Customer Experience - Fond du Lac Cold Storage - NJ's Premier Temperature Controlled Warehouse Facility

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Fond du Lac Cold Storage L.L.C. - Service Response Commitments


Request TypeData Source/NotesResponse Time
1
ETA Request – via phone
Via Phone (live Caller)
Immediate
2
ETA Request – via phone
Via Phone (Voice Mail)
0 – 30 Minutes
3
ETA Request – via e-mail
Via E-Mail
0 – 30 Minutes
4
Physical Inventory
Procedure:
  • CSR Submits Physical Inventory request by COB
  • Inventory counted the following morning
  • Report inventory results
1 – 10 lines:  24 hours or next business day
 
11 lines or more:  48 hours
5
POD Request – via Phone
Via Phone (live Caller)
Source - Wise
0 – 1 hours
6POD Request – via Phone
Via Phone (Voice Mail)
Source – Wise
0 – 1 hours
7POD Request – via e-mail
Via E-Mail
Source – Wise
0 – 1 hours
8POD Request – via Phone or E-Mail
Via Phone or E-Mail
Source – Hard Copy
24 hours
9POD Request – Missing Signature
Missing Signature Procedure:
  • CSR submits request to dispatch.
  • Dispatch directs Driver to return to customer.
  • Driver procures signature.
  • If Customer does not provide signature, CRS and Distributor negotiate.

Future:
  • Add signature feature to Wise Application.
  • Customer signs phone.
72 hours
10
COD Request
COD from Wise Scan
0 – 1 hours
11
COD Request – Hard Copy
COD from Scanned Hard Copies
24 hours
12
COD – Error Resolution
COD Error Resolution:
  • Missing Check
  • Wrong Amount
72 hours
13
COD – Status Change
COD Status Change:
  • Not on COD Anymore
  • If yes… Distributor must modify COD designation in the Flat file to prevent future issues.
0 – 15 minutes
14
Damaged Freight
Freight Delivered Damaged – Procure:
  • Driver notes damage on Invoice.
  • Customer signs for shipment with damage.
  • Driver takes picture of damaged freight and un-damaged freight
  • Driver calls dispatch to report issue.
  • Dispatch updates Distributor about damaged delivery
  • CRS credits Distributor
0 – 1 hour for initial notification

48 hours required to process the credit and adjust inventory.
15
Equipment Breakdown
Equipment Breakdown / Accident:
  • Distributors with customers on the driver’s route will receive notifications about the delay.
0 – 1 hour
16
Special Event Notification
Special Event Notification:
  • Examples: Road Closure, Super Bowl, Snow Event, United Nations in Session, etc.
24 – 72 hours prior to event
17
Inbound Department
Inbound Department Receiving Completion Requests
0 – 1 hours
 
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FDL Cold Storage
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