In addition to her normal duties as a distribution assistant checking out will call drivers, creating container files, ordering MRO and other normal duties. Kelly was tasked with training a new distribution assistant. In July she started tracking Credits and Debits and Physical Inventory Verifications for customer claimed shortages. This required detailed research collecting Proof Of Deliveries and weight verification.
In addition, Kelly had to learn a retail customer’s dispute process. They submitted $150,857 in claims but by her proper utilization of their dispute process we were able to recoup $95,767 of that amount.
She also reviewed over 800 other customer claims and was able to produce documentation that allowed us to deny 672 of those valued at a total of $147,718. The 139 valid claims we paid only totaled $8,654.
The total recouped or avoided from July through the end of FY17 was $243,485.
For the claims that we agreed to pay we were able to provide meaningful feedback to pickers to better understand what part of the process had not been followed that resulted in the claims. This will undoubtedly save thousands in the future.