FedEx GSSC Training - Past Paper PDF

Global Operations Learning and Development Express Clearance Resolution Overview – GSSC Training FedEx Trade Networks Transport & Brokerage, Inc 1 Agenda Introduction What is Case EBS Working a Case Determining Shipment Status Searching for Docume...

Global Operations Learning and Development Express Clearance Resolution Overview – GSSC Training FedEx Trade Networks Transport & Brokerage, Inc 1 Agenda Introduction What is Case EBS Working a Case Determining Shipment Status Searching for Documents Customer Service Review Closing 2 Case EBS Case Enterprise Business System 3 Case Enterprise Business System (Case EBS) Case EBS is a case management platform allowing global and OpCo collaboration to prioritize, escalate, and manage customer issues. The Case EBS system is an outgrowth of the FedEx Jupiter, iCage, and eOps systems. When a shipment is marked with the Prevent processing flag and the work process is completed in Jupiter, a Prevent case is automatically created in Case EBS. Once the shipment receives an arrival scan at the port of entry in eOps and if preclearance was not successful, the case automatically converts to a Cage case. If a Prevent case was never created, as soon as the shipment arrives at the port of entry and the shipment is added to the cage inventory in iCage, the iCage system sends a message to Case EBS to create a CPW or CAG case based on the reason codes. No duplicate cases are created. It is important to know that many people will be using the information in Case EBS to resolve issues related to the shipment. Any comments entered in Case EBS as case notes are legally binding. They can be subpoenaed as evidence in a court of law. Anyone with access to Case EBS can access and read the case notes. NOTE: Case EBS must be accessed via Chrome or Edge. 4  CASE CREATION FLOW IF PREVENT CASE WAS NEVER CREATED Shipment is marked with the Cage case Prevent processing flag iCage system Jupiter sends a message to Case EBS to create a CPW or CAG Prevent case No duplicate cases are created. Cage case (Arrival scan at the POE in eOps & preclearance was not successful) 5  ACCESS AND LOGIN To access Case EBS, open an intranet home page: A PurpleID Sign-On may appear: 1. Type “cebs” in the Keyword field. 3. Type the employee number in the FedEx ID field. 2. Click on Go. 4. Type the corresponding Enterprise password in the Password field. 5. Click Sign In. 6 Handling a Case 7 HANDLING A CASE Once logged in, a user can begin working by: Searching for a Case Adding and Replying to Case Notes Logging Callbacks Adding and Opening Attachments Viewing Helpful Hints 8 SEARCHING FOR A CASE There are many ways to search for a case in Case EBS. These methods can be used whether the case is in the user’s own worklist or assigned elsewhere. To search: Possible search criteria: Tracking number Case ID Company Name Account Number 1. Type the search criteria into the Search field. 2. Click the magnifying glass or press Enter. 9 SEARCHING FOR A CASE 3. Click on the Case ID. The case will open: 10 SCREEN OVERVIEW Case information, including Shipper/Recipient information, Case Details, and the Shipment Profile are located across the top of the screen. The Requestor indicates who initiated the opening of the case. Since most FedEx Trade Networks Clearance cases are opened via auto-creation, most cases will be system generated. 11 STATUTORY WARNING Required to be posted in all cases to advise the origin of the return policy. This warning is located just below the case information. The warning can be viewed by clicking on the expansion arrow. 12 CASE NOTES Case Notes can be added and are viewed near the bottom of the page. 14 ATTACHMENTS, PARTICIPANTS, OPEN ASSIGNMENTS, AND FOLLOWERS Can be viewed on the right of the page. Attachments can also be added in the Attachments section. 15 CASE AUDIT The Case Audit information includes the Audit History, Audit Narrative, Scan History, and Escalation History. These sections record the case activity and are located below the Case Notes. To view or collapse the Audit History and Audit Narrative, utilize the expansion arrow. 16 ACTIONS The Actions menu located in the top right corner provides access to more tools for case management. NOTE: The options in the Actions menu will change depending on what screen the user is on and whether the user is the primary, secondary, or view only. 17 ADDING CASE NOTES To add a new comment to a case: 1. Click in the Start a Conversation box. 2. Add the Case Note comments. 3. Click Post. NOTE: Case notes will appear with the newest on the top. 18 REPLYING TO A CASE NOTE To reply to a request in the Case Notes: NOTE: The user has the ability to like a comment as a form of acknowledgement of receipt. NOTE: The user has the ability to attach documents using the attachment icon when posting a comment or reply. This will be discussed later in the manual. 1. Click the Comment button. 2. Add a reply in the comment box. 3. Click the arrow icon to post reply. 19 HANDLING A CASE Once logged in, a user can begin working by: Searching for a Case Adding and Replying to Case Notes Logging Callbacks Adding and Opening Attachments Viewing Helpful Hints 20 LOG CLEARANCE DETAILS When working a Clearance Case in CEBS, the Clearance Log must be used to record all outbound contact attempts, all inbound contacts received and the reason(s) when no contact is made. Each of the scenarios will be listed below as reference. Updates to the Clearance Log may be made when working a case from your assigned worklist (My Worklist) in CEBS or when working a case that is assigned to another user. In an effort to save time and duplication, but also for ease of reference when other users may be reviewing the case, please add an update to the Case Notes after the Log has been updated: NOTE: A request has been submitted to the CMOD Team to have the Clearance Log information automatically populate into the Case Notes or have a notification message added, but it has not yet been put into production. 21 CONTACT ATTEMPTED 1. Click the Log Clearance Details + hyperlink. 2. Your options within the Clearance Log pop-up window will change based on the Type and Channel selected. 22 UPDATING THE CLEARANCE LOG WHEN CASE IS SET FOR AUTO RESOLVE If you need to update the Clearance Log after the case is set for Auto Resolve, you must Cancel Auto Resolve first. 1. Click Work Case. 2. Click Cancel Auto Resolve. 23 UPDATING THE CLEARANCE LOG WHEN CASE IS SET FOR AUTO RESOLVE 3. Click Back. 4. Now, the Log Clearance Details link is available. 24 RECORDING OUTBOUND CONTACT ATTEMPTS – PHONE 1. For Type: Choose the radio button for Outbound. 2. For Reason: Choose the radio button for Research. NOTE: ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select Phone from the dropdown list. 25 RECORDING OUTBOUND CONTACT ATTEMPTS – PHONE 4. For Contact Outcome: Select the appropriate outcome from the dropdown list. Bad contact info should be selected when an outbound phone attempt is made, but unsuccessful due to wrong number or invalid number. 26 RECORDING OUTBOUND CONTACT ATTEMPTS – PHONE 5. Update the Contact Info fields as appropriate and click the Save button to record the information. 27 RECORDING OUTBOUND CONTACT ATTEMPTS – PHONE NOTE: The data will not save to the Log until the Submit button is also clicked from the main case screen. NOTE: Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. 28 RECORDING OUTBOUND CONTACT ATTEMPTS – EMAIL 1. For Type: choose the radio button for Outbound. 2. For Reason: choose the radio button for Research. NOTE: ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select External Email System from the dropdown list. NOTE: The Contact Outcome is not available for Emails sent. 29 RECORDING OUTBOUND CONTACT ATTEMPTS – EMAIL NOTE: The data will not save to the Log until the Submit button is also clicked from the main case screen. NOTE: Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. NOTE: When an email is sent to multiple recipients, the additional email addresses should be added to the Additional Notes field as reference. NOTE: When CIIF is used to send the DocuSign Link for 5106, the email address should be logged as an Outbound Contact with the CIIF Req ID in comments. 4. Update the Contact Info fields as appropriate CIIF will be discussed later in this manual. and click the Save button to record the information. 30 RECORDING INBOUND CONTACTS RECEIVED – PHONE 1. For Type: Choose the radio button for Inbound. 2. For Reason: Choose the radio button for Research. NOTE: ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select Phone from the dropdown list. 31 RECORDING INBOUND CONTACTS RECEIVED – PHONE 4. For Contact Outcome: Select the appropriate outcome from the dropdown list. 5. Update the Contact Info fields as appropriate and click the Save button to record the information. 32 RECORDING INBOUND CONTACTS RECEIVED – PHONE NOTE: The data will not save to the Log until the Submit button is also clicked from the main case screen. NOTE: Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. 33 RECORDING INBOUND CONTACTS RECEIVED – EMAIL 1. For Type: Choose the radio button for Inbound. 2. For Reason: Choose the radio button for Research. NOTE: ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: Select External Email System from the dropdown list. 34 RECORDING INBOUND CONTACTS RECEIVED – EMAIL 4. For Contact Outcome: Select the appropriate outcome from the dropdown list. 5. Update the Contact Info fields as appropriate and click the Save button to record the information. 35 RECORDING INBOUND CONTACTS RECEIVED – EMAIL NOTE: The data will not save to the Log until the Submit button is also clicked from the main case screen. NOTE: Although most fields are optional within the Log, ECR Team Members are required to enter as much information as they have available. 36 RECORDING NO CONTACT REASONS 1. For Type: No selection needed. 2. For Reason: Choose the radio button for Research. NOTE: ECR Teams will only use Research for any Clearance Log updates. 3. For Channel: No selection needed. 4. For Contact Outcome: No selection needed. 5. Check No Contact and Select the appropriate No Contact Reason from the dropdown list. 6. Update the Additional Notes under Contact Info as appropriate based on your No Contact Reason NOTE: The data will not save to the Log until the (details below) and click the Save button to record Submit button is also clicked from the main case the information. screen. 37 NO REASON TO CONTACT OPTIONS: o When CCP Instructions is selected, the following information should be updated into the Additional Notes section: CCP Profile Reference Number (PRN) & Customer Name (you can copy right from CCP) For example: 9537829 - FFF+US INC Any specific processing or handling instructions, such as database usage or BSO instructions o When Contact Information Unknown is selected, the following information should be updated into the Additional Notes section: Any systems (internal or external) that you used to try to obtain contact information (i.e., CCP, Duplex, Google, etc.) o When Information already provided is selected, the following information should be updated into the Additional Notes section: How the information was provided: Updated in CEBS via a Case update and/or attachment or sent to [email protected] and attached to case. If the shipment was an NRTC, indicate the reason why (i.e., All info on docs; Valid SEC321; HTS in database; Info in CCP; etc.) Note: If you didn't make contact or obtain info, there is no need to update clearance log. The case notes would suffice. o When Per SOP is selected, the following information should be updated into the Additional Notes section: CCP Profile Reference Number (PRN) & Customer Name (you can copy right from CCP) For example: 7912912 - FARFETCH UK LIMITED Any specific processing or handling instructions, such as database usage or BSO instructions 38 REVIEWING CLEARANCE LOG UPDATES When working or reviewing a case on behalf of another user or one that has been transferred to your worklist, it is important to check the Clearance Log for contact information and history. 1. From the main case screen in CEBS, click on Case Summary. 39 REVIEWING CLEARANCE LOG UPDATES 2. On the Case Summary pop-up, choose Notification History. 3. Any contacts logged will be visible. You may have to use the scrolling bar at the bottom to see all columns: 40 REVIEWING CLEARANCE LOG UPDATES 4. Use the carat/arrow in the first column to open the contact entry and view all the contact details. You can only open 1 contact at a time. 5. You can exit at any time by clicking the X in the right corner. 41 CLEARANCE LOGS - EXAMPLES 1. INFO RECEIVED VIA EMAIL (regardless if same day or next day from contact) 43 CLEARANCE LOGS - EXAMPLES 2. NO CONTACT PROVIDED 44 HANDLING A CASE Once logged in, a user can begin working by: Searching for a Case Adding and Replying to Case Notes Logging Callbacks Adding and Opening Attachments Viewing Helpful Hints 45 ADDING ATTACHMENTS This function allows the user to attach files to a case, such as completed and signed documents. The below file types are accepted in Case EBS as attachments: NOTE: The size limit of each item is 10mb and multiple items cannot be added at one time. Upload each item individually. 46 ADDING ATTACHMENTS There are two possible places to add attachments: 1. In the Comment field when posting a response or starting a conversation in the Case Notes section. Case Notes: 47 ADDING ATTACHMENTS There are two possible places to add attachments: 2. In the Attachments section Attachments: Click the paperclip icon in the Comment section in Case Notes or Add Attachments from the Attachments section 48 ADDING ATTACHMENTS By utilizing either location, an Upload Documents box will appear: 1. Drag and drop a file to this area or click Select files to upload a document. 2. When the attachment displays, select a Category. 3. Click Attach. 49 OPENING ATTACHMENTS To open an attachment: 1. Click the Attachments section to display attachments. 2. Double click an attachment to open. 50 EXPORTING ATTACHMENT - EMAIL To use the Email Export Option: 1. click on the link for the email attachment from 2. choose the Export option on the viewer the Attachments section in CEBS 51 EXPORTING ATTACHMENT - EMAIL 3. In the Export Document pop-up, choose “Original” as the Format (it will default to PDF) and hit Export. 52 EXPORTING ATTACHMENT - EMAIL 4. Click on the Exported Document from your Downloads icon on your browser menu bar. It will open as an Email message that you can Reply to. 53 PSEUDO NAMING A pseudo name should be assigned to a case to make it easier to recognize in the Worklist and for reporting purposes. To assign a pseudo name: 1. Click the Action menu. 2. Click Pseudo Name 54 PSEUDO NAMING The Pseudo Name box will appear: 3. Type the pseudo name to be used in the pseudo name box. 4. Click Add. The pseudo name will appear below the box. 5. Click OK 55 PSEUDO NAMING The pseudo name can be viewed in the Worklist. NOTE: All cases that have been worked must contain a pseudo following the Pseudo Standardization Guide and the Pseudo Generator DLPs. 56 EXPRESS CLEARANCE RESOLUTION – CASE EBS PSEUDO STANDARDIZATION GUIDE 57 EXPRESS CLEARANCE RESOLUTION – CASE EBS PSEUDO STANDARDIZATION GUIDE Special Scenarios Defined 1. Voicemail Full Use “O” for “Origin Contact Only/Bad Contact Info” and use freeform to indicate that the voicemail was full 2. Voicemail Not Setup Use “O” for “Origin Contact Only/Bad Contact Info” and use freeform to indicate that the voicemail was not setup 58 EXPRESS CLEARANCE RESOLUTION – CASE EBS PSEUDO STANDARDIZATION GUIDE Code Meaning Code Meaning 321 Section 321 HVL High Value $$$ Currency INV Invoice ABN Abandonment ITD ITDC – Iron Mechanical Transfer Drive Components ADD Antidumping KYD Processed / Keyed ALM Aluminum Extrusions MFG Manufacture BAG Polyethylene Plastic Bags MVM Movement NWR Narrow Woven Ribbon BND Bond PET Plastic Film BOX Folding Box POA Power of Attorney BRG Bearing Worksheet POD Voluntary Entry BSO Broker Select Option PPQ Lacey Act C/O Country of Origin PRL Pre-Release CAN Candles RAD Rad Dec CMP Compo RTN Return CVD Countervailing RTV Retrieval DES Description SAW Diamond Sawblade EIN Importer / 5106 SOL Solar Cell & Certifications EMB Embroidery TBK To Be Keyed FAB Fabric Detail TLS Hand Tools FDA FDA TOX TSCA HS7 DOT Worksheet 59 EXPRESS CLEARANCE RESOLUTION – CASE EBS PSEUDO STANDARDIZATION GUIDE Pseudo Generator 60 CREATING A TASK A task gives another location or employee an assignment to complete that will help the user resolve their case. For example, the user might assign the origin location a task to ask them to contact the shipper for additional information or paperwork. Check to see if there is already a Secondary created to origin. If so, do not create a duplicate Task to request additional information. Simply, update the Case Notes with the additional information required. 61 CREATING A TASK To create a task: 1. Click the Action Menu. 2. Click Create Tasks. 62 CREATING A TASK The Create Tasks screen will appear. 3. Click Add a Task. 63 CREATING A TASK 4. Type “See Case Notes” in the Instruction field. 5. Type complete request for information needed in the Case Notes 64 CREATING A TASK 6. Click the Assign To field. 7. Click Work Queue. 65 CREATING A TASK 8. Select the appropriate Work Queue. \ NOTE: When requesting assistance from origin, in the Assign To field, locate the correct party by entering the country code for the origin. For clearance purposes, the correct party is the origin country’s CS Clearance group. Ex: For a shipment originating in Canada, the Assign To party would be CA CS Clearance. 66 CREATING A TASK 9. Click Submit. NOTE: The Deadline field is not being utilized at this time. 67 TRANSFERRING A CASE The Transfer screen appears: 5. Click the Transfer to drop-down list. 6. Click Employee or Work Queue. 70 TRANSFERRING A CASE Depending on who the user chooses to transfer the case to, they will type the name of the employee or the name of the work group they wish to transfer the case to. 7. Click Employee from system when transferring to an employee, Click Work Queue when reassigning to a different work group for handling. 8. Type the name of the employee in the Employee field or the name of the work queue in the Work Queue field. NOTE: The Employee and Work Queue fields are smart fields and will auto-populate matches as the user types. The correct name of the employee or worth queue the case is to be transferred to should be selected by clicking the name on the auto-populated list. 71 TRANSFERRING A CASE 9. Add additional notes to the Audit note field if needed. 10. Click Transfer. 72 EXPRESS CLEARANCE RESOLUTION DEPARTMENT GSSC CONTACT DLP 6. Locating Tags for Transfer to ECR a. The Tags will be visible on the Worklist View when the “Tag” Field is added. b. When working in a case, the Tag can be found by going to the Actions Menu and selecting Tags. A pop-up window will display the tag in blue. See screenshots below: 80 HANDLING A CASE Once logged in, a user can begin working by: Searching for a Case Adding and Replying to Case Notes Logging Callbacks Adding and Opening Attachments Viewing Helpful Hints 84 HELPFUL HINTS When working files in Case EBS, the user may have questions regarding how to perform certain functions in the system. There are job aids and resources available within the system to assist. Where do I go for help? 1. Click on the “i” icon with a circle around it next to the notifications icon. 85 HELPFUL HINTS The available resource aids will appear: 2. Click on the document name of your choice. The requested document will open for viewing: 86 HANDLING A CASE Once logged in, a user can begin working by: Searching for a Case Adding and Replying to Case Notes Logging Callbacks Adding and Opening Attachments Viewing Helpful Hints 87 Agenda Introduction What is Case EBS Working a Case Determining Shipment Status Searching for Documents Customer Service Review Closing 89 Determining Shipment Status 90 90 DETERMINING SHIPMENT STATUS One of the first objectives of working a Prevent file is to check the package status to make certain it is eligible for preclearance. The shipment should not be delivered, out for delivery, or in the bond cage to qualify for Prevent processing. At each critical point from pick up to delivery, a scan is performed on the shipment and the information is available for review. Every package is scanned at least once in the origin station (where the shipment originated), and once in the destination station (where the consignee is located) for accountability. Those packages that are not to be delivered by the courier, or those that may be delayed for some reason, are scanned again to provide more information. 91 eOps Enterprise Operational Portal 92 92 PACKAGE INQUIRY Package Inquiry can be accessed through the Enterprise Operational Portal (eOps) via the FedEx Trade Networks Intranet Home Page. 1. Type “eops” in the Keyword field. 2. Click Go. 96 PACKAGE INQUIRY The eOps home page will appear: 97 PACKAGE TRACKING 1. Hover over Tracking. 2. Hover over Package Inquiry. 3. Click on Tracking Number. 98 PACKAGE TRACKING 4. Type the air waybill (AWB) number of package into the designated field. 5. Press Enter 99 PACKAGE TRACKING Shipment details are displayed: Each piece in a multi piece shipment (MPS) is assigned a tracking number. This information is displayed by accessing the Associated Tracking Numbers screen. 100 PACKAGE TRACKING To view information regarding associated tracking numbers: 1. Click on the Associate Track Numbers. 101 PACKAGE TRACKING 3. Click a specific tracking number to display its scans/updates. 4. Click a column heading to re-sort the information in alphabetical or numerical order. 103 CURRENT COMMITMENT Customers frequently request the expected delivery time of the package. While we cannot guarantee a specific delivery time, we can look up the current commitment detail. It is located in the upper-right corner of the Package section at the top of the inquiry: The current commitment date and time in the above example is 08/29/2022 by 12:00PM. 104 SCANS The Scans section shows the tracking scans for the shipment. Results are displayed in reverse chronological order. To arrange in chronological order, click the Scan Date Time column. 106 FILTERS Filters may be applied to change the way the information details are displayed. Filters are located in the Scans section of the inquiry. 1. Click the “+” icon to expand the filter options. 107 FILTERS The filters will appear: 2. Click to highlight filters desired. 3. Click Apply Filters. 4. Click Clear All Filters to clear choices. NOTE: Multiple choices may be made from the Track Types, Location, and FedEx ID columns to filter the scan information. 108 FILTERS In the example below, the COMM track type was chosen. Only the COMM scans show in the package tracking: Before working cases, it is important to check the location of the package. Pay close attention to the following scans: 109 SCAN TYPES POD – The shipment has been delivered VAN – Out for delivery STAT 60 – Bond cage scan at the port of clearance STAT 65 – Package has been released by customs at clearance point (Loc ID should be US Hub Ports) STAT 55 – Regulatory agency clearance delay at the port of clearance. (STAT 55 scans occurring in other countries do not qualify.) HOP – Shipment has already left the port of clearance. (HOP scans occurring in other countries do not qualify.) ECCO – Expedited Customs Clearance Scan. See team lead for local procedures. Prevent processing varies by port based on differing sort times. PUP/PUX – Pick Up/Pick Up Exception Scan. 110 TRACK TYPES The Track Type section shows the type and definition of the scans applied to the shipment as it moves from pick up to delivery. Hub Port Codes: To access all scan types: AFW – Alliance/Fort Worth ANC – Anchorage EWR – Newark GAR – Gardena HNX – Honolulu IND – Indianapolis LAX – Los Angeles MEM – Memphis MEC – Memphis Container MIC – Miami Container MIX – Miami Express OAK – Oakland ORD – Chicago 1. Click on any scan type. 112 TRACK TYPES After clicking scan type, a list of all Scan/Track Types and definitions will appear: 113 MOST COMMON TRACK TYPES 114 INTERPRETING TRACKING INFORMATION Scans show in the time sequence that they are Some updates are not performed directly on the transmitted, not necessarily in the order that they are package, but are system generated. The performed. A package may be scanned but the Source/System Name column provides information as information might not be uploaded into the main to what system or program generated the tracking system until the scanner is physically taken to a item. location where the information can be uploaded. At Track types help identify the type of scan that has times, it might appear that the scans are out of occurred. For accuracy, read the STATUS/COMMENTS sequence but, check the Scan Date Time column to carefully. see when a scan was performed. Packing Inquiry allows you to sort by date and time to put them in Sometimes one AWB number may apply to more sequential order. than one shipment (duplicate AWBs). When this occurs check the SCAN DATE TIME and LOCID columns As new status information is transmitted, the carefully to ensure that the scan applies to the tracking information associated with the new shipment in question. information appears at the top of the scans. All dates are in month, day (MMDD) or month, day, The STATUS/COMMENTS column may contain year format (MMDDYYYY). information that is used to further interpret the status of the shipment. All times are shown in local time at the scanning location 115 EXPEDITED CUSTOMS CLEARANCE SCANS (ECCO) One of the most difficult aspects of interpreting scans is trying to determine if, or when, an international shipment has cleared CBP. Not all locations use the same scans to indicate CBP clearance. Some offshore locations do not use any scans to indicate CBP clearance. The ECCO scan is placed on each package and indicates that a package is at a specific location and that the CBP clearance process has been initiated. For each ECCO scan, read the STATUS/COMMENT column, this will indicate whether the package has cleared CBP. An understanding of the tracking scans and codes is necessary to interpret the information provided in the Package Tracking Inquiry system. In the example on the next page, the ECCO scan indicates the package is at a specific location ready to be cleared by CBP. The scan above it is an indication that the shipment has been delayed. 116 EXPEDITED CUSTOMS CLEARANCE SCANS (ECCO) The most common ECCO scans are: has cleared CBP. It will be sent through normal sort procedures to the destination courier, and out for delivery as per the international delivery commitment ECCO – IN TRANSIT AREA for the destination. This scan is seen on international shipments as they ECCO – IN CLEARANCE AREA arrive at a clearance point. Shipments with this scan This scan indicates that the package has arrived at will not clear CBP at this point, but will transit through the clearance location and the CBP clearance process to another clearance location. This scan is often seen has been initiated. The actual clearance scan may take on offshore shipments as they pass through a hub in one of several formats depending on the value of the the U.S. shipment, the clearance process required, and the ECCO – TRANSIT COMPLETED systems in place at the clearance location. The transiting shipment has left the CBP area and is ECCO – CLEARANCE COMPLETED en route to its next destination. This scan indicates that the clearance process has ECCO – IN CLEARANCE AREA (NO REGULATORY DELAY) been completed. This is the clearance scan format most commonly used in full ECCO locations and is the This scan indicates that the package has arrived at compliment to the ECCO-IN CLEARANCE AREA scan. the clearance location and because of its low value, 117 CBP CLEARANCE SCAN CODES The following are some of the most common codes used to indicate package status. 52 – Held, Package Cleared After Sort Down - Indicates that the shipment has cleared CBP too late to go to the domestic sort. 55 – Regulatory Clearance Delay – Indicates that the shipment is received and is held for inspection or is placed in quarantine by any agency. This includes, but is not limited to, fruits, plants, animals, etc. This code is also used for missing CBP paperwork at the destination. 56 – Remove from Cage - Indicates when shipments are removed from the cage but have not yet received CBP clearance. Examples include Broker Select Option (BSO) shipments, mis-sorted shipments, and shipments that are released from the cage, but will not clear for several hours. 60 – Still in Bond Cage – Indicates that the shipment is being held in the cage pending regulatory release. 65 – Commercial Customs Release – Indicates the shipment has been cleared by CBP. Although the update is performed at the clearance location, it does not mean that the package has physically arrived in the location. Check for the ECCO scan to prove the package has arrived. 118 DETERMINING SHIPMENT STATUS- PRACTICE 1. True or False: Never communicate with or provide documents to the ship- to party on the AWB or CI. 5. For each ECCO scan, Should I read 2. In what order are results displayed the STATUS/COMMENT column? Why? in eOps? 3. True or False: Multiple choices may be made from the Track Types, Location, and 4. What is STAT 65? FedEx ID columns to filter the scan information 119 Searching for Documents 120 120 120 120 EDM Portal GSDR Quick/Advanced search 121 121 SEARCHING FOR DOCUMENTS Global Shipment Document Repository (GSDR/EDM) GSDR/EDM is the FedEx document system used to store and share documents. If clearance documents are missing, search GSDR for availability. All documents found in that assist in the clearance of the shipment and are not already found in Jupiter should be attached to the case in CEBS. Access the EDM quick search document repository. 122 SEARCHING FOR DOCUMENTS To access from the FedEx Trade Networks Intranet home page: 1. Type “gsdr” in the Keyword search field. 2. Click Go. 123 SEARCHING FOR DOCUMENTS The Express Search box appears, which allows searches for multiple AWBs at the same time. 3. Type the AWB number in the search box. 4. Click Search. 124 SEARCHING FOR DOCUMENTS If the documents are available, they will populate in a table below the Express Search box. 5. Click the AWB to show all documents, or 6. Click an individual document type. 125 SEARCHING FOR DOCUMENTS Images appear in a separate window: 7. Click the thumbnails to navigate between documents. 8. Attach the documents to the case in CEBS. 126 Customer Service Review 127 127 127 CUSTOMER SERVICE REVIEW Telephone Courtesy Employees should strive to make each customer feel that they are the first and most important person requiring support. This includes answering the phone by the third ring, speaking in a friendly manner, calling customers back in a timely manner, properly placing a customer on hold, properly transferring a customer and taking adequate messages when necessary. One ECR coordinators do not have individual voicemail. Unanswered calls go to the Virtual Call Center (VCC) where an agent will work to assist the customer and obtain the needed clearance information. When contacting a customer: Greet the customer in a friendly way. Introduce yourself and the company. State the purpose of the call. If the person is not available, ask if there is anyone else available who might be familiar with this particular issue. Deliver your request clearly, leaving room for questions. Recap the conversation to ensure all points were covered. Close the conversation with a courteous phrase. 128 CUSTOMER SERVICE REVIEW Calling Customers Back Allocate time daily Schedule callbacks to help avoid telephone tag. When quoting a time for callback, make sure to use the customer’s local time. Be aware of time zone differences. Avoid vague terms Placing a Caller on Hold There are certain steps to take when placing a customer on hold. These steps will ensure that the customer does not feel ignored. Ask for permission Get back to the customer after no more than 30-45 seconds Thank the customer for holding If the process is going to take additional time, offer to call the customer back within a certain time frame Explain delays if the caller chooses to keep holding 129 CUSTOMER SERVICE REVIEW Leaving a Message Employees may have the option of leaving a message by voicemail or with a customer. It is important to provide enough information for a clear understanding of the importance of the call as well as what is expected. The following information should be provided when leaving a message: Employee’s name and company name Reason for the call AWB/tracking number for reference Employee’s return telephone number Office hours or cutoff times Email address (i.e. employee#@fedex.com) Email Etiquette Emails must be professional in format. Do not use informal style emails, such as all capital letters, or all lower- case letters. Emails should follow the same format as a formal letter. Communication should be professional, friendly, and concise. Outline all requirements and attach any necessary forms or documents for reference. Ensure that your email signature is complete with your name, title and contact information. NOTE: Contact your local leadership for email signature requirements. 130 Agenda Introduction What is Case EBS Working a Case Determining Shipment Status Searching for Documents Customer Service Review Closing 131 What is your favorite takeaway today? 133