Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[REMINDER] End-of-year inventory 2023 - How to optimally prepare your hub for next week
Next week Wednesday, on 28.12.2023, this year's annual inventory will take place in all Flink hubs in Germany. You can use the following points to prepare your hub as well as possible for the product count:
Increased focus on full inbound + correct storage of goods
During your shift, make sure that all delivered products are inbounded (use the inbound checker) and placed in the designated shelf space.
Structure backstock - store the same product in one place only
Try to store the same product in the same place in the backstock so that no single unit is forgotten during counting.
Use the restocking list to refill the shelves
The Restocking List helps you to refill the shelves in a structured and therefore effective way
Teach new Ops Associates about the processes in the Hub
Good training for new Ops Associates results in the shelves remaining structured and everything being in the right place
Additional inventory checks to check the stock level
Perform additional inventory checks to keep the stock level as accurate as possible.
[ACTION] Year-end inventory training for Shift Lead | Ops Associates + | Ops Associates 🤓💻
So that you are well prepared for the inventory on December 28, 2023, we will be holding training sessions in German and English on Wednesday, December 20, in which we will introduce you to the counting process.
2️⃣ online training courses are available to you:
🇩🇪 Wednesday, December 20, 2 p.m. → Zoom-Link 📹
🇺🇲 Wednesday, December 20, 2 p.m. → Zoom-Link 📹
[UPDATE] Unblocking riders in the hub portal 🚲❌
Previously, some drivers received the message "Sorry, you are blocked" in the WorkForce app, but were not shown as "blocked" in the hub portal. This error has now been fixed:
If a rider is blocked (with the latest version of the Workforce app), they will always be shown as blocked in the hub portal and you can unblock them in the hub portal itself.
How do I unblock a Rider:
→ Go to the 'Workforce' tab in the hub portal and click on the name of the rider you want to unlock
→ Click on the "Unblock Rider" button so that he can log in
Note:
The feature is only visible from a personal Shift Lead / OA+ / Hub Manager account, not from the hub account. To log in, open an incognito window and then go to hub.goflink.com.
For Hub Managers and Shift Leads: Click "Continue with goflink account" and log in via Okta.
For Ops Associate+: Click "Continue with email" and use your WF App/ Zendesk password.
If the message "User has no access" appears, please submit a request at #tech-hub-service-en and the TechOps team will activate access for you. If you cannot log in via Okta, please report this under #locked_okta_account so that the IT team can investigate the problem.
[UPDATE] Temporary solution for bundles 🥫🥫🥫
The team has found an temporary solution to avoid zero-stock orders for orders with bundles.
How was it before?
When customers ordered a bundle + single items of the same SKU, they could order more than was actually in stock.
How is it now?
Bundles only show as available in the app if there are at least twice the quantity in stock. This will reduce the possibility for customers to order more than the maximum amount of the item possible.
Please note: this is not a complete fix for the issue, but it should reduce the number of cases until a full solution is in place.
If you still see any problems caused by bundles, please report them as usual in #tech_hub_service-de.
[Insight] Presents for Hub employees - Santa Claus was already here 🧑🎄🎁
Yesterday afternoon, packages were sent to all hubs containing gifts for all hub employees 🎁
Important: These are gifts for the employees in the hubs - no sales products.
Demand Planning / Replenishment
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[INFO]
Hi everyone,
Please see next week’s Promotion products here.
Best regards,
Flink Replenishment Team
Customer Care
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[INFO / Go-live / New workflows]
As the processing of refund or cancellation requests can vary depending on the type of delivery, new workflows are being introduced to automate some processes.
e.g. Uber Eats - order cancellation - workflow
Information is automatically transferred to a Google Sheet for further processing.
e.g. Lieferando - order cancellation workflow
Cancellation is forwarded to Lieferando so that the refund can be processed.
For this reason, the new workflows are entered into the hub channels by Wednesday eod so that as little data as possible is lost and all parties involved are informed. The resulting automation will also reduce the workload of the Customer Care team.
Important:
Therefore, please only use the workflows if a refund or cancellation is actually to be carried out. The creation of payment links takes a lot of time and there is no guarantee that customers will make the payment.
When selecting the correct workflow, please pay attention to the tags in the hub portal and differentiate between
Wolt (Marketplace) vs. Wolt Drive (outsourced) & Uber Eats (Marketplace) vs. Uber Direct (outsourced) as the processes also differ here.
For general questions to the Customer Care Team, the "Contact the Support Team" workflow will remain in place.
Please only use the workflows in your Hub Channel and in the Workflows for Hubs folder, which is pinned in the bookmarks bar.
Workforce Shared Service Center
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[SSC - Weekly Update - Week 50]
[Info] A high number of unsolved tickets in the Workforce support team
Due to planned and unplanned absences as well as a high amount of payroll tickets coming into the WFS team queues, we have a high number of unsolved tickets. We currently have 1112 open tickets for Workforce support.
Please limit 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.
[Reminder] Employees don’t need to contact WFS to request vacation
Kindly remind the employees not to create tickets if they requested vacation in Quinyx.
All vacation requests are handled directly in Quinyx and employees will get an email when their request has been handled by the team.
This means there is no need to also contact WFS when requesting vacation.
[Zendesk Numbers]
Solved - 2305
Team | Number of Open tickets |
SSC - Workforce Support | 1112 |
SSC - People Services | 573 |
[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 18h |
SSC - People Services | 12d 18h |
[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 | 22.4h |
SSC - People Services | 47.4h |
Marketing Activities Updates
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[ACTION] Refer-A-Friend Flyer - NEW BATCH ON ITS WAY
RAF-flyers are our most effective offline marketing acquisition tool 🚀
The new flyers for Q1 will be send out this week to you🙂
NEW FLYERS: 15€ on 30€, Valid until: 13.04.24
Once you have received the new batch, please make sure to throw out the old ones (Valid until: 13.01.24)
This time we tried a new design + format for the flyers:
[ACTION] New Customer Sampling
We are having a new customer sampling with Ferrero again
The sampling is for Kinder Country’s
This time, you will receive the cards and the samples not attached to each other
Please make sure to add one card and a sample into every new customer order once you receive them
Please make sure to only add this to NEW CUSTOMER ORDERS, since the copy includes information regarding the beginner vouchers which would mislead existing customers
Procurement
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[REMINDER] Paper bags order before Christmas time
Please make sure that you order paper bags before Christmas Time in a timely manner as deliveries may take longer in December.
In addition, if you order from our DC, please note that it will be closed in CW 52, so include it in the order planning.
[1.0 Hubs] Shelf Changes
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[Reminder] Shelf Changes - Don't forget the backstock 🤓
When making shelf changes, please always remember to reposition the backstock on the top shelves and in the picking course so that there is no confusion when refilling and products can be replenished more quickly.
[ACTION] 1.0 Hubs Shelf Changes
+++ Shelf Changes: OLD WORLD / HUB 1.0 +++
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 Muhammad Al Zabir Rakin for further questions. Many Thanks!
[2.0 Hubs] Shelf Changes - Rakin
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[ACTION] 2.0 Hubs Shelf Changes
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.
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 de-listing);
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.
Please feel free to reach out to Muhammad Al Zabir Rakin for further questions. Many Thanks!
[2.0 Hubs] Shelf Changes
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[ACTION] 2.0 Hubs Shelf Changes
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] Shelf Changes
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[ACTION] 3.0 Hubs Shelf Changes
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 de-listing);
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 feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
