> [!warning] Missing source file

> Doyles_Sheehan_Fulfillment_Manual.docx was referenced here but was not present in the supplied vault.

DOYLES SHEEHAN

Fulfillment Operations Manual: Policies, Standards & SOPs

> Document Owner:Brenden Magill [not supplied], Director of Operations and Safety[cite: 3]

> Effective Date: August 14, 2026[cite: 4]

> Applies To: All Fulfillment, Picking, Sorting, and Invoicing Personnel[cite: 3]

> Scope: Montana & Idaho Fulfillment Operations[cite: 3]

---

1. Onboarding, Competency-Based Training & Bonus Eligibility

> [POLICY] Competency Over Tenure[cite: 3]

> All fulfillment personnel—including new hires and rehires—must complete a structured, competency-verified training path before working independently or becoming eligible for performance bonuses[cite: 3]. Qualification for independent work and incentive compensation is strictly governed by verified skill acquisition and operational accuracy, not tenure or time served[cite: 3].

> [STANDARD] Training Sign-Off Requirements[cite: 3]

> Trainees shall work under direct supervision of a designated Trainer or Lead and may not perform unassisted tasks until formally evaluated and signed off on four critical control points[cite: 3]:

> - Mandatory STOP triggers and escalation rules[cite: 3].

> - Absolute scan discipline (“No scan = no pick”)[cite: 3].

> - Shorting and backstock verification protocols (RF gun stock checks)[cite: 3].

> - Proper tote building and product stabilization[cite: 3].

> [STANDARD] Rehire Fast-Track Metrics & 2-Week Verification[cite: 3]

> Former fulfillment team members may be fast-tracked provided their break in service is less than two (2) years[cite: 3]. Rehires must complete Day 1 refresher sign-offs (STOP triggers, scan discipline, RF checks) and complete a mandatory two-week zero-miss-pick verification period[cite: 3]. Any miss-pick generated during this period resets or voids fast-track status[cite: 3]. Any employee separated for more than two years must complete the full new-hire training path without exception[cite: 3].

> [STANDARD] Bonus Eligibility Gate[cite: 3]

> An employee becomes bonus eligible only after formal training sign-off is completed by the Lead/Trainer and confirmed by the Supervisor (or upon successful completion of the rehire 2-week zero-error audit window)[cite: 3]. Bonus tracking commences on the official supervisor-approved date following sign-off[cite: 3].

> [PROCEDURE / SOP] New Hire & Rehire Onboarding Workflow[cite: 4]

> 1. Interview: Validate physical requirements, shift availability, and schedule; confirm core expectations (Safety First, Accuracy before Speed)[cite: 4].

> 2. Job Offer & Acceptance: Confirm rate, shift, start date, and Day 1 reporting location[cite: 4].

> 3. New Hire Orientation: Complete HR orientation, facility basics (timeclock, breaks, housekeeping, emergency exits), and safety overview (PPE, "Stop and Ask" culture)[cite: 4].

> 4. Gear Assignment & System Access: Issue and record RF gun, picking device, batteries, and Pro-Glove (Batch/Sort)[cite: 4]. Verify logins for CloudPick, Velocity, and station tablets[cite: 4].

> 5. Competency Training: Progress trainee under a Lead/Trainer based on competency mastery rather than elapsed time[cite: 4].

> 6. Training Sign-Off: Formally document competency completion once picker demonstrates consistent scan discipline, stable tote builds, and strict adherence to STOP triggers[cite: 4].

> 7. Supervisor Confirmation: Supervisor activates bonus eligibility start date in the tracking system[cite: 4].

---

2. Mezzanine Batch Picking & Pick-Slot Verification

> [POLICY] Strict Scan Compliance & Visual Verification[cite: 3]

> Accurate picking requires absolute adherence to digital barcode scanning and physical verification[cite: 3]. Bypassing validation steps, guessing locations, or picking based on product packaging alone is strictly prohibited[cite: 3].

> [STANDARD] Pick-Slot & Scanning Standards[cite: 3]

> Pickers must match location numbers exactly starting from the bottom shelf, moving right-to-left[cite: 3]. 100% of picks require a successful digital barcode scan (No Scan = No Pick)[cite: 3]. Double-faced locations on grey shelving must be picked right-to-left and roller locations balanced evenly in layers[cite: 3].

> [PROCEDURE / SOP] Batch Pick - Mezz Operational Execution[cite: 4]

> 1. Shift Start & Setup: Clock in, inspect assignment board for department/route priority, gather scanner, picking device, and battery; log into CloudPick[cite: 4].

> 2. Department Setup: Stage 3–4 empty totes at the beginning of the mezzanine rollers; clear old packlists, zip ties, and debris[cite: 4].

> 3. Login & Batch Selection: In CloudPick, select Batch Pick → Select region printer → Select Route → Select "No" to split batch prompt[cite: 4].

> 4. Read Pick Prompt: Stop and read shelf location, item description, and packaging unit (CS vs. EA) before moving[cite: 4].

> 5. Locate Pick Slot: Move to bottom shelf, scan right to left, and match location tag exactly[cite: 4].

> 6. Verify Product & Scan: Confirm item description, flavor, size, and pack count; scan the item barcode; confirm successful scan confirmation before placement[cite: 4].

> 7. Tote Placement: Place heavy items on bottom, orient items upright, and construct a stable single layer with all labels visible[cite: 4].

> 8. Double-Faced Handling: Pick right-to-left on grey shelving[cite: 4]. On roller shelves, balance inventory between left and right lanes[cite: 4].

> 9. Conveyor Release: Once tote is built in a stable single layer with items fully visible, release tote onto conveyor line[cite: 4].

> [MANDATORY STOP TRIGGERS] Batch Picking Escalation[cite: 3]

> Pickers must STOP immediately, cease picking, and notify a Lead/Supervisor if[cite: 3]:

> - Shelf location tag does not match prompt or is missing[cite: 3].

> - Item description, flavor, size, or count does not match the physical product[cite: 3].

> - Barcode fails to scan (No Scan = No Pick)[cite: 3].

> - Quantity requested is ambiguous or order displays double lines[cite: 3].

> - Double-faced inventory cannot be balanced or backstock status is uncertain[cite: 3].

> - Uncertainty of any kind exists — guessing is strictly prohibited[cite: 3].

---

3. Mezzanine Batch Sortation (Put-to-Light)

> [POLICY] Sortation Discipline & Traceability[cite: 4]

> Batch sortation governs multi-customer order distribution[cite: 4]. Sorters must maintain absolute scan-to-light discipline[cite: 4]. One sorting error corrupts downstream customer packing, delivery routing, and billing[cite: 4].

> [STANDARD] Put-to-Light Performance Standards[cite: 4]

> Sorters must verify item descriptions upon barcode scan, confirm all illuminated lane quantities before placing product, and complete one customer lane at a time[cite: 4]. Zero unassigned product may remain after a sort is completed[cite: 4].

> [PROCEDURE / SOP] Batch Station Sortation Execution[cite: 4]

> 1. Station Setup: Inspect assignment board, retrieve station-assigned Pro-Glove, pair Pro-Glove with batch station tablet, ensure all sort lanes are clear, and stage an empty tote in each active lane[cite: 4].

> 2. Receive Item: Receive item from conveyor; assess tote capacity before scanning large items to ensure adequate space[cite: 4].

> 3. Critical Scan: Scan item barcode; confirm lane lights illuminate and quantities display per customer lane; verify tablet item description[cite: 4].

> 4. Read Lane Quantities: Identify all illuminated lanes and confirm total pieces match the item in hand before distributing[cite: 4].

> 5. Lane Distribution: Place exact displayed quantity into the lit lane's tote; press the lane batch light to confirm placement; complete one lane at a time[cite: 4].

> 6. Distribution Verification: Confirm no unassigned product remains in hand and no items were placed in unlit lanes; use "Review Sorts" function on tablet if discrepancies occur[cite: 4].

> 7. Tote Release: Push completed/full totes forward to staging; keep incomplete totes in their active lane; maintain a clean, unobstructed conveyor area[cite: 4].

> [MANDATORY STOP TRIGGERS] Batch Sortation Escalation[cite: 3]

> Sorters must STOP immediately and notify a Lead/Supervisor if:

> - Lane lights or tablet quantities do not display after scanning[cite: 3].

> - Total lane quantities do not match the physical count in hand[cite: 4].

> - The sorter loses track of which lanes were filled during a cycle[cite: 4].

> - Product remains unassigned after all illuminated lane lights are extinguished[cite: 4].

> - A lane tote receives product without an active illuminated light[cite: 4].

---

4. Shorting & Inventory Discrepancy Verification

> [POLICY] Mandatory Short Verification[cite: 3]

> A short is an official inventory decision, not a shortcut[cite: 3]. Pickers and sorters are strictly prohibited from shorting items to save time[cite: 3]. Every short requires systematic electronic verification[cite: 3].

> [STANDARD] RF-Gun Verification Standards[cite: 3]

> Zero shorts are permitted without verifying Quantity On Hand (QOH) via the blue button and performing a mandatory RF-gun stock check (Velocity: Stock Putaway → Transfer Out)[cite: 3]. Full shorts require supervisor confirmation[cite: 3]. Partial shorts must reflect exact physical counts[cite: 3].

> [PROCEDURE / SOP] Short Processing Workflow[cite: 4]

> 1. Pause Picking: Do not skip ahead or advance screen; keep the affected item prompt active[cite: 4].

> 2. Blue Button QOH Check: Verify QOH via the blue button lookup[cite: 4].

> 3. RF Gun Backstock Check: Open Velocity on RF gun (Login: First & Last Initials / Password: Initials + Last 2 digits of Employee Number) → Navigate to Stock Putaway → Transfer Out → Scan item UPC or shelf location tag[cite: 4].

> 4. Backstock Evaluation: If no yellow "#5" pop-up appears, no backstock is available in the warehouse[cite: 4].

> 5. Processing Full Shorts: If shelf is empty and RF check confirms zero backstock, obtain supervisor confirmation, select "Short Item" (top right icon), and confirm "Yes"[cite: 4].

> 6. Processing Partial Shorts: If partial stock is present, pick available quantity, tap quantity field on picking device, and enter the exact count physically picked[cite: 4].

> [MANDATORY STOP TRIGGERS] Shorting Escalation[cite: 3]

> Pickers must STOP and escalate if RF gun responses are ambiguous, backstock locations cannot be accessed, or system discrepancies exist between QOH and shelf reality[cite: 3].

---

5. Piece Picking & Each-Item Handling

> [POLICY] Package-Level Verification & Consumable Safety[cite: 3]

> Pickers must scan the specific package unit being picked (master case barcode for CS, individual barcode for EA)[cite: 3]. Non-food chemicals and toxic items must never be placed into totes containing edible consumables[cite: 3].

> [STANDARD] Tote Limits & Master Case Rotation[cite: 3]

> Shipping totes containing piece-picked items must not exceed 40 lbs total weight[cite: 3]. Pickers must pick from the primary active master case until completely empty before opening a new box to enforce FIFO rotation[cite: 3].

> [PROCEDURE / SOP] Piece Picking & Split-Tote Workflow[cite: 4]

> 1. Item Identification & Scan: Scan the individual each barcode (EA) on the product unit; verify description and count[cite: 4].

> 2. Master Case Integrity: Pick out of the currently opened master case until empty; only open the next master case once previous case is fully depleted[cite: 4].

> 3. Tote Loading & Packing: Place items in organized layers (heavy on bottom, fragile on top); ensure tote weight remains at or under 40 lbs[cite: 4].

> 4. Capacity Overflow (Mid-Route): If picked quantity exceeds tote space and additional items remain on the route, record exact quantity placed in the current tote on the pack slip, release tote, and continue picking remaining items into a new tote[cite: 4].

> 5. Split Tote Execution (End-of-Route): If picked quantity exceeds tote space on the final item of a route, initiate a formal "Split Tote" procedure to document product physical location for packers and drivers[cite: 4].

---

6. Controlled Goods & Tax Compliance (Cigarettes)

> [POLICY] State Tax Compliance & Jurisdiction Chain of Custody[cite: 3]

> Cigarettes are highly regulated tax-controlled inventory[cite: 3]. Operations require absolute compliance with jurisdiction boundaries, audit logs, FIFO date rotation, and physical stamping standards[cite: 3].

> [STANDARD] Tax Stamping & Batch Documentation Standards[cite: 3]

> Batches must be verified by jurisdiction/route prior to release[cite: 3]. Every hand-stamped pack must achieve a minimum of 66% tax stamp coverage[cite: 3]. Mandatory brands must be hand-stamped in exact sequence and isolated in dedicated cartons[cite: 3].

> [PROCEDURE / SOP] Cigarette Batch Release, Picking & Stamping Workflow[cite: 4]

> 1. Batch Release (Computer #1 Upstairs): Open Batch Manager → Get New Orders → Select batch by priority, jurisdiction, and route → Hold SHIFT and highlight full route → Drag route to Stamping Station 1 → Select "Release Batch" → Confirm "YES" that tickets printed[cite: 4].

> 2. Jurisdiction Check-Off Log: Immediately record Date, Route, Jurisdiction, and releaser initials on the Jurisdiction Sheet above the stamper table[cite: 4].

> 3. Picking Execution: Log into CloudPick → Select Picking → Choose A–B → Pick cartons left-to-right (top flaps oriented up and to the left) → Empty one case completely before opening the next (no picking across multiple cases)[cite: 4]. On double-faced slots, pick right-to-left[cite: 4].

> 4. Hand-Stamping Execution: For regulated brands (Camel Wides, Dunhills, Capris, Eves, Virginia Slims, Mores, Export ‘A’), hand-stamp every pack at ≥ 66% coverage at the end of the batch[cite: 4].

> 5. Hand-Stamped Isolation: Place stamped cartons into a separate box in exact pick order at the end of the batch; hand off to batcher[cite: 4].

> 6. Stamper Verification: Stamper initials completion, tallies and fixes stamps, and submits completed checklist to management[cite: 4].

> [MANDATORY STOP TRIGGERS] Cigarette Operations Escalation[cite: 3]

> Cease operations and notify a supervisor immediately if[cite: 3]:

> - Jurisdiction is unclear or mismatched[cite: 3].

> - Batch tickets fail to print correctly[cite: 3].

> - Pickup (P/UP) orders appear in batch creation[cite: 4].

> - Date rotation cannot be maintained[cite: 4].

> - Stamp coverage is $< 66\%$[cite: 3].

---

7. Invoicing Integrity & Order Finalization

> [POLICY] Billing Accuracy & AS400 System Integrity[cite: 3]

> Invoices finalize commercial transactions and legal custody[cite: 3]. Invoices must accurately reflect physical shipments, and printing/posting must follow strict procedural controls to prevent billing errors and system locks[cite: 3].

> [STANDARD] Pre-Upload Ban & Audit Standards[cite: 3]

> Invoices must never be printed before route upload yields a GREEN status in Velocity[cite: 3]. All no-pick items with on-hand stock $> 0$ must be physically audited[cite: 3]. Order edit sessions in AS400 (3-1) must be exited properly using F3 / F7[cite: 3].

> [PROCEDURE / SOP] Invoicing & End-of-Day Posting Workflow[cite: 4]

> 1. Pre-Invoicing Verification: Confirm all route areas are picked and uploaded; verify route displays GREEN status in Velocity; ensure Area A is clear (except P/UP or UPS); verify Daily Task Manager is active[cite: 4].

> 2. Load Guide Review (Velocity): Open Velocity Reports → Select Date & Route → Refresh → Add specials/stops → Save load guide to Dropbox → Delete Freezer/Cooler/Ice Cream/Totals columns → Print for floor count (Lexmark Foreman) → Restore deleted columns and resave[cite: 4].

> 3. No-Pick Audit: In Velocity "Not Picked" tab, audit items with 1+ in On-Hand column → Validate via AS400 (1-5-3) (WH1=Montana; if Available > 0, locate product and add to tote; if Available < 0, item is oversold)[cite: 4]. Unlocatable stock must be sent to WH Days & Inventory Auditor[cite: 4].

> 4. Finalize Route: Add floor guide edits to Velocity load guide → Enter required details → Finalize route → Confirm email confirmation[cite: 4].

> 5. AS400 Order Edits (Screen 3-1): Access 3-1 → Type customer name → Option 2 (Edit) → Page down to item → Option 2 (Edit item) → Change shipped quantity → F3 (Return) → F7 (Re-price and exit)[cite: 4]. Verify edit held[cite: 4]. (Use "L" command to unlock orders only with supervisor pre-approval)[cite: 4].

> 6. Print Invoices (Screen 3-5): Never print before route upload is complete[cite: 4]. Go to 3-5 → Enter route → Match with cover sheets → Mark invoices (S or F5) → F10 to print[cite: 4]. If an invoice is edited post-print, reprint in 3-1 placing "i" next to invoice and discard old copy[cite: 4].

> 7. Coloring & Assembly: Staple original and copy separately[cite: 4]. Highlight original only: Yellow (Stop & Route), Orange (Special/Delivery messages), Green (COD/Cash/Pay with Driver)[cite: 4]. Discard separate tote manifests[cite: 4].

> 8. End of Day Posting (Screen 3-6): Supervisor verifies 3-5 → Go to 3-6 → Enter 6 and 9s in Routes From → F5 (Select all) → F10 → F6 → Enter "Y" twice to execute automatic posting[cite: 4]. (Contact Angie Coates at 406-830-5144 if posting fails)[cite: 4].

> 9. Loader's Guide Completion: Record printed time (military), stops, route recap case/tote count, pieces, pallets, invoiced time → Print final copy → Scan/email to Darrin & WH Sups → Deliver physical copy to Fulfillment Manager's desk[cite: 4].

---

8. Roles & Policy Responsibilities Matrix

Role	Primary Policy, Standard & SOP Responsibilities
Pickers & Sorters[cite: 4]	Maintain scan discipline ("No Scan = No Pick"); adhere to single-layer tote architecture; respect 40 lb weight limits; execute mandatory RF checks before shorting; strictly adhere to STOP triggers.[cite: 4]
Trainers & Leads[cite: 4]	Conduct competency-based onboarding sign-offs; oversee rehire 2-week monitoring; pair Pro-Gloves and oversee batch stations; immediately respond to and resolve STOP trigger escalations.[cite: 4]
Invoicing Clerks[cite: 4]	Enforce pre-upload printing ban; conduct physical no-pick inventory audits; execute proper AS400 session exits (F3/F7); complete color-coding and final loader guides.[cite: 4]
Supervisors & Managers[cite: 4]	Formally approve training and rehire bonus eligibility; authorize full shorts; audit tobacco tax jurisdiction compliance; oversee EOD posting in AS400 (Screen 3-6).[cite: 4]