Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Your to-do's this week_______________________________________________________
Hub-level Activity Dashboard Survey
We’ve heard your feedback and are currently looking into ways to include the rider and OA widgets in the new Activity Dashboard (Hub-level). To help us make this happen, please take a moment to complete this short survey.
Take Survey >> here <<
New Handover Shelf IDs
Print out new Shelf ID stickers here for better scannability.
Please take off any old written shelf stickers and replace them with new ones.
Old situation x New situation:
V2 Flink Safety Assessment
The (new) V2 Flink Safety Assessment is now live for all newly nominated OA+. From today onwards, all new OA+ nominated employees will receive the new Flink Safety Assessment version. In the upcoming months, all existing OA+ers will be sent this updated version too for them to make. This is crucial in keeping a safe work environment.
Before making the V2 Safety Assessment, you must watch the Flink Safety Refresher video to be up to date with the latest safety information for your hub.
References:
ℹ️ More information here
🙋♀️ Issues to Sjoukje Braam
Key updates you can't miss_______________________________________________________
Customer Communication and Redelivery/Refund Guidelines
We have created guidelines on how to respond to certain situations during an order:
Redelivering an Order
All redelivery requests must be validated with Customer Care via Slack Workflow!
Orders are only eligible for redelivery when:
The entire Order or a Full bag is missing/wrong
Missing/Wrong Items exceed 10 euros in value
We have Riders available to do it
Calling a Customer
Call when:
Rider can’t find the customer
To inform the customer of a redelivery after validating with Customer Care
Don’t Call when:
There is a missing or damaged item
To offer alternative products to customers (if any are missing)
Requesting refunds for Items in Slack
Items must be refunded during the picking process. If the order has already been completed, then let the customer submit the complaint through Customer Care. Do not request a refund for a single item through Slack, the workflow for item refunds will be closed.
ℹ️ More information here.
Vehicle Type now added in the Order Dashboard - Live Now
Reminder to keep an eye on the assigned vehicle in your rider list.
Especially for Hubs with vehicles with higher S container capacity:
Make sure your riders use the bigger capacity bikes as much as possible; bikes with lower capacity should only be used when all available high-capacity bikes are in use.
🙋♀️ Issues to #tech-hub-service-nl
Customer Address Changes
We are streamlining the customer-hub communication for cases where:
A customer selected the wrong address AND
The correct address is within your delivery area AND
The order has already been picked up and cannot be cancelled by the customer
What's changed?
If a customer needs to change his address, and it falls within your delivery area, we will send you an automated message informing you of the new address.
Process
You will receive the following notification in your Customer Support channel.
Please click “Confirm” to acknowledge the message, so we can inform the customer.
If you do not click “Confirm” within a set timeframe, a Customer Support agent will reach out to check with you.
🙋♀️ Issues to #tech-hub-service-nl
Delivery Note Changes
We are also streamlining customer-hub communication for cases of delivery instructions change. Similarly to the address change flow, you will also receive a message on Slack - this time purely for visibility, no action from the hub is needed as we will update the notes to the rider directly in the Workforce App.
🙋♀️ Issues to #tech-hub-service-nl
Weekly insights_______________________________________________________
Inventory & Inbound - August Winner Announcement
Hereby, we announce the Month August winner(s) of the Inventory & Inbound Month KPI Competition:
🥇Hub Hilversum Centrum
🥈Hub Utrecht West
🥉Hub Utrecht Zuid
Congrats to Hub Hilversum Centrum for breaking another record and reaching 93.59% average score in August. And, of course, congrats to the Utrecht Team for getting into 2nd and 3rd place!
Please see the week-on-week August results here.
This was the end of the Inventory & Inbound Months. More info coming soon on the next Safety Month.
Two Exciting Job Opportunities Available!
Central Junior Tech Ops Specialist
An exciting job opportunity that has opened up within Flink HQ: the Central Junior Tech Ops Specialist position.
If you or any of your staff in the hub possess the relevant skills and are interested in taking on this role, we encourage you to apply or to spread the word in your hub.
You can apply via this link: https://smrtr.io/mPfPc
Central (Junior) Product Operations Specialist
An exciting job opportunity that has opened up within Flink HQ: the Central (Junior) Product Operations Specialist position.
If you or any of your staff in the hub possess the relevant skills and are interested in taking on this role, we encourage you to apply or to spread the word in your hub.
You can apply via this link: https://smrtr.io/mZhrn
If you have any questions or need further information, please don't hesitate to reach out to Nelson Keijzer!
Weekly Inbound Checker Performance Update Week 36
💡 Process improvements
Inclusion of Fruit and Vegetable SKUs: now the fruit and vegetable SKUs are added to the list. Previously, these items were filtered out. This improvement ensures all relevant SKUs are tracked.
Accurate Daily Figures: the correct figures on the top right are now accurate at the beginning of the day. Previously, random numbers were displayed before inbounding, causing confusion and errors. This update ensures reliable data from the start of the day.
Label Check for Rolcontainer Deliveries: last week we had multiple wrong-delivered roll containers causing underdelivery and inbounding errors. We have implemented a temporary process to manually check the roll containers and coordinate with the supplier. Please check the labels during arrival, and if they are not from your hub, send us a message with a photo of the roll container (+label). This will help us track whether the issue is due to a wrong delivery.
🚀 Highlight of the week
Almost all focus hubs have made progress, with a special shoutout to the incredible improvement of hubs AME_CENT, ALM_CENT and APE_CENT. Keep up the great work.
Shelf changes_______________________________________________________
Shelf changes for Hub 3.0
A big part of the shelf changes are made so that they move for example from a S to an XS shelf, so they can be listed in more hubs than they currently are, this is to increase the assortment size of all hubs, not only in the L or XL hubs.
The relatively empty shelf it is leaving will be filled up with products that then for example can move from M > S. So that we top-down start filling all shelves further.
This process will be ongoing for the near future, as we need to increase our assortment size to in the end increase our customers’ basket size.
If you have examples where the products don’t fit if we follow the facings for the respective shelf, please flag them via the facings feedback function in the hub alert.
Find the list of shelf changes for Hub 3.0 here.
Please move the products in the list from their old to the new shelf after closure tonight, so they are on their right new shelf by tomorrow morning. The changes in the system will be made overnight.
Notes:
In today's shelf changes, there are some products currently placed on shelf 999X that will be assigned to a new shelf.
Additionally, it may also happen that some products appear as “New listings”, but you might already have them in stock on shelf 999X. Please check there, and in case you can’t find them, that means you haven’t received them yet.
The shelf changes folder will be updated in the late afternoon.
In case there are any doubts about the correctness of the file, we kindly invite you to verify the file name, which includes the accurate date.
Delistings
Please find here the list of delisted products.
Please outbound these products via TGTG if applicable, otherwise as Expired.
For more information about TGTG please check the Zendesk here.
New Facings Logic
When you place or restock any product in the Dry section please comply with the storage type (SU, HU) and number of facings that your Zebra is showing. For fridge and freezer products we have not implemented the new facings logic.