Waybill Query:

Step 1: Viewing Waybill on WinFreight 

• Does the waybill exist
• What is the created date
• Is there a manifest/trip-sheet (Has it moved?)
• Check individual parcel tracking (Ops parcel tracking)
• Are there comments (clues on where the order may be)

Step 2: Determining Next Steps 

• Determine if the order is late; and how late based on date created and destination.
• Determine if all units are in the same place; and where the units should be.
• If not, how do we get all the pieces together at the delivery branch
• Advise the client of the situation

Step 3: Handling Missing Parcel Information 

• Check with sending and receiving branch
• Check with In-house (where applicable) if the order was handed over to Emit
• Add concise notes on Winfreight

Step 4: Escalation Procedure 

• Contact the Branch Admin / RTS Clerk / CSD Liaison (30min to respond)
• Contact Operations Mgr. (30min to respond)
• Advise client that we are still working on the issue and will get back to them ASAP
• Contact Branch Mgr. (30min to respond)
• Contact National Operations Mgr. (30min to respond)
• Advise client that we are still working on the problem and will get back to them ASAP. Advise client that their concern has been escalated.
• Contact Managing Director

Branch Admins / RTS Clerks / CSD Liaison's to contact per branch:

JHB - Khanyisa (RTS Clerk)
CPT - Shadine (RTS Clerk/Collection Agent)
DBN - Silondiwe (Branch Admin)
PLZ - Lorinda (Branch Admin) / Jeandre (Ops Mgr.)
ELS - Tarina (Branch Admin) / MichaelK (Branch Mgr.)
NLP - Gently (Ops Controller) / Thabo (Branch Sup.)
PLK - Albert (Ops Controller) / Welcome (Branch Sup.)