on your feedback, weāve removed this metric because it was causing confusion with the "on-trip compliance" metric and wasnāt directly actionable.
Promised delivery time (PDT) (Orders dashboard)
The āPromised delivery timeā metric has been improved to align with the PDT shown to customers. This updated metric now reflects the end of the delivery window visible to customers.
š©āš« Read more about the Live Steering and PDT here
Customer communication, redelivery and refund guidelines š„
We have created guidelines for responding to certain situations related to orders:
1. Redelivering an order
All redelivery requests must be validated with Customer Care via the Slack workflow!
Orders are eligible for redelivery only if:
The entire order or a full bag is missing or incorrect
The value of missing or incorrect items exceeds 10 euros
Riders are available to complete the redelivery
2. Calling a customer
Call the customer when:
The Rider canāt locate the customer
You need to inform the customer of a redelivery after validating it with Customer Care
Do not call the customer when:
Items are missing or damaged
Offering alternative products to replace missing items.
3. Requesting refunds for items on Slack
Refunds must be processed during the picking stage. If the order has already been completed, let the customer submit their complaint to Customer Care. Do not request a refund for a single item via Slack, as the item refund workflow will be closed.
š©āš« Read more about redeliveries and refunds on Zendesk and our slides
New Ops Call for more insights š
In addition to the newsletter, starting October 24th at 3 PM, we will hold a biweekly Ops Call. This 15-minute call will give Shift Leads and Ops Associate Plus the opportunity to gain valuable insights into Flink and key KPI topics.
Reminder: creating external employee accounts š²
As we have an increasing number of external employees (Zenjobber) in some hubs, we would like to remind everyone of the correct process for creating their accounts:
Log in to the Hub portal using your SL, HM, or OA+ account.
Navigate to the WF section for employee accounts.
Select "Create External Rider".
Enter the required details (name, email, and phone number), and list "Zenjob" as the external agency.
Important: Before proceeding, verify that the external employee does not already exist in the system to prevent duplicate accounts. If you encounter issues related to duplicate email or phone numbers, submit a ticket in #tech_hub_service-de.
Once all information is entered, click "Create External Rider" at the bottom right to submit.
š©āš« Read more about it here
Weekly insights
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Delays in reply time from Workforce Support Team š±
Given unplanned absences, we are experiencing an increase in reply time this week.
As such, please limit escalations. We are working on solving tickets, especially payroll and visa 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. Donāt forget to submit the ticket IDs as well.
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.
Zendesk numbers š§®
Solved: 1842 š„³
Team | Number of open tickets |
SSC - Workforce Support | 379 |
SSC - People Services | 469 |
Expected delays: conservative waiting time estimation for employees š
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 | 1d 23h |
Expected delays: conservative waiting time estimation for Hub Managersā escalations š
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
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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
ā
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.