New newsletter format! 💫
When you open the newsletter today, you’ll notice that we’ve restructured the sections. We’ve implemented these changes to make it clearer for you the priority and type of information we share, and of course, to make your reading experience more pleasant and interactive.
Here are the new categories explained:
As your opinion is fundamental to us, we would like to hear your feedback on these new changes here. We will discuss the results of the survey in the newsletter next week, so you will get to hear how your feedback is discussed and implemented.
👩🏫 Read more about the newsletter here
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Your to-do's this week
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Upload certificates for First-aid, Fire Safety and Safety officers 🧯
Please remember to upload the certificates for the First-aid officer, Fire Safety officer and Safety officer to the overview here.
The instructions to sign up for the courses, as well as all relevant information, can be found on Zendesk in the following links:
👩🏫 Read more about fire safety here
Key updates you can't miss
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Workflow for returned and canceled orders 🛍️🚫
Here's a reminder that, for canceled orders, there are two important workflows to follow:
Orders canceled before picking begins;
Orders canceled after picking has started.
Adhering to these workflows precisely is crucial to maintaining accurate and clean inventory management in your Hub:
Workflow for orders canceled before picking begins:
No action is required, as the products from the order are automatically added back to the inventory.
Workflow for orders canceled after picking has started:
If an order is canceled by the customer through Customer Support, your Hub will be notified via the Customer Support Channel in Slack.
The Shift Lead or Ops Associate Plus immediately checks the status of the order on the Hub Portal and, if necessary, informs the Rider to return the orders to the Hub.
The products are then re-entered into the inventory by the Shift Lead or Ops Associate Plus through stock corrections and placed in the correct shelves.
If dairy products are included in the returned order, they are checked with an infrared thermometer to ensure they are at the correct temperature before being entered into inventory and stored.
Finally, the order ID, along with the respective reason (e.g., “Customer was not present at the delivery address”), is posted in the Customer Support Channel on Slack.
👩🏫 Read more about the Hub Portal here
👩🏫 Read more about stock corrections here
👩🏫 Read more about the infrared thermometer here (under the dropdown Infrared measuring device: tips & tricks)
👩🏫 Read more about outbounding here
New update of the rolli validation flow 📲
Now, during the delivery check-in, you can easily delete SSCCs already scanned from the list.
To use this feature, simply swipe on the rollie row to reveal a delete option. Tapping it will remove the scanned rolli from the list.
👩🏫 Read more about the delivery check-in here
Preparation for unexpected visitors and general maintenance 🧐
To support general processes in the hub and to always be prepared for potential food authority visits and ÖkoP bio inspectors, please do the following:
Keep the doors closed. To prevent pests entering our hubs, please keep the exterior doors always closed. The only exception is during deliveries and pickups – then they can be temporarily open, but need to be closed right after. Please print this “door closed” sign and hang it on concerning doors.
Read more about pest prevention here (last dropdown).
Reference the cleaning schedule. For hubs serviced by dks, arnold and MMCompact: to show proof that we have a cleaning schedule with daily cleanings performed by cleaning companies, print the Leistungsverzeichnis and hang it visibly in the hub. Hubs serviced by cemax should already have a Leistungsverzeichnis hanging in the area of their cleaning equipment.
Read more about cleanliness at the hub here.
Refresh your bio certification knowledge. To ensure everyone in the hub is aware of how to deal with audits from the bio certification body ÖkoP, please go with the team through the ÖkoP Checklist.
Read more about bio products here.
Maintain general order and use the ticketing system. Do a walkthrough of your hub and note down all hygienic and property issues. If needed, create tickets through the corresponding Zendesk flow:
Tickets for hygiene & cleaning: General service provider feedback > Service provider: Cleaning
Tickets for other food safety topics: Food safety issues
Tickets for pests:
Pest control feedback: General service provider feedback > Service provider: pest control
Reporting pests: Pest problem
Tickets on property damages: Repair requests
With these actions, we hope that the hubs will always be in a good condition, no matter if unexpected visitors come or not.
👩🏫 Read more about authority visits here
🆘 If you have any questions, contact Imani Reiser
Weekly insights
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Delays in reply time from Workforce Support Team 💬
Due to planned, unplanned absences and the upcoming payroll, we expect an increase in reply time this week. As such, please limit the escalations. We are working on solving the tickets as fast as we can and we will process payroll tickets, etc. as fast as possible with our current resources.
We also kindly ask you to remind the employees to not open multiple tickets so that their issues can be solved more quickly, and to choose the best suitable option in the contact form for faster reply times.
Zendesk numbers 🧮
Solved: 1642 🥳
Team | Number of open tickets |
SSC - Workforce Support | 257 |
SSC - People Services | 117 |
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 | 38h |
SSC - People Services | 30h |
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 |
Promotions and samples
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Nutella sampling in new customer orders 🍫
Please make sure you insert the Ferrero flyer + nutella sample in all new customer orders🚀
The flyer:
Refer-a-Friend push 🚀
Please make sure you insert the Refer a Friend flyers in all customer orders, except external orders.
We are noticing a drop in the performance of this marketing channel, so it would be great if we could push this.
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
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.