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WAREHOUSE NOTICES WAREHOUSE NOTICESPROCEDUREPROCEDURE
Notifications/Notices will be sent to Support Region boxes from CS Help and warehouse /plant contacts where an event has occurred after order entry to prevent an order from shipping or stock assigning. Support Reps will need to review and investigate each instance, remedy the situation, and follow up as needed. A SFDC case should be made for any instance that will need further investigation and/or follow up. The list below outlines specific notices with review guidance. Click on the name of the Notification for information on what to do and an example. No Stock Notice Free Astray Notice Overweight Trailer Notice Split Line Notice Flashback Notice Wrong FOB Point Reject Notice
Important Communication Standard Use “estimated,” not “guaranteed.” Reps should communicate: Estimated delivery Estimated backorder rather than guaranteeing an arrival date. Delivery dates can still change because of transportation, warehouse, carrier, or other shipment-related circumstances.
No Stock Notice Why it happens The stocking warehouse cannot completely fill the order. The warehouse may have partial inventory, no inventory, or inventory placed on hold for quality concerns. What to do Determine how much stock is missing. Look for additional available inventory. Same dye lot is the preferred solution when available. If stock is available in another location, stock may need to be reassigned. If different dye lots must be used, notify the customer and obtain approval. Reserving/assigning the available stock before seeking approval was recommended so the inventory is not lost while waiting. Quality hold Let the customer know the product is being inspected. The discussion identified up to 72 hours as the typical inspection timeframe. If the material passes inspection, it can be assigned to the order. If it fails, complete a new backorder verification and provide the estimated backorder. Alternatives such as similar colors or sister styles may also be researched when appropriate. Potential contacts for quality-related issues Jose Acosta, shipping lead at L3LG. The applicable hard-surface quality team or Plant 15 QE, depending on the product. Example
Free Astray Notice What it means Some or all of an order became separated from the remainder of the shipment. Examples include a line going on a different trailer, product being removed from an overweight trailer, or a box/pallet shipping separately. What to do Identify the exact order/line affected. Determine whether the separation changes the delivery date. If everything will still arrive as expected, customer communication may not be necessary. If delivery is delayed, notify the customer. For situations that may be difficult to track, particularly longer-distance shipments, create a case and follow the shipment through delivery. Many Free Stray situations do not ultimately delay delivery, but the rep still needs to verify that rather than assuming. Example
Overweight Trailer Notice Why it happens A trailer exceeds allowable weight or the weight is distributed incorrectly. Product may need to be removed, moved to another trailer, or the trailer may need to be unloaded and reworked. What to do Review the notice and affected order. Determine whether there is an immediate delivery impact. If there is no visible delay, immediate customer action may not be required. Because reworking a trailer can take additional time, follow-up is usually appropriate. If unsure what will happen, create a case and follow up. A follow-up notification may be received from the warehouse, but there may be occasions when no additional notice is sent. Customer communication If the rework creates a delay, notify the customer. One example discussed resulted in a 48-hour delay and ultimately required an expedite because of the customer's installation needs. Example
Split Line Notice Why it happens The warehouse may split an order because of weight, pallet configuration, availability, or the way material must be loaded across trailers. Important system behavior The warehouse performs the split behind the scenes. Information such as side marks and notations can be duplicated onto the new line. In the audit trail, look for “split line new info.” Critical freight check The warehouse may temporarily change the order to partial freight so the available material can ship. Verify that it is changed back to complete freight. If it remains partial, the discussion indicated the customer could receive an additional freight charge. What to do 1. Review the affected lines. 2. Determine whether the split changes the estimated delivery. 3. Confirm the freight setting has been returned to complete. 4. If it has not, contact the stocking/originating warehouse shown on the notice. 5. Create a case and follow up, with the day before expected pickup recommended as a useful follow-up point in the example discussed. Important escalation Do not rely on the Help group to correct the warehouse issue. Contact the warehouse responsible for the notice. If you discover a split order but did not receive a split-line notification, notify Nader Shocker. Example
Flashback Notice What it means A Flashback identifies a problem that occurred between warehouse/distribution processes, such as: Missing product Damaged product Product not loaded Product arriving with an issue What to do Do not immediately place a replacement order. First: 1. Create a case. 2. Contact the warehouse and determine whether the missing product was located. 3. Check whether replacement stock has already been assigned. 4. Review the order for customer impact. 5. Place a replacement order if necessary. 6. Notify the customer of the situation and resulting delivery impact. The reason for researching first is important: the notification may reach Customer Service after the warehouse has already been investigating the issue, and the product may have been found or replacement stock assigned in the meantime. Example
Wrong FOB Point What it means The order's FOB point does not align with the stock location/carrier required for the shipment. What to check first Where is the stock? Which carrier is the customer requesting? Those two items determine where the shipment needs to originate. The discussion specifically noted that collect-carrier routing can differ depending on whether inventory is shipping from Dalton or is available through the West Coast stocking program. If the requested carrier isn't available Review the customer's account information to see whether the carrier is listed. If it is not available as an option, contact Freight and request assistance routing the order. Example
Reject Notice What it means A shipment or pallet has been rejected, most commonly because the product or pallet is damaged. The reject may occur: At a warehouse receiving the product, or When a third-party carrier refuses to take the shipment. What to do Treat the rejected inventory as unusable. Find replacement stock that can fulfill the order. Determine the fastest appropriate shipping solution. Review the new estimated delivery. Customer communication If replacement stock changes the customer's delivery or creates an urgent need, contact the customer. If an expedite may be necessary, the appropriate question is whether the customer needs to look into an expedite. Do not to offer to pay for the expedite or phrase it in a way that suggests Shaw will cover the cost. If the exact stock can be replaced with no change to the order or estimated delivery, the rep can document the order and continue. Example Example 1- A pallet of product was damaged and therefore rejected from shipping
Example 2- A pallet of product had damaged pieces on it, and there was no additional stock to fill the request.