Customer Service Delivery Teammate Manual

Transcription

1 Customer Service Delivery Teammate Manual By Maria Dawson Updated on July 2013

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3 Table of Contents Table of Contents... iii Welcome!... 1 Welcome to our Team!... 3 Part I. Getting Oriented... 4 Who We Are... 6 Our Business... 6 Our Team Motto... 6 Our 14 Standards of Service Excellence... 6 Compensation and Benefits... 7 Pay Days... 7 Paid Time Off... 7 Holidays... 7 Health and Welfare... 7 Retirement... 8 Education... 8 Store Teammate Referral Program... 8 Training Modules... 8 Voice of the Teammates... 8 Employee Codes... 8 My Teammate Time... 9 Dress Code... 9 Company Vehicles Cell Phone Policy Part II. Job Duties and Expectations Opening and Closing Duties Opening Closing... 14

4 Driver s Log At the Shops Dropping off Parts Getting Signatures Credits Returns In Store Duties Answering Phones Housekeeping Finalizing Tickets Warehouse Map Locations Adjusting Out Adjusting In Thank you Troubleshooting Index... 29

5 Welcome!

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7 Welcome to our Team! This teammate handbook is designed to assist you during the beginning stages of your journey with CARQUEST Auto Parts. This teammate handbook is intended to provide a general overview of the policies, practices, benefits, and job duties at CARQUEST Auto Parts as a customer service delivery teammate. As a customer service delivery teammate, you are the most valuable asset to our company. Our success is driven by what you do every day to help us build a brand of excellence. Please feel free to contact your supervisor, Human Resources, or Voice of the Teammates (VOTT) at if you have any questions about this teammate handbook or your employment with CARQUEST.

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9 Getting Oriented Part I. Getting Oriented

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11 Getting Oriented Who We Are Our Business We serve the automotive aftermarket by distributing replacement products and supplies for virtually all makes and models of cars, trucks, and recreational and farm vehicles through distribution centers located in North America. CARQUEST Auto Parts stores compete with many other automotive products stores every day to have the right product when it is needed. We are positioned as one-stop automotive supermarkets offering everything that a commercial or retail customer needs to repair and maintain a vehicle. Our Team Motto Exceptional teammates proudly serving a world in motion Our 14 Standards of Service Excellence Providing unparalleled customer service is my personal role and the focus of our team efforts. I build and sustain customer trust by always demonstrating that I care. I am responsible for the cleanliness of our stores, facilities, work areas, and vehicles. My appearance, behavior, and language reflect our brand of excellence. I am always gracious and treat customers and teammates with dignity and respect. When I see a problem, I own it until it is resolved. I am empowered to ensure customer satisfaction with loyalty. I build relationships that create customers for life. I enjoy what I do. I have a warm, happy, and caring attitude that creates a pleasant customer experience. I am responsible for the safety of my teammates and customers. I conduct myself safely and responsibly in the community I serve. I am prompt, reliable, and responsive. I complete my commitments on time, showing dedication and professionalism, I go beyond my customer s expectations. I embrace and foster diversity in teammates and customers.

12 I am trained and knowledgeable to provide excellent service to our customers. I am always eager to assist my teammates, stepping out of my primary role to serve our customers. I always conduct myself with strong character and integrity in protecting and elevating the company name and reputation. I am a leader. I lead by example, and I am a role model at work and in the community. I operate with uncompromising value Compensation and Benefits Pay Days Pay day is bi-weekly on Fridays. When keeping track of hours worked, our work week begins Saturdays and ends Fridays. Paid Time Off Customer service delivery teammates are eligible for paid time off. Within a year, beginning January 1, paid time off hours accumulate depending on how many hours worked. Holidays After an employees 90 day probationary period has ended, they are eligible for paid holidays. For holidays that the company is closed, eligible part-time customer service delivery teammates are paid for 4 hours worth of work, while full-time employees are paid 8 hours worth. Our company provides seven paid holidays as follows: New Years Day Memorial Day Independence Day Labor Day Thanksgiving Christmas Day Floating Holiday (may be designated by the company) Health and Welfare Medical, dental, and vision plans Healthcare flex spending accounts Wellness programs Teammate assistance program

13 Getting Oriented Legal plan Health advocate program Retirement 401(k) savings plan Stock purchase program Education The teammate education program allows participation in flexible and quality higher education programs at reduced tuition rates. More information and access links to all school sites included in the program are found on CARQUEST Link in the GPI Learning Services section under the Training tab. Store Teammate Referral Program It is the company s ongoing commitment to continually acquire high-caliber candidates. The referral program rewards store teammates who make successful referrals and gives them a voice in the hiring process. For more information, visit the Human Resources page on CARQUEST Link. If the referred friend passes the 90 day probationary period, the teammate who referred him/her receives compensation. Training Modules Upon hire, your first responsibility is to complete a set of modules. These modules are done on the computer and takes an average of 2-4 hours to complete. Important information is given including safety information, what to do in case of a chemical spill, sexual harassment, driving expectations, and more. After each section, you will be quizzed on the reading. Usually a score of 70-80% is required to pass depending on the section. Quizzes may be retaken without penalty. Voice of the Teammates Voice of the Teammates (VOTT) is a connects teammates to all Human Resources needs including benefits and compensation, employee relations concerns, and interpretation of policies and procedures. They also help with forgotten usernames, passwords, and employee codes. VOTT is available Monday through Friday 8AM-8PM (Eastern time) at Employee Codes Employees are given two different numbers: Clock in/clock out code

14 It is important that you do not give out these codes to other employees. Only managers and assistant managers have access your codes. By giving out this information to fellow employees, they have access to create errors in your clock in and out times and to pump gas with your identity. The same number used for the gas code will also be used to log into the warehouse scanners. The clock in/clock out code is used in the beginning of your shift and the end of your shift to keep track of your hours. You will always use this code for lunch breaks. The gas code is used when the company vehicle is low on gas. The gas card can be used at any gas station, except for those that require membership, such as Sam s Club. The pump will ask for your code and also the mileage of the car. Once the information is entered, you can begin to pump gas. Always get a receipt. Give it to your manager with the mileage circled and initialed. My Teammate Time My Teammate Time is a useful tool for our employees. Find My Teammate Time on the homepage of CARQUEST s interlink website. Scroll towards the bottom, and it is located on the right side. My Teammate Time is used for: Keeping track of hours worked. Accepting edited clock in/clock out punches. Requesting days off. Checking the amount of vacation hours accumulated. Dress Code Dress codes differs from men and women. For women: Hair must be cleaned, combed, and neatly maintained. Shirt must be company approved with logo. It must be tucked into pants at all times. No visible tattoos or body piercings (except earrings as specified). Only company approved hats may be worn. Small earring may be worn, no more than two in an ear. Name badge must be clipped on the shirt, displayed on left chest above pocket. Dark belt is required.

15 Getting Oriented Dark pants or shorts (not shorter than 2 inches above the knee) is required. Managers and associate managers are required to wear long pants. For men: Hair must be cleaned, combed, and no longer than collar length. Facial hair must be trimmed and neatly maintained. Shirt must be company approved with logo. It must be tucked into pants at all times. No visible tattoos or body piercings. Only company approved hats may be worn. Men may not wear earrings. Additional jewelry must not pose a safety risk and must maintain a professional image. Name badge must be clipped on the shirt, displayed on left chest above pocket. Dark belt is required. Dark pants or shorts (not shorter than 2 inches above the knee) is required. Managers and associate managers are required to wear long pants. Company Vehicles The company vehicles are leased by CARQUEST. It is important that all teammates understand we must take care of them, keeping up with the cleanliness and removing all trash. Having drinks is permitted in the vehicle, but any spills must be cleaned up immediately. Food is not permitted in the vehicles. Cell Phone Policy Cell phone use will not be tolerated. Any accident caused by cell phone use will result in immediate termination.

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17 Part II. Job Duties and Expectations

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19 Job Duties and Expectations Opening and Closing Duties Opening Unplug the warehouse cart from charger and bring to the designated area Get scanner batteries from the charging station Log into scanner using employee code (gas code) Pull all parts from pick tickets from the night before Closing Plug warehouse cart into charger in the designated area Log out of scanner Return batteries to the charging station Take out trash and bring to dumpster located in lane 9 (warehouse) Scan parts back into the warehouse that are authorized Log all computers out Driver s Log All drivers are required to keep a driver s log for the day. Below is an example of a driver s log. Store Name: Lewisville, TX Date: July 2, 2013 Teammate Name: Maria Dawson Time Out Customer Name Invoice Number Time In 10:56 Goodyear :15 11:30 Firestone 24EA :00 Starting Mileage 27,435 Ending Mileage 27,555 Miles Driven 120 The driver s log is used to keep track of the drivers and the car. Remember to fill out all information. The driver s log is part of the audit, therefore it is important that all teammates fill out all information correctly.

20 At the Shops Dropping off Parts When dropping off parts, bring the products to the shop s main table. Let the mechanics or managers check to see if the part is correct. Getting Signatures On the finalized ticket, there is a space for the customer s signature. All finalized tickets must signed by the receiving customer. Put signed copies in designated area instructed by your manager. Credits Before leaving for your delivery, be sure to go through the credits. A credit is money that has been returned to our customer due to returns. Customers are required to sign the store copy, and they keep the customer copy for their records. Returns There are 3 types of returns: New returns products that customers did not use Core returns old parts that CARQUEST wants back i.e. batteries, CV shafts (not all parts have a core) Warranty (defective) returns products that did not work Ask for returns at every shop and write them up in the return book. The yellow copy goes to the customer and the white page goes back CARQUEST. In Store Duties Answering Phones Answer phones by the third ring. Employees must answer the phones by saying: Thank you for calling CARQUEST Auto Parts in. This is. How may I help you? or Thank you for calling CARQUEST Auto Parts in. This is. Can I put you on hold?

21 Job Duties and Expectations Housekeeping When there are no deliveries that need to be taken, there are housekeeping duties customer service delivery teammates can do. These include: Front face store products Clean shelving Mop Sweep Clean windows Clean company vehicles Clean bathrooms Take out trash Adjust appropriate products back into the warehouse (explained on next page) Finalizing Tickets After products have been pulled into the warehouse, pick tickets need to be finalized to in order to charge customers. All teammates are able to finalize tickets, unless we are receiving cash for the product or if the customer will be charged on a credit card. Below takes you step-by-step how to finalize tickets. 1. On the pick ticket, locate the invoice number located on the top right hand corner 2. On the computer screen, locate the space to type in the invoice number located on the top left. 3. Type invoice number. 4. The computer will ask you for a code. You will be given a 3 letter password from VOTT. Type the code and press enter. 5. On the bottom left of the screen, click on the button that says On Account. 6. Finalized ticket will print.

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23 Warehouse Map Below is a map of the zones of your specific warehouse (Lewisville location): Downstairs Zone 3 Zone 5 Zone 8 Zone 1 Zone 6 Zone 4 Zone 7 Zone 9 Upstairs Zone 12 Zone 10 Zone 15 Zone 9 Zone 13 Zone 11 Zone 14 Zone 16

24 Locations When orders come through, you must pull the parts from the warehouse. On the pick ticket, you will see a location for the part needed. For example: 11/411 This location means the part is located in zone 11 (upstairs) in aisle 411. For every part pulled, products need to be adjusted out using the scanner. Adjusting Out To adjust out from the main menu: 1. Select #1 for picking. 2. Select #2 for adjust out. 3. Scan product bar code. 4. Scan bar code on the shelf you found the product on. 5. Enter the quantity pulled. 6. Press enter. Adjusting In To adjust in from the pain menu: 1. Select #2 for inventory. 2. Select #4 for Adjust in. 3. Scan product bar code. 4. Scan bar code on the shelf the product belongs on. 5. Enter the quantity you are returning to the shelf. 6. Press enter. Only products that are designated by that manager to be scanned back in. Only products that have not been charged onto a customer s account can be scanned out.

25 Thank you Thank you for choosing to be a part of the CARQUEST team! As an organization that strives for excellent in everything we do, we need to find the most talented teammates to execute our strategy at all levels and grow with us long term. We have chosen you because we believe you are one of those teammates.

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27 Troubleshooting What if the scanner does not work? If the scanner is not working properly (freezes, dead batter, etc.) wait until it begins to function as it should. If taking longer than usual, bring the problem to your manager. Parts should not be pulled from the warehouse without scanning them out. This could potentially cause problems with inventory. How many times must I take the quizzes from the modules? Modules are meant to be done once every year. What if I forgot any of my codes? Your manager will have you call VOTT to reset the code forgotten. Will we have store meetings? Store meetings will take place in the store during normal operating hours once every month. If you are present at a meeting, the manager will personally go over everything from the meeting with you. What is a pick ticket? A pick tickets tell employees what must be pulled from the warehouse and which customer needs these parts. Pick tickets have the location of the parts. We must pull the parts from the warehouse, then we can finalize the pick ticket, which charges the customer. How often do teammates receive raises? Every April, managers must give employees evaluations. Depending on the evaluation, an employee will get a raise. Raises can be given once a year. Are there possibilities to move up in CARQUEST? CARQUEST loves hiring from within. If you are interested in higher positions, let your manager know so they can begin to train you and prepare you for possible open positions.

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29 Index Index Cell Phone, 7 Closing, 11 Codes, 6 Credits, 12 Dress Code, 7 Driver s Log, 11 Education, 5 Health and Welfare, 5 Holidays, 4 Motto, 3 My Teammate Time, 6 Opening, 11 Paid Time Off, 4 Pay Days, 4 Retirement, 5 Returns, 12 Store Teammate Referral Program, 5 Training Modules, 5 Vehicles, 7 Voice of the Teammates, 5 Warehouse, 14