Purpose
To ensure that all Customer Service Representatives are aware and perform their daily duties.
Responsibilities
The Terminal Manager is responsible to ensure that the requirements of this are met and maintained.
The Customer Service Representative is responsible to adhering to the requirements of the work instructions and informing the Terminal Manager when an out of control condition occurs.
Actions
1. Sign on to LTL 400 and Lotus Notes
2. Go into option 41 and print screen for terminals 090 and 123, go through the list to make sure that the customs doc’s are either scanned behind the pro or have the hard copies. Give print screen to dock worker who checks the dock to ensure the freight is here and if customs doc’s are missing, he will check for the paperwork on the freight.
3. Go through all hard copies of the customs documents to see which ones have been pre-cleared and put those into the ok to load bin.
4. Run the inbound report for terminals 090 & 123, do this by using option 104. For shipments that have the customs documents scanned behind the pro, fax or email these off to the correct customs broker for clearance.
5. Scanning BOL’s for shipments to U.S.A.
a) Dangerous goods bills add dangerous goods sticker to top right corner of photo copy and give to dock.
b) Freight for US, make copies of paperwork that is to be scanned..Image under Customs.
c) Whenever there is a problem with, or a question about, a shipment in the Manitoulin system, F11 comments are to be added to the probill in the computer, to perform this:
6. If the customs paperwork does not have a broker on it, you can look up the broker information in the dock operations menu option 5, then option 77, type in the customers name and if they are in the database it will give you the customs broker. If after this, there is still no broker information, you will have to call the shipper.
7. Print paps labels for each US shipment, press the Esc key, then option 26, then option 8. Type in your pro number, press enter. One of the paps labels goes on your fax cover sheet, one goes on the first page of the customs docuements, and the third will later go on the inward cargo manifest.
8. Fax or email customs paperwork to the broker.
9. After customs paperwork has been faxed or emailed to the customs brokers, you will then check for the paps entry numbers on the customs brokers website. Record the entry number on the customs paperwork, then put the bills in the ok to load bin. Give the dock a copy of the bol so they can load the freight.
10. When the dock has a trailer loaded, they will bring you the copies of the bol’s that are loaded in that trailer. You will then create a trailer manifest in option 17. Put in your destination terminal number, trailer number, under function put in an n, under type put in rm, then enter the % of trailer used. In the body of the pro, type in all the pro numbers from the bol’s, press enter twice and then enter in the footage of trailer used, press enter. You will be given a manifest number, you will need this in order to make an ace manifest.
11. To make an Ace manifest, go into the dock menu 5, then option 80, then option 1, type in the manifest number then press enter. Enter the driver’s power number, driver number and an N under iit’s press enter. Then f7 by each pro to make sure there is an accurate description of what is being shipped. Change the description if need be. Once all orders have been checked, they should be green and the mani sts will say Snd. Press f10 to submit the Ace. Once the Ace is accepted and the Ace cover sheet prints, go back into the Ace screen and f7 each pro again, once in the pro press f9 and a screen will appear with the entry number, press f3 to exit and proceed with the rest of the orders on the trailer. As long as all the entry nubmers are provided for each shipment the driver can depart.
12. Fill out an inward cargo manifest for the trailer, fill in the trailer number and port of destination. Take the estra paps stickers from the customs paperwork and sticker them on the inward cargo manifest. Take a photocopy and that stays at the terminal.
13. Make up the envelopes for the driver’s, put the Ace manifest, the original inward cargo manifest, followed by the customs documents and put them all in an envelope. On the outside of the envelope write the date, trailer number and give to the driver that is taking the load.
14. Answer incoming calls, assist customer concerns, rate requests, tracing freight, mostly US tracing.
a) Tracing a shipment - ask the customer if they have a Manitoulin pro # or interline pro #.
b) If the customer does not have pro # you can trace by shipper or consignee name.
c) If shipment is moving inbound, use the following steps in the LTL/400 system.
a) Enter 1 terminal operations menu.
b) At this menu, press the SYSRQ ATTN key on the keyboard.
c) Enter 2 shipment tracing.
d) In this sections use 1 freight bill inquire, 3 freight bill lookup by name or 10 freight bill lookup by IL freight bill.
e) Once the correct freight bill has been located, tell the customer when it came into the
Manitoulin system and the delivery date, if it has not been delivered yet, check the right
hand corner for the highlighted box that indicates freight location.
f) If the freight has not been delivered press F10 to see the location of the shipment in our
system, also check notes to make sure that the shipment has cleared customs or moved in
bond to destination. If shipment moved in bond let the customer know what bond shed it
has been delivered to. If the system shows the freight has cleared customs and it’s showing
a destination terminal but not delivered we will call the terminal and ask when it will be
out for delivery. Or, go to terminal operations menu, enter 108. enter pro # and system will
show if a peddle Driver has the shipment out for delivery.
g) When tracing outbound shipments, ask the customer for the Manitoulin pro #. If customer
does not have our pro # we will search by consignee or shipper to find the freight bill.
Once the freight bill has been located we will call the interline carrier to trace the
shipment and see if it has been delivered.
15. P.O.D. requests.
a) Inbound - take the customer’s fax number and name
b) When looking at the freight bill in the computer, press F21, from this point the P.O.D. is requested and
can be faxed direct to customer or to yourself to fax to customer or emailed to customer.
c) Outbound - for an outbound P.O.D. request, ask the interline carrier to fax to your attention, once
you receive the P.O.D. send to the customer, this way you will know its been done.
16. Special request - when a customer asks for early delivery, specialized equipment like a lift gate, etc. a hot sheet
need to be completed with the particulars.
a) Make sure that an interline pro# or Manitoulin pro# is on the hot sheet to refer to.
b) A copy needs to be faxed to the origin terminal, destination terminal, central dispatch and any other
terminals which should be notified.
c) Once the hot sheet has been faxed to each respective terminal, call and confirm hot sheet has been
Received.
17. Scan pod’s