I work for a logistics company, and we deal with the sending and receiving of packages.
A customer has written in and explained that his package is damaged, and he has asked for the compensation to be credited.
I am the transport manager (basically I decide where the packages go), but we also have a specific cargo manager who specifically deals with these type of requests (shipment of packages, as well as damaged goods and compensation).
I received an email from one of our team over at HQ, who put my name, as well as the cargo manager's name in the "to" field of the email, asking for the compensation to be processed. I had assumed that our cargo manager would have actioned this. However it has been a few weeks, and I received a follow up email from our HQ team today, asking for an update. In this email, the HQ team CC'd in our senior managers.
This follow up email makes it look bad, as it may appear to senior management that I am not responding to the email (as well as the cargo manager). However, the cargo manager (who has the specific experience to deal with this issue) has not actioned this.
I have decided that I will respond to the email, but advising that I will write on behalf of the cargo team. e.g:
Hi John Smith,
I am happy to respond to the customer, on behalf of the cargo manager.
I also note that this cargo manager often does not reply to his emails nor action any of his assigned tasks leaving these items for me to complete.
How can I reply to this thread, nicely, explaining that I'm happy to action this. I don't want to say 'it's not my job'. Would the above be sufficient?
Thank you for your help!
NB: I note that there have been other questions asked about being blamed by not responding to emails, or this 'not being my job'. However, this question is different as this is relating specifically to a follow up, where the other employee is not responding, but I am willing to help.