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

Customer Experience

Fond du Lac Cold Storage L.L.C. - Service Response Commitments
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	Request Type	Data Source/Notes	Response 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
6	POD Request – via Phone	Via Phone (Voice Mail) Source – Wise	0 – 1 hours
7	POD Request – via e-mail	Via E-Mail Source – Wise	0 – 1 hours
8	POD Request – via Phone or E-Mail	Via Phone or E-Mail Source – Hard Copy	24 hours
9	POD 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