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Cooperation and Teamwork Wins
Posted: January 13, 2012
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My name is Jani Haverinen and I am a GSP service agent in Madrid, Spain. One day in August I received an email about a girl from India on holidays in Ibiza who forgot her laptop at the airport when she was leaving to return home. She arranged for the laptop to be shipped by FedEx but because it was not properly packed, our local agent couldn’t make the pick-up.
At this point, I received an email and I asked my colleague, Julian Tolosa, for help to handle this case. We knew it was complicated as there was no packing and no paperwork and it had to fly to India. If the packing was not enough, the laptop could break and the client could ask for her money back. If the paperwork wasn’t correct, there could be delays in customs, but we wanted to do this as it was her work computer and she was very anxious to recuperate it.
I have a good relationship with our local agent and I asked my contact person in Madrid to do whatever they could to pick-up this laptop. The next day the courier recovered this laptop and brought it to the station in Ibiza. The local manager in Ibiza brought paper bubble wrap from his home and put it the computer into a large FedEx box and sent it to my attention in Madrid.
In the meantime, my colleague was liaising between FedEx India and the lady who left the laptop. After many emails and phone calls, my colleague received the AWB and Proforma Invoice from India.
After this we consulted the local GTS manager to check if the Proforma Invoice and AWB were correct because we didn’t want any delays in Paris or at the destination. The laptop left Madrid on the Saturday and was delivered on Tuesday in Mumbai. The client was extremely happy to receive her laptop in perfect condition and on time for work the next day.
I feel very proud to work for FedEx and extremely happy that we could do this shipment. There is a satisfied client in Mumbai and I am sure she will use FedEx in the future. My name is Jani and I am FedEx.
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You are great!
You are great!
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