Customer Service Load Out

The purpose of the Load Out Standard Operating Procedure is to clearly outline the required steps to safely, accurately & efficiently load out customers' orders to achieve desired business outcomes. This SOP serves as the foundational reference for all Load Out-assigned associates at Nellis Auction.

Scope

Customer Service Team, This SOP covers all aspects of load-out activities at Nellis Auction, Exceptions, Safety, And customer escalation.

Audience

Warehouse Team Members, Area Managers, Operations Managers, and Certified Trainers.

The following diagram provides a visual overview of the end-to-end process flow. Refer to the Procedures section for detailed step-by-step instructions.

WHAT FORMAT DOES NELLIS USE FOR PROCESS FLOW MAPPING????

The following standards are extracted from this SOP and represent the key observable, auditable behaviors and outcomes that define excellence in this process. These standards feed into the Nellis Auction master audit framework.

Customer Id Check -

There may be times when you are asked to check and verify the customer's ID and credit card.

• This is completed at the AM level, as they must give approval and scan the barcode
• Inform the customer, “Hi we need to verify your id and credit card.” Would you mind sharing this with me, if you prefer, the manager can be called out as well.
• If the customer inquires why, “Higher dollar purchase require verification of what we have on file for yourself and this is to protect you and Nellis.”

Customer Escalations -

• If a customer tells you they have items to return, let them know you will get a lot attendant over quickly who can take care of them. Let the lot attendant know prior to you going back inside
• If a customer asks to use the restroom, politely let them know that we do not have public restrooms available
• If a different customer than the one you were loading out asks for your support in lifting/loading an item as you are heading back into the building, you may assist them. If a team lift is required it is preferred that you call for assistance to lift rather than relying on the customer to assist.
• If a customer is visibly upset or you feel you need support, let the customer know you will notify a “lot" member to come over to support and let the AM know on your way back.
• If the customer is not able to self-regulate, i.e., swearing, shouting, etc., politely let the customer know you are grabbing a manager and leave.
• It is important to remain calm and professional at all times, stop engaging, and seek support through your manager.
• We encourage a polite walk away to grab the manager on duty versus interacting with someone who cannot self-regulate.
• It is NEVER okay to swear at, strike at, or be disrespectful to our clients regardless of their behavior.

When you cannot locate and order -

• What to do when you cannot find your order?
• Check neighboring locations (same row, back side, top, bottom, all around)
• If not found, seek AM guidance.

What do when the load is requesting a code -

When a customer utilizes our self check in process (IE scanning the barcode on the parking spot) this is a safety feature to insure you load out to the correct customer. When you arrive simply ask for their code and enter into the space as shown above. This will allow you to continue with the loading process.

When there are no orders on the board

• When there are no customers on the board for extended periods of time, seek your AM for a role to remain “productive.”
• Spider orders
• Collect carts
• Help your peers in the lot

Certification Requirements

Team members must demonstrate proficiency in all Load Out steps, Must be 100% on all Audits conducted for Load out a the trunk, must be observed greeting customers and assisting for ## load outs. Must be able to demonstrate how to respond to all common exceptions (PIN request, ID check, and customer escalations.

Sign-off by a Certified Trainer is required prior to working in load out unsupervised.

Audit Schedule

Non-Conformance Handling

If a team member deviates from this SOP, the Area Manager will conduct an immediate coaching conversation. Repeat violations escalate to the Ops Manager and will result in corrective action.

Safety Requirements

• If an order is too heavy or too large for you to deliver on your own it is essential you request a team lift to avoid risking injury.
• During peak hours and or in extreme heat; please notify your AM whenever you require a cool down or water break / refill. (3 minute cool down as needed)
• Try to travel on designated cross walks, remain vigilant keeping a good 360 view of your whereabouts. Call out trip hazards, or poor driving to safety Coordinator/ area manager
• Always come prepared to work with a water bottle, hat, sun screen, electrolytes as needed, cooling rag, and comfortable safe shoes.
• It is essential to wear your company-provided safety vest and lanyard per Nellis Uniform policy

Incident Reporting

Any safety incident, near-miss, or compliance violation must be reported to your Area Manager immediately. The Area Manager will complete the appropriate incident reportThe Safety Hub report form and notify the Ops Manager. Do not wait until the end of your shift to report an incident. A near miss can constitute nearly being hit or struck by material handling equipment, tripping on the road, a car backing towards you creating a need for an emergency stop of the vehicle or our equipment nearly hitting a client or their vehicle, and or the start of heat illness (ie slightly clammy, feeling off). These are examples and not all encompassing. An Incident constitutes the above examples actually taking place