29th January 2020
The Command House
Dock Road
Chatham Kent
ME4 4TX
Dear Manager
On behalf of the entire Shepherd Neame Customer Services team I’d like to take this opportunity to welcome you as a new customer. We pride ourselves on offering our customers a responsive and competent service. The team are here to process your orders, resolve complaints and offer product advice. You will find below information which I suggest you read through and keep safe.
All the information below can also be found on the Shepherd Neame Website:
www.shepherdneame.co.uk/customer-services
How do I place an order?
We accept orders via phone and email: 01795 597000 to place your order
Or email orders to
Orders@shepherdneame.co.uk
Customer Services are open 08.30 – 17.00 Mon-Fri.
Closed for Lunch between 1pm – 2pm
I have a query about my delivery?
If you have a query about your delivery, or
Items that have been delivered: 01795 597070 for Customer Care / Queries
Or email query to
customerservices@shepherdneame.co.uk
Customer Services are open 08.00-17.00 Mon-Fri.
Closed for Lunch between 1pm – 2pm
I have a problem with dispense?
Call Technical Quality Services (TQS) on: 01795 542098 (0830-1700 Mon-Fri)
07831 377156 (0900-1700 weekends/bank holidays)
Account BDM Will Hilton contact number 07703 717205 email whilton@shepherd-neame.co.uk
Ordering – call day and call time
We will call you or you need to call us on a Friday before 15.30, to place your order for delivery on a Tuesday (12.00-16.00)
Order cut off and ‘adds’
Your full order should be placed on day one, before 15.30, to guarantee your delivery day and time window is met. Day one order, day three deliver.
On day two before 1000 you can ‘add’ up to 15% additional volume to your order. These add-orders could be delivered on a separate vehicle. We cannot guarantee that complete orders placed on day two will be delivered within your time window.
Off delivery day orders
If you need a delivery outside your normal delivery schedule, our team can request an off-day from our logistics provider. If confirmed, these off-day deliveries are only available with an all day time window, 0600-1800. Not within your normal time window.
Correct delivery point
Kuehne and Nagel (KNDL), our logistics partner, have surveyed your delivery point to ensure that it’s a safe area for their employees to work. If you wish them to deliver to a different area this has to be formally requested via customer services. A risk assessor can then assess the new delivery point. The dray crews will not be able to deliver to a different area without this authority.
Racking Casks Stock in cellar
The dray crews can put any cask ales up on stillage for you. If you require this service please ask them.
Delivered in full, i.e. POD
The dray crews will provide a Proof of Delivery (POD) document with your stock. It’s your responsibility to check and sign for goods on this document. Please add the time as well. Failure to do this correctly may result in loss of credit if any anomalies are found after delivery.
Re-delivery of failed goods
Goods missing or broken on your delivery are not automatically redelivered. If you require the goods urgently please contact customer services and we will negotiate with our logistics partners to have them re-delivered within 72 hours.
Empties collection
The dray crews offer a one for one policy on empties; if they deliver one tub they should remove an empty for you. If you have excess stock of empties please let us know and we will arrange a bulk uplift, this can take up to 10 working days. Please segregate the empties for collection.
Ullage reporting and collections
It is important for you to report any ullage to us as quickly as possible as delay in reporting ullage can result in a refusal of credit. We will require the following information which you can find on your keg cap and around the seam of the container. It is your responsibility to give us the correct information:
- Name of Product - Gyle Number - Racking Date
- Best before Date - Batch number - The reason for the ullage return.
When you give us this information it will either be passed to KNDL, who will collect the ullage within 10 working days, and give you a receipt for it or to our own Technical and Quality Services department, who will visit your premises to test the ullage on site. It is essential that you do not let the dray take the ullage away without the correct paperwork in place as this can result in a refusal of credit.
Once the ullage has returned to the brewery it is weighed and tested as dictated by excise regulations. An automated credit decision is reached after this procedure has taken place. Please do not hesitate to contact a member of our team should you have any questions about this procedure.
Road works & access
If you are aware of any road works or access changes which may affect your deliveries please inform us. We may then flex the delivery day, time or route to minimise the impact to you.
Customer feedback
Shepherd Neame has an official customer feedback procedure which we can explain to you. Any customer feedback is taken very seriously and all enquiries are dealt with as a matter of urgency.
Contingency Numbers
Should our telephone system fail our contingency mobile numbers will be activated. Please only use these numbers if our main lines are down:
Ordering: 07703 046163, 07718 695574. Customer care: 07718 695576.
We look forward to working with you and don’t hesitate to get in touch with any questions.
Yours sincerely,
Claire Illman, Trade Customer Relations Manager. cillman@shepherdneame.co.uk
12 December 2017
Dear Tenant and Customer
Working Together to ensure Safe and Efficient Deliveries
We are constantly looking at ways to keep everyone safe and reduce any risk of injury to our employees and our customers. Our recent accident analysis shows that the vast majority of injuries and accidents that happen to our delivery crews occur at the point of delivering into cellars. We want to work with you to significantly reduce these accidents and injuries so that we can all work safely. With this in mind, we have reviewed our delivery point hazard process.
If the dray crew do notice something that is a potential safety hazard, they are now instructed to notify and record anything of concern so it can be assessed and corrected.
Delivery Point Hazard Process
- Crews will identify any delivery hazards at your premises during deliveries.
- They will bring this to your attention by completing a Hazard Notification Form and present you with a copy.
- The notification will explain that for high risk hazards all deliveries will be to the nearest safe point until the hazard is removed to ensure accidents are avoided.
- They will log the hazard at the depot and at this point a process of assessment and corrective action planning will begin.
- As part of this process you will be contacted by the depot to agree what corrective actions need to be taken to make the working environment safe.
- The notification will be copied to Shepherd Neame to enable us to track remedial action.
- Your Business Development Manager will also be informed so that he can track progress.
- If after 28 days the hazard has not been rectified a follow up letter will be issued to you (and Shepherd Neame) to remind you that any future deliveries will have to be made to the nearest safe point until the hazard has been rectified.
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We would like to reiterate that whilst most hazards are not serious, they do need attention, and this process should protect both the crews and your staff moving forward.
Please do not hesitate to contact your Business Development Manager or the Customer Services team on 01795 597000 if you have any questions about the process highlighted above.
Yours sincerely
For SHEPHERD NEAME LTD
Claire Illman
Trade Customer Relations Manager
Encs: Customer Delivery Charter and Customer Check List