Dealer Onsite Training
From January 8 -10, we will be hosting our annual Dealer Onsite Training at Toyota Material Handling in Columbus, IN. This training session will cover customer-specific topics and provide step-by-step guidance for all fleet-related procedures. Details on the registration process will be distributed in the coming weeks.
Dealer Playbook
Account management training for CSRs and Dealer Fleet groups is coming in 2024 with eLearning and in-person courses.
The Dealer Playbook will cover:
- Drilling into Data
- Replacement Strategies
- Applying TIBP (Toyota Industrial Business Practices)
- QBR (Quarterly Business Review) Best Practices
More information will come in the following months!
USPS Rates and Seasonal Rental Process Updates
Effective 9/18/23, all USPS Rentals should be loaded into the Toyota Portal as active equipment. Invoices will need to be submitted against the model serial with an “R” at the end of the serial number.
USPS General Rental
The Fleet Equipment team has proactively loaded all USPS General Rentals that had current billing on behalf of your dealerships. Please review your equipment inventory on the Portal, and any general rentals that are not loaded will need to have an Equipment Load Request submitted using the Ownership status “LTR Dealer.”
- The equipment load request form guide can be found on the Dealer Portal > Fleet Metrics > Fleet Application Main > Equipment Load Request
- Additional support on Equipment Load Request can be found here: https://tmhu.zendesk.com/hc/en-us/articles/17670928234011-Equipment-Load-Request-Instructions
- Invoices must be submitted against the model-serial
- Invoices should be submitted monthly
USPS Seasonal Rental
- Seasonal Rental period is October 1 – January 31
- Any rental delivered for the seasonal rental period should be loaded and invoiced as a “Seasonal Rental”
- To load the equipment for a Seasonal Rental, submit a Fleet Support Ticket here:
Dealer Portal > Fleet Metrics > Fleet Support
- Include Seasonal Rental in the subject of your ticket
- Fleet Support Tickets should include the USPS Seasonal Rental Equipment Load Form (attached to this Dealer Alert)
- Invoices must be submitted against the model-serial
- Invoices must be submitted monthly
- The seasonal month one invoice must include the customer agreed upon delivery and pick-up charges as a separate line item from the rental.
- You will have 30 days from the end of the seasonal period (January 31) to submit your seasonal rental invoices.
- Seasonal rentals will be deactivated on the first Monday in March.
- If the USPS location continues to rent the delivered unit(s) after the seasonal period ends (February 1 and after), you will need to submit a Fleet Support Ticket to have the unit(s) reactivated as a general rental for future invoices.
All USPS Rentals
- Must be invoiced within 30 days of the rental period
- Do not invoice the site directly for any rentals
- Do not accept local payment for any rentals
- Have rental units loaded to the correct USPS address
- A Fleet Support Ticket should be submitted if the equipment is moved to an alternate location to keep the active unit’s location updated and correct.
- All rental damage must be invoiced directly to the site per USPS Policy
- Rental invoicing must be discontinued and no longer invoiced for months/weeks beyond the rental pick-up date. Use the weekly rental rate when appropriate.
PM MANAGEMENT
- PM due dates are based on the original maintenance start date
- Every PM due has a “notification” created in our system
- Due dates are based on the previous due date, not the prior completion date
- PM notifications cannot be closed without performing and billing the PM invoice
- FM PMs need the notification closed by logging the PM information on the Toyota Portal
- T & M PM’s require invoice submission via the Toyota Portal
- TMH does notify the dealer when PMs are due (PM Detail report, Monthly PM Reports) Home Depot PM POs
- The dealer is responsible for running the PM Detail Report
- Timeframe – Complete and submit invoices within 7 days of PM service
- Top Root Causes for Poor PM Completion Performance
- The dealer uses a business system instead of the Portal “PM Detail” report
- The dealer fails to close FM PM’s – This is completed on the Portal
- The dealer gets out of alignment – Follow the reports we send 1st, 2nd, and 3rd week of each month
- Customer rejects PM – Enter Fleet support ticket
- Unserviceable units – Enter Fleet support ticket
CUSTOMER NOTES
USPS
- Rate Increases
- A new 2-year contract extension has been executed.
- Rates are in effect 9/11/2023 – 5/31/2025
- Labor rate increase
- Rental Rate increase
- Seasonal Rentals
- All USPS Seasonal Requests are being tracked for fulfillment.
- If you receive a request directly from the customer, please copy or forward the request to Nikolette Clark. (Nikolette.clark@toyotatmh.com)
- Also, copy Nikolette on any changes in customer requests or what you can provide so fulfillment can be updated.
- If you do not have the equipment the site has requested, but you have a possible substitution, you should offer the option to the site, and they can decide if the substitution will work
- Respond to the customer and cc Nikolette Clark with a quote no later than 4 weeks before the requested date.
- The quote is your commitment to fulfill the request.
- The customer needs the quote to secure their funding for what you can provide or have the opportunity to look for an outside supplier for equipment you cannot provide.
- Pick-up and delivery cartage must be included in the quote.
- All USPS Seasonal Requests are being tracked for fulfillment.
Kraft Heinz
- Competitive equipment billing via Fleet
- New Labor Rate of $135 effective 9/7/23
- Increased NTE to $2,500 effective now
- Service Approvals. The KHC Site Manager will approve all repairs; however, secondary approval is required for any repair identified as misuse/abuse or has a repair cost exceeding $2,500. Please email the contact for the appropriate region for all avoidable repairs and any service that exceeds the $2,500 threshold.
XPO Logistics
- Annual Inspection & Engine Tune-up Labor Hours
- PM & Engine Tune-up (ETU) Not to Exceed 1.5 Hours (Labor time)
- PM & Annual Inspection (AI) Not to Exceed 5.0 Hours
- PM & AI & ETU Not to Exceed 5.5 Hours
- AI Only (or 2,000 hr. service) Not to Exceed 4.5 Hours
- ETU should not be billed without being a part of a scheduled PM
- Please submit invoices within 7 days of work being completed or within 7 days of receiving the work order after work is completed.
- Please reach out to Caleb Wright (Caleb.Wright@toyotatmh.com) if you have any issues obtaining POs for this customer.
Costco
- PM Checklists
- Please ensure that checking the PSI of any cascade attachment is done during PMs
Matheson
- Became an LDNA through Shoppa’s Material Handling
- Shoppa’s will be reaching out with any questions on quotes, repairs, etc.
- Continue submitting quotes and invoices through TMH Fleet. We will loop in Shoppa’s team.
- Account Manager: Matt Racak (Email: mracak@shoppas.com)
- $2000 NTE
Keuhne & Nagel
- K+N has recently requested ALL their locations to direct all billing through Toyota Portal for payment
- The site may mention “Tradeshift” or Raymond’s iTrack system
- K+N is a shared account with Raymond
- Toyota processes dealer invoices
- Routed to Raymond’s iTrack System
- Raymond consolidates invoices
- Sends out monthly bills to each site
- If you are billing directly, please update your systems to bill Toyota Portal for payment
- Please direct any questions about the changes through Fleet Support
- Policy & Procedure Manual in Solution Center
GXO
- POs are not required for services under $2,000
- Services over $2,000 require corporate approval before completing
- Please submit quotes through Fleet Support located in the Portal
- Failure to complete this step before service completion will result in your dealership being responsible for obtaining a REQ (PO) from the customer in order for TMH to process the invoice for payment.
- Please ensure all equipment is loaded before submitting invoices for payment
- All material handling equipment is required to be loaded (including rentals)
- Invoice payment will be delayed or could result in no payment if the equipment is not loaded
- Please attempt to submit invoices to Fleet for payment within 7 days of service completion
- Updated Support Manual posted in Solution Center
- Portal –>Solution Center–>Fleet–>GXO Logistics–>US
- Please be sure to update your system with new rates if you haven’t already
- New rates are for services/rentals provided after 4/1/23
- Toyota will not be reversing any invoices submitted without updated rates
- Rentals provided before 4/1/23 will be required to keep existing rates
PRAXAIR (LINDE)
- Services over $2500 require corporate approval before completing
- Please submit quotes through Fleet Support located in the Portal
- Failure to complete this step before service completion will result in your dealership being responsible for obtaining approval from the corporate customer in order for TMH to process the invoice for payment.
- Please include your ticket number in your invoice when submitting for payment.
- Please identify the ticket number from the quote submission for all returned invoices due to no quote approval.
- The customer requires itemized quotes
- When servicing all makes of material handling equipment at your location, please do so for all pieces of equipment, not only Toyota
Home Depot
- Service Channel IVR system must be used and used correctly
- No less than 10 minutes, and no more than 24 hours for a single IVR check-in
- Mobile App or Store Phone
- You will be short-paid on your invoices if used incorrectly
- Return ETA’s
- Comments and ETA’s must be updated at all times- ETA’S EMAILED TO HDSUPPORT
- The systems team is working on correcting the return ETA issue
- Rentals for lifts that are inoperable for longer than 24 hours
- Must be provided to the store by next business day
- Work Order descriptions missing model-serial
- The systems team is working on removing the option to bypass the requirement
- Work Order Summary on Mobile App
- Indicate in the work order summary if repairs were done off-site for tire replacements and OT calls
- Service Channel PO cancelation requests
- Email HDSupport@tmhu.com
- Provide details of the cancellation reason
- Cancelling POs will prevent the ability to invoice for a dry run
Fleet Reminders
- General
- Please submit your invoices with the correct quantity of labor instead of flat-rate labor
- Please submit all quotes over the NTE through Fleet Support
- Do not perform repair without quote approval on repairs over the NTE (for customers requiring DNE)
- Please make sure your equipment is loaded in our system before you submit your invoices
- Please ensure your titles and emails are updated in Staff Master
- Equipment Load Requests
- Verify equipment to see if it’s already loaded by using the equipment search tile.
- Only use the required fields in the load request form (use the macro template to help you find that it is located on the portal equipment tile)
- Frame-serial is required in the frame-serial field for all Toyotas.
- Use a valid Toyota end customer number (use the location table to help you find the TMHU end customer #)
Helpful Links
- Equipment Load Request Help – https://tmhu.zendesk.com/hc/en-us/articles/17670928234011-Equipment-Load-Request-Instructions
- Fleet Support Help Center – https://support.toyotaforklift.com/hc/en-us
Fleet Support
Fleet Support is available through the TMHU Portal. For any fleet inquiries, please create a ticket through the Portal.
- “Log on to Toyota Portal – click on Fleet Metrics – Click on Fleet Support – Click on to Launch Fleet Support”
- Please ensure that you are filling out Fleet Support Tickets completely to ensure a shorter response time
- When you access Fleet Support to initiate a ticket, please ensure you are selecting “Fleet”
