01 Sales Agent 0125 PDF

Table of Contents S00 How to use Contents for quick access........................................................................................ 3 S0 Introduction...........................................................................................................................................

Table of Contents S00 How to use Contents for quick access........................................................................................ 3 S0 Introduction........................................................................................................................................... 4 S1. Company overview............................................................................................................................. 5 S1.1 Ethics.................................................................................................................................................. 5 S1.2 Company structure....................................................................................................................... 7 S1.3 Agent position............................................................................................................................... 7 S1.4 Role of freight agent................................................................................................................... 7 S1.5 Interactions with other departments - Communications................................................. 7 S2. Work regulations................................................................................................................................ 9 S2.1 Business hours/ Vacations/ Days off/ Holidays................................................................. 9 S2.2 Agents Daily Duties................................................................................................................... 10 S2.3 Attendance/ Breaks................................................................................................................... 11 S2.4 Food court rules.......................................................................................................................... 12 S2.5 Career............................................................................................................................................. 13 S2.6 Safety.............................................................................................................................................. 13 S3 Payment system.................................................................................................................................. 14 S3.1 Results - Valued End Product.................................................................................................. 14 S3.2 Offer.................................................................................................... Error! Bookmark not defined. S3.3 Payments................................................................................................ Error! Bookmark not defined. S3.4 Currency exchange................................................................................. Error! Bookmark not defined. S3.5 Loads to be paid..................................................................................... Error! Bookmark not defined. S3.6 Calculation basis..................................................................................... Error! Bookmark not defined. S3.7 Re-powered loads/ Damaged loads....................................................... Error! Bookmark not defined. S3.8 Support Desk.......................................................................................... Error! Bookmark not defined. S3.9 Missing work.......................................................................................... Error! Bookmark not defined. S3.10 Responsibility....................................................................................... Error! Bookmark not defined. S3.11 Dismissal............................................................................................... Error! Bookmark not defined. S3.12 Credit Cards.......................................................................................... Error! Bookmark not defined. S4 Agents Knowledge Base............................................................................................................ 15 S4.1 Definitions..................................................................................................................................... 15 S4.2 US METRICS.................................................................................................................................. 18 S4.3 US states........................................................................................................................................ 19 S4.4 Phonetic Alphabet...................................................................................................................... 20 S4.5 Cargo/Commodity...................................................................................................................... 21  S4.6 Types of trailers.......................................................................................................................... 22 S4.7 Power Only................................................................................................................................... 25 S4.8 Load Out/Tow Away.................................................................................................................. 25 S4.9 Shipping documents.................................................................................................................. 29 S5 Agents operation manual................................................................................................................ 30 S5.1 Responsibility............................................................................................................................... 30 S5.3 Local Load Board........................................................................................................................ 30 S5.4 AMO CRM...................................................................................................................................... 34 S5.4.1 CRM overview................................................................................................................................. 34 S5.2 1-2-3 Dispatch.......................................................................................................................... 35 S5.4.2 CRM new leads................................................................................................................................ 39 S5.4.3 CRM adding Drivers............................................................................................................... 41 S5.4.4 CRM chat.................................................................................................................................... 43 S5.4.5 CRM email................................................................................................................................ 43 S5.4.6 Planner/ Tasks/ Calendar.......................................................................................................... 0 S5.5 DAT/ Truckstop............................................................................................................................. 2 S5.6 COI Guide......................................................................................................................................... 3 S5.7 DOCS................................................................................................... Error! Bookmark not defined. S5.8 Email................................................................................................................................................. 8 S5.9 Links to web sources for routing operations.................................................................... 11 S5.10 Cancelation................................................................................................................................. 12 S5.11 Handle PAST DUE Policy......................................................................................................... 15 S5.12 Past Due POD............................................................................................................................. 18 S5.13 Transit ISSUE.............................................................................................................................. 19 S5.14 Leaving Guide............................................................................................................................ 22 S5.15 Agents Daily Report................................................................................................................. 23 S00 How to use Contents for quick access Foxit PDF Reader/ Go to left panel, select marked book – get quick access to Contents Adobe Acrobat PDF reader/ go to left panel, select bookmarker - get quick access to Contents Chrome view/ go to left top corner – Menu – get quick access to Contents S0 Introduction This is company policy and regulations for the position of sales freight agent. This document is a step-by-step guide and reference for sales freight agent position. All information contained in this document is confidential, intended for personal use, and cannot be copied or disclosed to third parties. The document is intended for self-study. For each of the sections of this document, the candidate must pass a knowledge acquisition test. Only candidates who study and fully understand all the information in this manual will be allowed to work. S1. Company overview S1.1 Ethics S1.1.1 Agent’s Code of Ethics 1. All agents must treat the following personnel with respect. Any inappropriate behavior or misconduct is prohibited and will be punished. 3. Trainees are not permitted to book any loads until they obtain a certificate of completion. 4. Usernames and emails will be released to new employees only after a proper training has been completed and the agent is able to provide the certificate of completion. 5. All agents must submit requests to their office managers or team leader. Agents are not permitted to contact the corporate office unless they have an approval from their office manager. 6. Any and all questions from new employees must be submitted to their TL/mentor. If absolutely necessary, they may contact office manager for additional assistance. 7. If an agent has an operation related question, they may contact team leader or office manager for assistance. 8. If you are involved in a conflict with another agent, or someone in your office is making you feel uncomfortable, the issue must be brought to your manager immediately. If, in your opinion, your manager did not effectively resolve the issue, you may send a private message to CEO and he will schedule a meeting with you. During your meeting, you will need to present the following: a) the issue at hand b) how your manager handled this situation c) why you feel like the issue wasn't resolved d) What outcome you were expecting by resolving this issue. The main office will comprise a resolution of the conflict and inform you when a decision is made. If both parties are not willing to cooperate and the conflict cannot be resolved, both agents involved in the conflict will be terminated. S1.1.2 Manager’s Code of Ethics 1. Managers need to create and enforce a team building environment within their office. 2. Treating everyone as equal individuals 3. The manager is responsible to handle and resolve any conflicts between the employees within his/her office. In the event of a conflict between employees, the manager is prohibited from favoring one party over the other and must remain neutral and objective. The manager must resolve the issue using a mediation process. The manager must mediate with both sides separately and then talk to both of them together in his/her office. All information discussed during the mediation is confidential, and the manager is prohibited from discussing any details of the conflict with other employees or managers. 4. The manager must supervise his/her employees and contact the CEO only if he/she is not able to resolve the issue. 5. All managers are prohibited from allowing their trainees to book any loads without a test completion certificate and attendance of 2 complete webinar seminars. One seminar must be live the second one can be a prerecorded video. 6. Usernames and emails may be released to the new employees only after they receive full training and obtain the completion certificate. Managers are responsible to ensure all employees complete their tasks. 8. Managers are responsible to shadow all trainees and check completed orders of all of their employees to ensure no mistakes were made. 9. Managers are responsible in resolving any issues that their employees may present; Referring them to the CEO only in the event of emergency. If any of the above sections are violated, the manager in question will be held personally responsible for the outcome. S1.1.3 NEW Employee Training Every New Trainee is required to do the following in regard to training 1. Watch the Power broker webinar 2. Watch the Power.DAT Training videos. 3. Complete an in-office training 4. Learn and sign the employee offer 5. Take the test and pass certification of completion. Every Manager is responsible to ensure that their new employees have completed all of the following steps before they begin booking any loads independently. *No Loads are to be booked without supervision until a certificate of completion has been awarded to the new employee, and they have completed the second Power DAT webinar. *New Employee errors due to improper training will fall on the responsibilities of the Manager.  S1.2 Company structure The structure of the company is shown in the diagram below. Customer Carrier Operations Freight Agent Marketing Team Claim Support Desk manager Help Desk S1.3 Agent position Sales agent responsible for all necessary communication with carriers to cover available loads. Agent should provide all info for available load and promote company loads to the carriers, collect necessary docs from the carrier to get load released, coordinate carrier at the pick up and provide supporting/missing docs for pick up. All requests for loads and customer confirmations came through Operations manager. So the agent is solely responsible for carrier end communications. S1.4 Role of freight agent Sales Freight agent is looking for carriers and makes all arrangements with carriers to move loads. Within the company structure, agent acts on the sales side to make the load moving. Even better agent performs his duties even more profits to the company to come. Another big part of agent’s position is to keep strong and reliable communication to ensure timely updates for the customer and timely delivery as well. It is quite obvious, only agent can create long lasting continues relation with carrier to use carrier on other loads. S1.5 Interactions with other departments - Communications From To With carriers >> Requests for loads > Requests for RC > Additional details for pick up, delivery. > Requests for support in transit issue > Requests for missing carrier’s docs additional details to help on transit issues > Help with getting PODs