S4 Agents Knowledge Base Definitions PDF

S4 Agents Knowledge Base S4.1 Definitions B A A – Origin/ Pick up/ Starting point/ pick up yard/ shipping yard/ pick up lot/ shipper B – Destination/ Delivery/ Drop place/ Receiver/ Consignee Customer – the company, wh...

S4 Agents Knowledge Base S4.1 Definitions B A A – Origin/ Pick up/ Starting point/ pick up yard/ shipping yard/ pick up lot/ shipper B – Destination/ Delivery/ Drop place/ Receiver/ Consignee Customer – the company, who provide to us a load. Carrier is independent owned trucking company that provides a service in moving freight, equipment etc. We use their service to move our products to whom you release a load. In most cases you will communicate with a dispatcher of carrier company. Owner-operator- (O/O) Self-employed independent drivers who operate privately owned or leased trucks, as opposed to a company driver. Driver - a person who is hired by a trucking company to operate a truck. Dispatcher -a trucking company employee that searches loads and monitors company driver. Broker – a person or company that arranges for the truck transportation of cargo belonging to others, using for hire carriers to provide the actual truck transportation. We are brokers. Shipper - The location where your carrier will go to pick up the load. Consignee - Also known as delivery place, or receiver is the location or final destination of where the load is to be delivered. Commodity - A material or primary agricultural product that can be bought and sold, such as copper or coffee, packages, palletized freight. Freight - the materials or goods being transported. DAT Board - https://power.dat.com this is an online load board and tool in which you post loads, and search for trucks to move your loads. TMS - software that is allowed to dispatch loads to carriers. TMS is a live load board used by freight brokers. Used to Monitor loads, post loads, track moving loads, create rate confirmations, access carrier database etc. All done by an order number system each load automatically generates an order #. Order # - The automated number produced when a load is input into TMS May also be known as a load number. Truck – Tractor - powered tractor designed to haul heavy freights, see pics below Trailer – this is special equipment attached to the TRUCK and designed to move freight on it. Trailer can be moved only when attached to the TRUCK. Load – Cargo/General Freights - any kind of commodity, that was prepared for shipping. Power Only – transportation mode, when carrier must have TRUCK (power unit) only to move load. Carrier will move empty or pre-loaded TRAILER as a load when do Power Only load. Load out – it means Power Only when carrier can use a trailer for some time allowed by the customer. During this time the carrier can move some loads inside the trailer, load the trailer and unload it before delivering it to the final destination. TOW AWAY – empty or pre-loaded trailer that can be moved as Power Only. The carrier CANNOT load the tow away trailer and has to deliver it straight through. May be also called Drive Away/ Power Only/ Hook&Drop/ Straight delivery. Bobtail - a tractor without a trailer. In verb form, this also refers to operating a truck without a trailer Dead head – distance from current location of the truck to pick up point. Deadheading - operating an empty truck. That will be empty miles for driver Stack of flatbeds – Two or more trailers pre-stacked one over another one for transportation. To move stack of flatbeds, trailers supposed to be fixed secure with straps/chains or other binders. Rate confirmation (RC) – Rate Agreement - confirming rate for load. RC always has pick up address and delivery address on it. BOL – Bill Of Lading. Supporting doc for a load. Should be given to the driver at the pick up POD – Proof Of Delivery. Any kind of inspection form, signed by consignee. In many cases BOL signed on delivery will be used as POD COI – Certificate Of Insurance. COI shows carrier’s coverage for different kind of liability DOT# - Department Of Transportation identification # for carrier. Granted to carrier with carrier license. MC# -Motor Carrier identification number for carrier. All carriers must obtain MC# to do transportation services. PO# - Purchase Order Number given to us by a customer. You can find this number on customer rate confirmation. This number must be included in billing comments. VIN# - Vehicle Identification Number. Unit# - personal identification number printed on the trailer TONU – truck ordered not used. This is market compensation to carrier, if carrier was not able to pick up load because of broker mistake or other circumstances that prevent to pick up load against the carrier will. Layover – this is penalty applied by carrier, if the driver should wait at the pick up or delivery Unreasonably long time. Lets say, if the driver arrive to pick up at the scheduled time, but load was not ready and he was asked to wait till next morning. That would be layover fee. Flat tire – when tire lose pressure. Blowout – when driver got issue with flat tire. In this case the tire must be replaced. Air ride/Spring ride – Air or Spring type suspension on the trailer (air suspension is more modern nowadays) Trailer Interchange Coverage/ NON-Owned Trailer Coverage/ Bailee – specific coverage for non-owned trailers. Intermodal -a single trailer or container that encounters multiple forms of transportation along its route, such as truck/ship/rail Hazardous materials or, (Haz-Mat) - Explosive, flammable, poisonous or otherwise potentially dangerous cargo. Large amounts or especially hazardous cargo are required to be placarded under haz-mat regulations. King pin - A large pin, underneath the front of a trailer, which interlocks with the fifth wheel S4.2 US METRICS Length in inches 2.5 centimeters cm ft feet 30 centimeters cm yd yards 0.9 meters m mi miles 1.6 kilometers km Examples: 1 foot (12 inches) is equal to 30 centimeters 3-foot measurement is almost exactly 1 meter 1 Kilogram is just over 2 pounds Mass (weight) lb pounds 0.45 kilograms kg Liquid volume Unit Equal to Metric 1 US gallon (gal) 4 qt 3.78 L 1 US quart (qt) 2 pt 0.94 L Speed - Miles Per Hour – Mph Official Speed limit for highway 65-75 Mph, speed limit varies state by state. Dates Americans always write dates in the following way: Day/Month/Year - DD/MM/YYYY for e.g. 15/06/2021 and say 15th June 2021. Money United States (U.S.) currency is formatted with a decimal point (.) as a separator between the dollars and cents ($25.88 – 25 dollars and 88 cents); comma to separate thousands ($1,500). US Dollar ($) sign is always put before digits. - $1,500.37 Temperature To convert Celsius (°C) to Fahrenheit (°F), use the formula (°C x 1.8) + 32 = °F Examples: 0 degrees Celsius is equal to 32 degrees Fahrenheit. (The freezing point) 100 degrees Celsius is equal to 212 degrees Fahrenheit. (The boiling point) 24 degrees Celsius is equal to 75 degrees Fahrenheit. (A very pleasant day) Celsius 0° 5° 10° 15° 20° 25° 30° 35° 40° Fahrenheit 32° 41° 50° 59° 68° 77° 86° 95° 104° S4.3 US states Alabama AL Montana MT Alaska AK Nebraska NE Arizona AZ Nevada NV Arkansas AR New Hampshire NH California CA New Jersey NJ Colorado CO New Mexico NM Connecticut CT New York NY Delaware DE North Carolina NC Florida FL North Dakota ND Georgia GA Ohio OH Hawaii HI Oklahoma OK Idaho ID Oregon OR Illinois IL Pennsylvania PA Indiana IN Rhode Island RI Iowa IA South Carolina SC Kansas KS South Dakota SD Kentucky KY Tennessee TN Louisiana LA Texas TX Maine ME Utah UT Maryland MD Vermont VT Massachusetts MA Virginia VA Michigan MI Washington WA Minnesota MN West Virginia WV Mississippi MS Wisconsin WI Missouri MO Wyoming WY S4.4 Phonetic Alphabet Very often in order to put down some information like person name, city or email you might need to spell this information over the phone. Pleasу use following phonetic samples for US alphabet How to use – A as a ALPHA S4.5 Cargo/Commodity So, the essence of the transport business is the transportation of loads. Loads come in a wide variety of types and characteristics. Each load type to be transported, requires different equipment. Let’s try to remember pictures from warehouses or scenes from films where the loads appear. Dry Freights – the cargo must be protected from moisture and weather conditions during the transportation. Oversized cargo can only be transported on platforms, oil products in tanks, etc. Thus, it becomes obvious that for the transportation of each type of cargo, equipment of various types and purposes is needed. In Heavy Haul, to realize the flexibility of the carrier, the truck and the trailer are structurally separate parts. Truck Trailer It allows a carrier to move different trailers to transport different types of loads. In addition, it is common practice for a trailer to be left to unload, which can take from several hours to several days, with the driver leaving the shipper's premises. S4.6 Types of trailers Dry van trailer is designed to transport loads that that must be protected from moisture and other weather conditions. They can have two types of doors: swing or roll. Reefer trailer is designed for the transportation of frozen products. These trailers are visually very similar to the Dry Van trailer. The main difference is the Cooling Unit at the front of the trailer. From the side and back, the Reefer and Dry Van look the same. The Reefer trailer can have Swing and Roll doors as well as dry van. Flatbed: These trailers are designed to transport oversized structures and heavy machinery. There are various designs of platform trailers: Step Deck trailer, Double Drop trailer, Lowboy trailer, Removable Gooseneck trailer (RGN). The United States has restrictions on the height of vehicles. Trailers with a lower platform position can carry higher loads (the height of the platform + the height of the load must be less than the specified vehicle height limit). Important! In order to move a load on a platform trailer it must be securely fixed. To fix the load straps, chains or binders can be used. End Dump These trailers are used for the transportation of bulk cargo (gravel, stones). S4.7 Power Only This is a type of transportation when the carrier must have ONLY a Power Unit – a truck. In Power only, the driver can transport the trailer by connecting it to the truck. In Power Only, the driver will use his truck to transport someone else's trailer and it can be any trailer type. Since the design of the trucks is quite versatile, the driver can pick up and transport almost any trailer! Exceptions are: - short trailers length 26/28 ' and driver needs to have a sliding fifth wheel to move it - End Dump trailer – the track must have a special latch design for the fifth wheel Depending on trailer type that is used for Power Only relocation there will be different freights that can be moved inside the trailer. S4.8 Load Out/Tow Away There are two ways to move trailers in Power Only: Load Out and Tow Away. Load out (LO) The driver takes an empty trailer and can load it on the way. For the driver to be able to find cargo to load the trailer, load and unload it in transit, he is given some time. Usually, the driver can use the load out trailer for 7 days. Due to loading and unloading processes that take time, and divergence of the routes of the cargo and the trailer, there are often delays in deliveries of the load out trailers. The driver earns the main money from transporting loads/goods/cargo with our trailer, so the cost of transporting the trailer itself is often not very high. Different customers can pay for the same lane rates that differ many times from one another. Tow Away (TA). In this way of transportation, the driver is not allowed to load the trailer (even if the trailer is empty). This mode of transportation is often referred to as Power Only / Drive away / Hook & Drop / Straight delivery. The advantages of this type of transportation are that the driver does not need to wait for loading and unloading (loading / unloading time can range from several hours to several days). Also, in most cases, the driver will drive an empty trailer and save a decent amount on fuel. The cost of Tow Away transportation is determined by the distance to the delivery point. Rate for Tow Away is always higher than for Load Out. Comparison of two types of transportation in Power Only Load out Tow Away Can be loaded in transit Trailer can not be loaded Can be used for 5+ days to be delivered Must be delivered without delays Low rate Standard market rate per mile Possible to make money on moving loads Without the possibility of additional earnings Often late delivery due to trailer loads in transit Always delivered in time The type of trailer matters because the driver will The type of trailer does not matter need to load this trailer in transit Different carriers prefer different types of Power Only transportation. Drivers who want everything and immediately prefer Tow Away. Drivers who are willing to spend a little more time and earn more take a load out trailer. Let's analyze the possible earnings of a driver for load out and tow away on the same line Chicago IL - Atlanta GA Tow away rate $2,150 – two days for delivery. What driver earns is $2,150 for 2 days Load out rate $200 – The driver will load the trailer. The first load will be to Memphis TN and rate is $1,590, Then he will take Memphis TN – Kansas City MO for $1,500, Then he will take Kansas City MO - Richmond, VA for $2,500 And finally, will deliver to Richmond, VA - Atlanta GA and get $1,250 Total: $200+$1,590+$1,500+$2,500+$1,250=$7,040 which includes $200 for trailer relocation. Total amount $7,040 for 7 days in transit. As we can see, when using load out, the driver needs to do several docking reloads, find suitable loads, load and unload, but at the same time he is busy all seven days and earns $ 7,040 per week. When transporting the same trailer as tow away, the driver will earn $ 2,150 in two days, but then he will need to find another Power Only Tow Away load from Atlanta GA, which can be difficult (loads for Power Only is less common than standard cargo). To sum up: it is much easier for drivers to transport Tow Away, but with proper experience with Load out loads, the driver can earn more. We should always clearly specify if it is a Load Out or Tow Away relocation. Reference materials In addition to the various trailer designs, there is also a dimensional grid for each type of trailer. The key characteristic is the length of the trailer. There are trailers of different lengths - 53'-48'- 46'- 44'- 42'- 40'- 36'- 32'- 28 ' Length. The standard size is a 53' long trailer. Since 2020, the production of trailers with increased length - over length 57' long – began. These trailers require a special permit for transportation in some states. To transport a 57' trailer, the driver must first acquire a permit and only then can he transport such a trailer! To transport short trailers, (the 28’ long) truck must be equipped with a special movable design of the trailer mechanism - sliding fifth wheel. Heigh. The standard trailer height is 13'6 ”. US vehicle height restrictions are 14' tall. Trailers with a height of 14' can sometimes be found. Transporting them requires permits in some states. In any case, when we offer the carrier equipment with a height of 14', we are obliged to notify the driver about the non-standard trailer height. Traffic accidents often occur under low bridges, the driver must know and understand for sure that he will transport a trailer of increased height and carefully monitor road signs of height restrictions. Trailer width. For Standard Trailers 53' long, the standard trailer width is 102”. Older trailer models can be 96” wide. A narrow trailer will have less internal cargo space, preventing Full Truck Load (FTL) loading. We must inform the driver if the width or height of the trailer differs from the standard dimensions. Standard trailer dimensions (van / reefer) 53 ’length, 13’6” height, 102 ”width. Weight. Standard 53’van trailer weight about 12,000 pounds Doors. Van / Reefer trailers can be equipped with hinged or roller shutter doors. Swing doors allow full FTL loading, while Roll Up doors take up part of the ceiling space inside the trailer and the loading aperture is somewhat narrower, which is why not every FTL cargo can fit into a trailer with Roll Up doors. Thus, Swing doors trailers are ALWAYS suitable for any cargo, a trailer with a Roll Up door can be rejected by the shipper in some cases. Lift Gate. Some trailers can be additionally equipped with a lifting platform for loading from the ground - Lifting Gate. In most cases the Lift Gate is used with Roll Up doors. Many shippers refuse to load trailers from the Lift Gate. We must inform the carrier about the specifics of the Lift Gate trailer, to avoid the cancellation of the load later. FTL. Full Truck Load is a generally accepted standard of cargo in terms of dimensions and weight, which is designed for a full load of a trailer with dimensions (van / reefer) 53' long, 13'6" height, 102" width. The weight of such load usually does not exceed 43,000 lbs (permissible load weight for van / reefer trailers). There is no standard FTL for flatbed trailers as this type of trailers is mainly intended for the transport of oversized cargo!!! FTL for flatbed trailers can mean that the total dimensions of the transported cargo will not exceed the permissible total external dimensions of the vehicle with the load and the weight of the cargo is within acceptable limits. To sum up: for transporting any kind of FLT cargo, a trailer with Swing doors is always good, Roll Up doors can be rejected by the shipper. You can get a clear picture of the trailer which is in 100% cases is suitable for ANY standard FTL load: 53’ van/reefer swing door (assumes standard width 102 "and height 13'6") Custom trailers that fit FTL in size but may be rejected by the shipper. 53’ van/reefer ROLL Up door in some cases may be rejected. 53’ van/reefer ROLL Up door Lift Gate will be rejected by the shipper with an even greater likelihood. Air ride/Spring ride. The trailer suspension can be based on air shock absorbers (Air ride) or spring shock absorbers (Spring ride). Air ride is a more modern suspension system. Drivers prefer trailers with Air Ride suspension. The type of suspension is not critical to the driver and cannot be the reason for refusal to load. You can indicate the type of suspension AIR ride in the comments on the trailer if we have it in the description from the customer. S4.9 Shipping documents Brokers use following docs when dispatch loads. Customer Rate sheet/Quote sheet – this is customer release sheet with freight rate on it. Some customers use Customer rate confirmation, some others just reply on requests and do not provide rate confirmation as a separate document. Rate Confirmation (RC) – the rate confirmation is an agreement between the shipper, third-party provider, if present, and carrier that details the shipment rates. All brokers must provide rate confirmations to carriers before pick-up. That critical function helps to avoid surprises in billing. Bill of lading (BOL) - The bill of lading is the receipt for freight delivery by a carrier to the consignee (driver). It contains all the necessary information and rate data to proceed with transportation. In most cases driver receive BOL on the pickup for use on delivery. From time-to-time customers provide BOL to broker to supply driver when arrive to pick up load. Proof Of Delivery – A Proof of Delivery (POD) is a document that serves as written evidence of the proper delivery of a shipment. The carrier issues the document, which must be acknowledged by the recipient to confirm the correct delivery of the goods. Damage, incompleteness, or non-delivery can thus be recorded or excluded with legal certainty. BOL can be used on delivery as receipt of delivery. In this case SIGNED BOL will be used as Proof Of Delivery (POD). Otherwise, any inspection sheet signed by consignee will be considered as Proof Of Delivery. Certificate of Insurance – COI - Every delivery and transportation business needs an active insurance policy to protect all things that are involved in a transportation-delivery scenario. Possession of a COI simply means that your movers or the carrier company providing you their services within the premises had an insurance policy at some point that covered some of their non-negligent business operations. Yes, a COI is simply a proof that the vendor or the carrier had adequate insurance coverage for freight. Trailer Interchange Agreement – TIA - A trailer-interchange agreement is a written contract constructed between shipper and carrier. These agreements arrange for the consignment of a trailer from one party to another so that a shipment can be completed as planned. TIA accomplish trailer coverage in COI in case of trailer damage in transit. Rate confirmation (RC) with POD is mandatory for every single load. S5 Agents operation manual S5.1 Local Load Board All available loads will be posted for agents on the Local Load Board (LLB) Local Load Board is google spread sheet shared with agents. LLB is live, that means it’s updated online all the time during the day. Operations add new loads or update load board. Agent use LLB as a source for posting loads on DAT/Truckstop. You can see appearance of LLB below. You can see on the LLB on the separate columns quantity of available loads, origin-destination for every load, description for the load/commodity, type of required equipment OR mode of transportation, customer pay, suggested carrier pay, customer company name, comments. Available loads are sorted by STATE of origin A-Z. For more convenience some lanes might be highlighted. Yellow – trailer must be moved as TOW AWAY without loading straight thru from origin to destination. Green – we already have this load released to us. No waiting time to confirm carrier with customer. Red – This load was covered. No longer available. There are also some additional tabs on spreadsheet. DNL – Do Not Load list of carriers. We already have some sufficient issues with carriers and decide to do not work with them anymore. Agent can search carrier in DNL by MC#. In most cases, we will not use these carriers on power only loads again, so agent can disregard carrier’s request on the first call from carrier and save a lot of time on processing carrier call. See below sample Another very important tab is DAT – up. This one makes posting loads easy as copy-paste. How to use: COPY all content of this tab and PASTE it to your local exel doc, SAVE it on your PC. Now you can use local excel file to UPLOAD in one click all loads to DAT/Truckstop load board. See below sample S5.2 Responsibility This instruction was created to explain how to understand AREA OF RESPONSIBILITY. All employees take responsibility for duties and results as a company staff. That means all actions, procedures and efforts should be directed to perform duties and produce Valued End Product (VEP) (results of your labor). Everything listed or does not listed in this policy that might effect or produce VEP should be considered as AREA OF RESPONSIBILITY for employee. Employee got paid for all duties and results maned (for better understanding as VEP) under obligations at employee’s area of responsibility. Employee also responsible for all associated penalties or loss of profit under obligations at employee’s area of responsibility. Once we describe the area of responsibility for each position in the company, all employee will know for sure who is responsible for that or another process, to address their questions to the right RESPONSIBLE COLEAGUE. All employees take their responsibility when they START working on some task or project and your area of responsibility ENDS, when you complete task/project OR transfer a task/project to another employee. Transferring task to another employee will transfer responsibility for task and results on this task to another employee. A person who transfer responsibility to another one is NO LONGER* responsible for the task or project, but might be a Controller on this task or project. *it is still applicable responsibility to the first employee, who transfers his responsibility to another, if bad effects follow up on this task because of action/non-action of the first employee while he was in charge. To avoid miscommunication between employee transfers of responsibility for tasks should be made only when specific conditions or circumstances taking place. Such conditions or circumstances will be called TRIGER. Example. The trigger for lecture time in the university is Ring. Lecture starts with the ring, and with another ring lecture time ends. Every employee MUST make a transfer of responsibility when TRIGER event is taking place. Only approved and described hereunder in this policy way to transfer responsibility can be used. If you do not transfer responsibility using described hereunder way of communication, then you remain responsible for task and all effects and results that will follow up. Please keep in mind, your colleague who supposed to take task is assuming SOME SPECIFIC WAY (communication notice) to accept and take task for execution. If the way to transfer responsibility is a template email, you suppose to use only that filled out template to send email to another colleague. Once confirmed by receiver of task, this task will be under responsibility of receiving party. Task will be considered as transferred when ✓ Sender uses authorized way to send notification to receiver ✓ Receiver confirmed transfer. If there is a lack of information for receiver of the task, receiver should request missing details from sender and accept task with responsibility when receive missing part. We will use different categories of affiliated performers for every project Responsible person, who is responsible for project/task/process. This person actively working on handling this task and got it completed. Responsible held the whole responsibility for successful completion of project/task/process. Assistant Person, who actively help to Responsible person. Main responsibility for task and project remains belong Responsible person. Controller Person, who monitor project/task/process. This person may initiate some action from Responsible person, ask for updates on progress, coordinate actions. Managing The person, who in charge for the project in general The following areas of responsibility should always be associated with listed below positions, if nothing otherwise is specified in this policy hereunder. Operations Communications with customers and corporate office Agents Communications with carriers Team Lead Mentoring new employee, support to the team with tough situations Help Desk Creating RCs and managing records in TMS Claim MNG Handling claims and/or working with bad debts with carriers. Fin Admin Calculating salaries, settlements with corporate and customers Manager/CEO Company performance, hiring, firing, staff tech support. Further in the text please pay attention to the marks showing responsible person or transfer of responsibility to another employee!  S5.3 AMO CRM S5.3.1 CRM overview Amo CRM gives you the opportunity to leverage the tool you need at the moment you need it. Whether its email, phone or chat messaging, you can connect with leads and customers via their preferred communication method in just one click. And all your interactions are unified in a single centralized feed that captures the whole history of your relationship, so you only need to look in one place when searching for that one important message. AMO CRM system was implemented for easy and smooth managing of all deals. If you need more general info visit https://www.amocrm.com/tour/ The basic functions for everyday use Contacts&Leads. AMO CRM database stores a detailed history of all leads, events and contacts Task Assistance. Create To-Do tasks for yourself or your co-workers just in couple of clicks. Make reminders to do not miss any details. Automatic updates. Get all benefits from automatic emails when you change the status of your lead. 1 ## Description 9 10 11 1 Profile setting/Account 2 2 Dashboard 3 3 Work pipeline 4 Calendar/Planner/Task 4 5 List of companies/Contacts 5 6 Email 6 7 Statistics/Analytics 8 CRM Messenger 7 9 Pipeline selector 10 Pipeline view 11 Search box/Filters 8  S5.3.2 CRM pipeline On one screen, the sales pipeline delivers a bird’s eye view of your whole sales process in action. You can pinpoint the progress of every single lead, preview its task status and get the big picture of your overall sales health. It keeps the whole team organized and focused on hitting their targets, so they don’t miss the forest or the trees. Different stages of the lead reflect some progress and current status of the load along with responsible employee who is working with lead on each stage. This is a general view of pipeline in Amo CRM Graph of ORDERS Pipeline and transfer of responsibility Sales Agent Sales Agent Sales Agent Sales Agent Sales Agent Back Office Back Office Back Office Back Office Back Office Operations Operations Operations Operations Operations Help Desk Help Desk Help Desk Help Desk Help Desk MNG/Fin Admin MNG/Fin Admin MNG/Fin Admin MNG/Fin Admin MNG/Fin Admin Continue of Graph of ORDERS Pipeline and transfer of responsibility. Sales Agent Sales Agent Sales Agent Sales Agent Back Office Back Office Back Office Back Office Operations Operations Operations Operations Help Desk Help Desk Help Desk Help Desk MNG/Fin Admin MNG/Fin Admin MNG/Fin Admin Fin Admin With color highlights you can easily see responsible party for load on every stage, affiliated assistant and controller. S5.4 Load Dispatch We use several load stages in CRM for every load to dedicate different areas of responsibility and duties of dispatch process. Each stage shows us what happens with the load and also advise us on necessary actions with load on specific stage. There are different people who may work on the same load at different stages. Thus, pipeline in CRM helps to figure out real status for each load and refer to responsible party for answers/actions. When we work with each load, it will be reflected in moving load on CRM pipeline. Our target is to move load through pipeline to the end, that will be equal to delivery process of real load. Please see description of stages in CRM pipeline with actions on it listed below. S5.4.1 Dispatch – Get In Touch Sales Agent Carrier reaches us for more details on our load. Sales agent need to explain to the carrier all characteristics of the load and rate. When all details are agreed mutually, carrier needs to confirm it via email with attached supporting docs. Agent needs to get email confirmation for this load from carrier with COI to request load from operations. To Do 1a Sales agent collects all contact info from carrier for further communication. 1b Try to find the carrier in CRM or Carriers folder by MC# to see if we have had experience with this carrier before 1c Create new lead in CRM 1d CRM will send email* to carrier with load details and requirements to COI 1e When carrier confirms load via email and valid COI, agent can send request for load to operations. 1d Move load in CRM to Requested Triger Agent received carrier confirmation for load & COI. To confirm transfer of responsibility operations reply to request email – “Requested” Operations May check with agent if request for load to follow. Help Desk HD check carrier set up in TMS; set up new carriers in TMS. S5.4.2 Dispatch – Requested Operations responsible for load at this stage Operations Operations proceed with agent’s request. At this point operations need to get approval from the customer to use carrier on load. When the customer is confirmed, release will be emailed to the agent & HD to create rate confirmation for carrier. Triger Operations received release email from customer. Change lead status in CRM to RC needed Sales Agent Sales agent may contact operations to see progress on request and get estimated waiting time for release. Agent can contact operation via email, CRM chat, messenger or in person. S5.4.3 Dispatch – RC needed Help desk is handling load at this stage Help Desk HD create rate confirmation for carrier. RC with trailer unit#/vin# will be emailed to carrier and saved to folder. Triger RC is created and saved, Change lead status to Released Sales Agent Sales agent may contact Help Desk to see progress on Rate confirmation and get estimated waiting time for RC. 3a. While waiting for RC, send email with pick up address to carrier to ensure them, the load is theirs. 3b. Duplicate it with phone call to carrier. S5.4.4 Dispatch – Released Sales agent is handling load at this stage Sales Agent Now your carrier received email with RC. Trailer unit#/vin# printed at the top of pick-up comments!!! Carrier is good to pick up load. 4 Check with carrier via the phone if he has any question about RC/ pick up details/ hours/ trailer unit and vin#. 4a If carrier can not find email with RC, please re-send it from your email in tread for this load. You can find saved RC in carrier folder. 4b Send to carrier vendor BOL, Tags, Registration if applicable for load. 4c Ask carrier to sign Rate Confirmation and return it to your email. Carrier pay for load may be released ONLY upon signed RC. 4d Save signed RC to carrier folder. 4e Add comment in CRM: “RC signed” 4f Next day confirm pick up with carrier. Trigger Carrier confirmed pick up; Change lead status in CRM to Enroute Operations may contact agent on 12pm next business day from appointed pick up date to verify pick up. Load that was not picked to next business day from scheduled PU date is subject to cancelation. S5.4.5 Dispatch – Enroute Agent is handling load at this stage Sales agent Now load picked up and heading to delivery. Agent needs to track load in transit and place daily updates in CRM to ensure timely delivery. All transit issue must be reported immediately to operations. 5a Call carrier to get current trailer location and ETA. 5b add update to CRM as note. 5c force carrier to complete delivery if carrier goes out of schedule for delivery. 5e Agent may apply to TL for assistance in taught cases to sort out issue. Triger Carrier reported delivery; Change lead status in CRM to Delivered Team Leader When Agent need assistance with updates or feeling uncertain about carriers updates he can apply to TL for help. TL may advice some additional action to force carrier or clarify some details with delivery. It is still agent’s responsibility to track load in transit. Operations may initiate some updates if info posted in CRM is insufficient to answer to customer. S5.4.6 Dispatch – Past Due Back office is handling load at this stage Sales Agent 6a When load is delaying, agent should push on carrier to complete delivery ASAP All efforts are good to make it happen. 6b Agent needs to keep TL posted about progress on delivery or apply for assistance. Triger Carrier reported delivery; Change lead status to Delivered Team Lead TL works with agent on Past Due load to minimize delays. Operations may initiate some updates if info posted in CRM is insufficient to update customer. S5.4.7 Dispatch – Delivered Back office with Operations is handling load at this stage Sales Agent Need to receive confirmation of delivery. 7a POD request to be sent to carrier once you move load to Delivered 7b save POD to carrier folder 7c forward POD to operations 7d ask carrier to make amendments on POD if necessary. Triger We received valid POD and forward it to operations Operations Operations verify validity of POD. If everything is ok to bill customer, that POD will be submitted to corporate. Operations may return invalid POD back to agent/dispatch to fix missing/wrong entries on it Triger POD was submitted to corporate; Change lead status to Closed Team Lead TL may participate in getting POD with agent. S5.4.8 Dispatch – Closed Help Desk is handling load at this stage Help Desk Now we only need to close load in corporate TMS to get paid. Help desk finalize load in TMS. Triger Load was finalized in TMS; Change lead status to Accepted S5.4.9 Dispatch – Accepted Fin Admin is handling load at this stage Fin Admin When commission for this load was paid to us, Fin Admin calculate financial results. Triger Commission was transferred to agency Change lead status to Win  S5.4.10 Dispatch – Win/Lost Win Well done! That’s what we call team work! Lost All loads, that was not come through some stages and was not completed will be reflected here as unsuccessful. ***Next time we can do all thing right! S5.4.11 CRM timing for stages Graph of ORDERS Pipeline and transfer of responsibility Depends from Depends from Average Up to 1 day According to RC carrier customer From 2 mins From 2 mins 3-5 mins (next day pick up) Usually 7 days LO Up to 6 hours Up to 6 hours 1-2 days tow away Continue of Graph of ORDERS Pipeline and transfer of responsibility. As low as possible Up to 7 days Up to 1 days Up to 7 days Depends on payment days S5.5 CRM new leads It is very important to create a new lead every time when you got a potential carrier for load. Once carrier confirmed his willing to get this load and he agreed with the rate, create new lead in CRM. Click on blue button + NEW LEAD and fill out all applicable fields. S5.5.1 When working on Add contact info, please always start typing carrier MC# as a Work phone. Lead Name Origin - Destination Resp. Agent Autofill Sale Margin on the load Operations Select operations manager Customer Select customer or use NEW for unknown Customer Rate How much customer pay Carrier Rate How much you pay to carrier Origin City ST of origin, as on load board Destination City ST for destination, , as on load board PU plan Planned Pick Up date Picked The date When actually it was picked ETA plan Scheduled delivery date Dropped Date of delivery Order# Order# from TMS SW/Cargo Unit# Unit# for trailer or NN, if unknown VIN# Vin# for trailer or NN, if unknown Commodity Copy commodity from local load board Eqt Select equipment type Select correct contact person from drop down menu. If you release load to the different dispatch, you still can use one of existing profiles and than change dispatch name, phone# and email for contact person. The rest of contact info will be autofill. Important! You need always add carrier MC# as a phone# to contact. That save a lot of time on creating new leads for all team. Important! If carrier MC# shorter than 6-digits, add 0x in the front to have 6-digits long MC#. When typing phone# use format from the samples above. Extensions. If dispatch got some extension, enter extension# as additional Work phone# to contact: click + next to Work phone to add second phone# or extension for contact. Wrong entry!!! Right entry!!! S5.5.2 Email Make sure, you use correct email address for dispatch. Incorrect email address or typo in email or incorrect format for email prevent you to use automatic emails from CRM and will not reflect your email conversation with carrier in the lead history. No extra signs in emails are allowed. Wrong entry!!! Right entry!!! S5.5.3 CRM adding Drivers When book load with carrier we need to get driver’s contacts. Request for driver’s contacts will be implemented to automatic Info email to carrier and duplicated with RC sent email. Please notice carrier during the first call, that, - We will need driver’s contact before we release trailer, all details in the emails. Add driver contacts as secondary contact to the lead. Fill out Name, phone# and put NN as email. Now you can use driver phone# to get updates, POD, (pics or receipts in case of repairs) Dispatch Demberia Grandy remains your main contact on this load. You need to contact driver when dispatch is not available or if you need to get more specific updates/info for delivery (verify dispatch’s words). Please let dispatch know that you will not contact driver unless you lose a touch with dispatch. That should be a warning to you, if dispatch DOESN’T want to share with you driver contacts! S5.6 CRM chat Click on the chat icon on the left bottom corner of CRM screen. List of all chats pop ups. Unread messages posted on the top. When click on the message lead will be open. Use bottom box to enter your reply. You can also select recipient from drop down menu when click on recipient name. You can also click on someone name in the history tread to start chat with that person. S5.7 CRM email To be completed S5.8 Planner/ Tasks/ Calendar In order to create reminder or task for yourself or other person, go to the bottom section and selectTASK Now you can set up due date and time for this TASK and responsible agent. You can also add briefdescription or reminder on what you need to do at that time. Now you will see all upcoming tasks above the chat box in your lead and all overdue TASKs at the top ofyour lead. To complete TASK, add/type results in Complete To Do section. You may also re-schedule this TASK for another day and time to complete it later. Some standard TASKs are created automatically when you come to the specific stage. All TASKs are subject to your actions! Overdue TASKs might be a reason for charges against the agent. You can see all your TASKs in Calendar You can complete TASK from Calendar by clicking on description or you can go to the lead by clocking on lead name. S6 Other working tools S6.1 DAT/ Truckstop To be completed S6.2 COI Guide This manual created to agents in order to clarify all check points when you working with COI. You need certificate of insurance (COI) to send request for trailer. There is no way to get release without valid COI. This is customer requirement for their loads. We cannot accept carrier statement via phone about proper/valid coverage to move trailers. When you have carrier, who agreed to move trailer, you need to obtain COI to request this trailer for carrier. There are at least four known ways to get COI 1. Find COI in Carrier folder 2. Get it from carrier 3. Get it directly from insurance company 4. Upload it from Safer Watch We release trailers to carriers. That is kind of specific coverage, that is not a part of mandatory requirements of Department of Transportation. Thus, some carriers might not have proper coverage for trailers. S6.2.1 COI/ Proper trailer coverage One of these types of coverage should be printed in COI 1. Trailer Interchange coverage 2. Non Owned Trailer coverage 3. Bailee Trailer coverage must be valid for at least 2 more weeks from scheduled delivery date. Non Owned Auto coverage may cover or may not cover NON Owned trailer, so you need to contact insurance company to get trailer coverage and amount printed in COI. We do not accept Non owned auto coverage for trailers. In some exceptional cases we can allow carrier to add SPECIFIC vin# for trailer, they going to move. What are these cases: carrier got trailer coverage, but amount for existing coverage is less that required for our trailer; carrier got a list of other single trailers added with vin# to their COI. Think twice, when you going to request vin# for carrier to be added to COI. In 90% cases that finally never happen for different reasons. Either way, you are wasting a lot of time doing that not saying about customer expectation from us after we requested vin# for COI. So, my advice is disregard requests for vin# to add it to COI. The first thing you need to understand, carrier never move power only loads before. If he states that he doing that for a years, that might be the truth, but our trailer will not be covered and in case of damage, someone will need to pay. S6.2.2 COI/ Special Requirement. Some of our customers require to be added to COI before they make release. Customers might request one of the following amendments to COI 1. Certificate Holder – free of charge option to carrier 2. Additional Insured – will cost money to carrier 3. Loss Payee – will cost money to carrier As you can see, the easiest thing is to get Certificate Holder added to COI. You can request adding Certificate Holder to COI directly contacting insurance company. Call or email to insurance with details for certificate holder (customer company name, address) If you need to add Additional Insured and/or Loss Payee, the only carrier can request this options from insurance company. From time to time some customers require Commercial General Liability to be on place. This is the very first section in COI. Commercial General Liability box must be marked. Min amount $750,000 Some customers need a deductible amount not higher than $1,500. Make sure your COI comply. S6.2.3 COI/ Check points. When you have COI you need to verify all of the following points 1. Issue date – the date when THIS copy was printed: 05/08/2019. Make sure your copy is not older than 3 month. Otherwise request new copy from insurance company. 2. Carrier company name – should match to MC# - US Carrier LLC 3. Auto Liability coverage – should expire no less than two weeks from scheduled delivery date – 05/01/2020 4. Trailer coverage – might be listed in DESCRIPTION section - $40,000 Bailee for non-owned trailer 5. Certificate holder – customer company name and address must be printed there: Assure Assist 1 2 3 3 4 5 What should you do, to get COI to request trailer. Check if we got saved COI in Carrier folder. Open carriers, search for carrier folder, check COI file. Use it if it is valid (see above) Send Trailer Info email to carrier using templates by the customers requirements to COI. Send another email to insurance company using Insurance Request. Put as a subject carrier company name and add Cert holder details. Check what certificate you can upload from Safer Watch. You can use general COI or COI with different certificate holder if customer doesn’t require to be listed in COI as Certificate Holder. When you receive certificate from any of these sources: save it to carrier folder. Use saved file to attach to trailer request. S6.2.4 COI/ Forged COI From time to time, some carriers forged COI by adding Cert.Holder or other options on it. Please be attentive and make sure there is no printing over the scanned copy of COI no printing with very different font type for our specific requirements no new amendments on oldish COI they send you previously (see issue date at the top) nothing suspicious in COI in general If you got any doubts, please call to insurance company and validate info via phone. See below where you can find insurance company phone and email. If you received concerns from operations about validity of COI, you need to request new copy of COI from insurance company, or show original email from insurance company with suspected COI. S6.3 DOCs Please read careful this manual and follow up on your routing operations when create and save new files. S6.3.1 File format. Make sure you save all docs in.PDF format. If you received files in other formats, like.JPG,.TIF,.DOC you need to convert them to.PDF by one of this ways 1. Right click on the file. 2. Select Convert to PDF in Foxit Reader 3. Save file to desired folder as PDF-file You can also use online converter by clicking HERE Another way to convert file to PDF is to print it with Foxit Reader PDF Printer or use Save to PDF option from printers list and save to desired folder. S6.3.2 Folders. All files have to be saved to Carriers folder. Any files, related to specific carrier should be saved to the folder of this carrier (certificate of insurance, carrier packet, rate confirmation, customer release, POD, RC, BOL, etc). Carrier’s folder must be named by MC# for that carrier (6-7 digits) For example carrier VDV Express, MC# 728633 Folder name: 728633 How it looks like S6.3.3 How to NAME new files. All names of files related to carrier must begin from carrier MC# (6 digits)+description. That might be COI, Trailer Interchange Agreement (TIA), carrier packet. All files related to load must begin with Order# +description. That might be RC, signed RC, Customer rate, BOL, POD, receipt, tickets, etc. See examples for the carrier EURO Express, MC#546479, for order#3867159, customer Fleet Equipment Type of doc Description Sample of file name Certificate of MC# ␣ COI ␣Customer name 546479 COI Fleet Eqt, insurance, COI 546479 COI MC# ␣ COI (if there is NO cert.holder) Carrier packet* MC# ␣ packet 546479 packet Interchange agreement MC# ␣Trailer Interchange** (TCAM/RCM) 546479 Trailer interchange TCAM Rate confirmation Order# ␣ RC 3867159 RC Customer rate Order# ␣ customer 3867159 customer Bill of lading, BOL* Order# ␣ BOL 3867159 BOL Signed rate con Order# ␣ sign 3867159 sign Proof of delivery, POD Order# ␣ POD 3867159 POD Trailer Order# ␣ reg/plates 3867159 reg registration/plates* 3867159 plates Trailer repair* Order# ␣ repair 3867159 repair * if applicable for this order How it looks like S6.3.4 How to save files for claims/damages. Open carrier folder. Create new folder in carrier folder with name Order# (1234567) Damage. Save all related files to this folder. Here is a list of files, that must be saved or copied to new folder 1 Certificate of insurance 2 Signed rate confirmation 3 Claim or estimate 4 Pics of damages 5 POD if applicable S6.4 Email Please read carefully this manual and follow up on your routing operations when communicate carriers or operations team. S6.4.1 Email templates. We have templates for the most common emails for Outlook Express 2016. These templates are stored in folder Carriers/000000 Policy/Email. You may also find them on the quick access panel of your File Explorer for one click access to templates. When you need to create new email with template, just double click on template file. New email window will pop up, fill out missing info and send email to recipient. For those who run of web version of Outlook in your browser , please use templates in text format from PDF email templates. Select proper template, copy, paste it to your email, fill out missing details, send to recipient. S6.4.2 Email templates/ How to use. At the moment we got templates for Info email to carrier (based on customer), emails to insurance company to obtain COI with Certificate Holder as required by customer and emails to operations team Template Description Attachment O Request Request to operations for the load COI, Interchange Agreement* O Equipment Send this email when you get signed RC back BOL, plates, registration, dock Release from the carrier. receipt, etc*. O Cancel Use it, if the load was canceled by carrier AFTER you received release from Customer for that load O Transit Issue Send it immediately, if carrier got some transit Pics of damages/flat tire with issue like, truck broke down, flat tire, etc. unit# of the trailer O Delivered Confirmation of delivery when you GOT POD POD from carrier for this load *when applicable Following templates for carriers and insurance company Template Description Attachment I All Others Use this template for N/A customers, who doesn’t require to be listed as Cert.holder I America Info email for loads from Interchange Agreements TCAM Transport America I RCM Info email for loads from RCM Interchange Agreements RCM Rate Sent Send this email right after you Rate Confirmation, BOL SW create and complete rate confirmation for carrier Rate sent RCM Send this email right after you Rate Confirmation, BOL RCM create and complete rate confirmation for carrier Insurance Cert Holder Request to insurance company to add customer as Certificate Holder* S6.4.3 Samples of emails O Request I CJ Solution Insurance Cert Holder S6.5 Links to web sources for routing operations. Load Board https://docs.google.com/spreadsheets/d/1AX9SCQrHh5LXwakpuSFy6qw- nMBvpM7Sf8VnbftVeGs/edit?usp=sharing Power DAT http://power.dat.com Login required Truckstop http://truckstop.com Login required MC# check https://safer.fmcsa.dot.gov/ go down to FMCSA searches, select Company Snapshot USA States https://upload.wikimedia.org/wikipedia/commons/1/1e/Map_of_USA_showing_state_names.png US zones https://www.rideiea.org/images-iea/zones/united-states-zone-map.png G Maps https://www.google.com select Menu-Language – English United States Distance http://distancesonline.com/ Translator https://translate.google.com Please create folder in your browser and save all these links to this folder for your convenience. S6.6 Cancelation This manual created to explain how to cancel loads. All our customers expect from us high quality reliable services. This is included keep them updated for all unexpected situation with load. If carrier cannot (or reject) to move load, we need immediately inform customer and take an action to find another trucker to deliver load. Responsible Controller Managing Agent/Team Lead Operations TL/CEO S6.6.1 What is the cases to cancel load/ TRIGGER: Carrier notice you about some issue, that make impossible to pick up load Carrier asking to re-schedule pick up for few days later Carrier doesn’t reply on you rate confirmation email or phone calls all day of pick up (agent suppose to make 4-5 attempts to reach carrier with half an hour period between attempts) Load was not ready for pick up or in bad condition /not DOT comply. If carrier communicate with you and there is some circumstances that might affect pick up, you can discuss all opportunities with carrier to make it happen. You can re-schedule pick up on your end but no more then to the following day! No pick ups over weekends! Agent need to inform operations immediately after negotiation with carrier arising circumstances AND the way how they can be handled (based on agreement with carrier). S6.6.2 How to cancel load/ Transfer responsibility. 1. Add comment in CRM with all details for cancelation. 2. Send Cancel email to operations for this load. Add all known details about the reason of cancelation. Agent need to attach to Cancelation Email confirmation for load from carrier (carrier reply for load info email) AND email notification about cancelation from the carrier. Drag and drop both confirmation emails from carrier to the text field of your Cancelation Email 3. Notice carrier about cancelation via email Attached emails from carrier To control agents, it is obligatory to attach carrier cancelation email with Cancel Email. If load was cancelled over the phone, agent should send email with brief description of phone cancelation or attach call recording to Cancel email. S6.6.3 Recovery It is agents’ duty to find another trucker on cancelled load by the end of the day. Agent cannot hide information about cancelation, even if he is 100% sure, he can find another trucker to move this load. All cancellation should be done at the first notification from the carrier about cancelation. By sending Cancelation Email, agent switch responsibility for load to operations. Operations replying to Cancelation email with – Cancelled. Agent is no longer responsible for load from the moment of email confirmation from Operations. Warning! Please keep on mind, customer expect delivery for his load since it was released to us. If we cannot pick up (that means deliver) load on time, customer must has opportunity to move it with another broker to ensure timely delivery. If we did not move load and ALSO did not inform customer about cancelation on timely manner there is a high risk, that customer decide to CANCEL COOPERATION WITH US! Playing games with cancelations or fake request (to secure load for yourself) will be punished by penalty on the full amount of planned profit on such load or dismissal. S6.6.4 TONU Carrier may demand Truck Ordered Not Used (TONU) compensation when load was not ready for pick up or trailer doesn’t comply with DOT federal safety regulations. DOT Trailer Inspection Requirements Checklist According to the U.S. Department of Transportation’s Federal Motor Carrier Safety Administration (FMCSA), the following items on the DOT trailer inspection checklist will be reviewed to ensure that your equipment is operating as intended: Brake connections Brakes Doors Hitch Landing gear Lights Roof Springs Tires Wheels All trailers also must be equipped with valid plates and registration. Missing plates and/or registration may be a reason for refusal to pick up trailer. Carrier also cannot move trailer with malfunction on one of the mentioned systems. If carrier insists the trailer is in “bad condition”, it cannot be a reason to refuse pick up unless one of the listed above items doesn’t have place. The condition of the equipment is subjective instance and depends on the decree of every single driver. We cannot accept request for TONU if none of the listed above systems are malfunction and/or plates/docs are missing. TONU to the carrier can be paid to the carrier only when all proofs are submitted to agent. TONU payment to carrier because of trailer was not ready or mismatching to DOT requirements were found at the pick up time, will not be calculated to agents commission. From another hand, if carrier requesting TONU because of miscommunication with agent, when equipment at the pick up is not the same type as were promised to the carrier at the beginning, and agent did not email trailer details to the carrier, or agent provided pick up hours against shippers info, such TONU payment will be calculated with negative commission to agents salary. Lets say we are trying to cover 53’reefer NO UNIT swing door, carrier did not receive any description of this trailer and book REFFER trailer assuming working cooling unit on it. On the pick up driver refuse to take non-working reefer trailer and ask TONU. In this case agent takes responsibility for mislead carrier. If you receive refusal to pick up because of trailer condition OR request from the carrier for TONU, please ask carrier to email you pictures showing non-working, broken items as a proof of mismatching to DOT requirements. Agent must make additional comment for TONU on cancelation email, when there is mismatching to DOT regulations with supporting pictures from pick up. S6.7 PAST DUE Policy Back office team (BOT) may apply to agent to ask for help with past due loads. For all loads in transit we supposed to have daily updates about trailer relocation to ensure delivery on time. Every update should bring us exact trailer location (City, ST) and ETA. All updates must be posted in CRM by back office team. While on the phone with dispatch find location on the map and check distance to delivery. Calculate how many time it will takes to deliver trailer from exact point to delivery (based on 600 miles a day). If we see, trailer is rolling in opposite direction to next unloading that brings trailer far away, and it makes timely delivery suspended, WE MUST NOTICE dispatch about that and ask him HOW HE IS GOING to deliver trailer on time! Here is some signs of missing communication with carrier or following past due delivery: - If we feel, dispatch is playing games with us OR - Hang the phone when hear agent voice - Put you on hold and never get back to call - Promise to call you back “later” and never did - Cut off your calls in the middle - Saying he is very busy at the moment - Etc… When trailer enroute and/or past due Back Office team may contact agent for further assistance and extra pressure on carrier to ensure timely delivery. Carrier MUST FEEL your concern about this load. Carrier must feel uncomfortable all the time to complete delivery as soon as possible. Load will remain assigned to Agent and full commission will be paid for timely delivered loads. b) We are highly recommend BOT to apply for agent assistance when your load get to Past Due status. If agent got PROVEN DETAILED PLAN for delivery from carrier and delivery can not be completed in 5 days past due because of PROVEN SUFFICIENT REASONS, this loads stay beyond agent. c) After 5 days in Past Due status load will be automatically assigned to Back office team for delivery. It is still agents responsibility to help and/or assist BOT to deliver this load. Agent will receive flat commission $5 from Past Due loads with 5+ days delay. AGENT RECEIVE FLAT COMMISSION $5 FOR LOADS TAKEN TO BOT. NO CHANGES IN COMMISSION WHEN AGENT ASSIST BOT IN TRANSIT BY DEMAND FROM BOT. S6.7.1 Past Due/ How to handle Have to make updates for PAST DUE LOAD status in CRM every day (NO EXCEPTIONS) twice a day 10.00 am and 1.00 pm. If you got detailed update in the morning on the second call check if everything goes by the plan or clarify progress in transit. First update should be provided by 10.00 am. All the info that agents receive from carrier should be posted in CRM clearly with details. Then this update should be negotiated with BOT. When you reach carrier, first please bring him details on load you are calling for (trailer from Origin to Destination, load#XXXXXX). Try to be patient but concerned. You should find solution with carrier or give him advice how to complete this delivery. All situation are different, so you should have couple templates for common cases. Carrier is Not Picking calls - Dial number 4-5 times one after one to get reply. Repeat in couple hours and then again.  - If no answer, please try to call carrier using different phone# - Check different phone## for carrier in CRM by searching records by MC#. Try to call different phones. - Check different phone# at SaferWatch. Try to reach carrier at different phone#. - Chat with HelpDesk in CRM requesting different phone# for carrier from TMS - Send text messages to carrier - Email carrier. Lifehack: For more contacts check DRIVER phone# at the bottom of SIGNED RC!!! When texting and sending emails, send couple of messages completing one another. Please put on subject of email Origin-Destination Load# Start email from complete details for Past Due load Sample Hello, You are moving for us trailer Phoenix AZ Orting WA Load# 405221. We need update on current location for this trailer and ETA. What is the reason for delay. Please update me as soon as possible. This load is PAST DUE and my customer is losing patience now. We need to get it delivered ASAP Hope to hear from you soon. Texting to carrier/Sample Msg1 - Hello Msg2 - I need update for my trailer Phoenix AZ Orting WA Load# 405221. Text me current location & ETA plz Msg3 - This trailer is Past Due. Need update ASAP You suppose to send 2-3 emails a day and/or 5-6 text messages till you get detailed update from carrier. All replies from carrier MUST be posted in CRM. When you getting update from carrier, remember that you need sufficient info to ensure delivery as soon as possible. Ask carrier questions to clarify, if carrier got a plan for delivery - What is current location for trailer? (You need to understand if dispatch track the trailer and follow him. With trailer location check how far is it from delivery and calculate time for delivery based on 600 miles/day) - Is the trailer loaded or empty? Do you already book a load heading toward to destination? (That will give you a clue if the trailer will move soon or keep sitting somewhere) - What is destination for load and what is schedule for unloading? (Try to figure out if trailer will be moved toward to delivery or other direction. If load heading to different direction, try to push on carrier to get trailer delivered immediately and no more loads on the trailer) - Will you deliver trailer right after unloading? (Make sure, dispatch doesn’t have any plans to load trailer one more time!!! More loads – more delay with delivery. You should not allowed carrier to load this trailer any more, unless next load will bring trailer to delivery!!!)  - Do you think you can deliver trailer till 5pm? Do you want me to call to consignee and notice them about possible after hours delivery? (With this question you are trying to see if dispatch keep lying to you or really can deliver trailer the same day after unloading) - You may also ask driver name and phone# (to verify dispatch statements) If carrier is telling about truck broke down or driver sickness, etc. Ask following questions: - If trailer is loaded or empty now? (see above) - Does it stored at secure and safe yard? (We need to be sure, that trailer is parked in a safe place) - Was parking paid? (Unpaid parking may ends up with towing. In case if trailer will be towed, we will need to pay extra high costs for towing and associated fee) - Get address for parking lot (Check on google maps how that parking lot looks like, post address in CRM) - Ask to send you receipt/work order for truck repair (to forward it to customer as excuse for delay. All reasons for delay should be proven!!!) - Ask to send you pictures of trailer with unit# (We should understand, that trailer still on carrier possession and not damaged) - Ask how long repair/illness might take? (We need some ideas how long it might takes to get trailer back on the road to estimate delivery time) - Ask if there is another truck to deliver trailer to destination? (We need to force carrier to make delivery with all possible options) - You may also ask driver name and phone# (to verify dispatch statements) Based on the answers from carrier you need to make decree if load can be delivered in meantime. If so, follow carrier every day to see if they follow the plan for delivery. Keep your team lead updated about progress. If you can not get any SPECIFIC updates from carrier for 3 sequential days Past Due or always got reply – Will be delivered tomorrow/Friday 5pm/next Wednesday... (that means NEVER) inform MNG about that. For all situation, when you feel carrier can not complete delivery, send notice to operations and MNG with detailed explanation of reasons. Based on info we get from update and Customer’s intention Operations make suggestion about further steps. Attention Non of the loads can be moved to Delivered status unless you have email from carrier with delivery notification or call recording with notification of delivery (with carrier or consignee). You should clearly mention Origin-Destination and unit/vin# for trailer in your phone call or email confirmation from carrier. All loads with NO confirmation of delivery should remain in Past Due status. All confirmations of delivery MUST BE POSTED in CRM before you change load status for Delivered. S6.7.2 Past Due/ OPERATIONS’ action Once according to updates there is a suspicion that EROUTE order looks like past Due, Back office should be notified. When the carrier failed delivery for more than one day after scheduled one in RC, responsible Operations manager moves order to Past Due status. Operations also have to pay due attention to Past Due load, control update initiate asking agent’s assistance or manager’s/ Claim mng attention. Operations also have to update Customers in a meantime and negotiate with them further steps on solving the situation. S6.8 POD As long as carrier got communication with Back Office and agents during his job on order, carrier may submit POD to either party. Carrier can not get paid for load, unless valid POD will be provided. We also can not bill the customer or get commission without POD. POD is the last, but at the same time most important part of brokerage. No POD – means no money for carrier and broker. Thus, both parties should be interested to finalize order with POD and get paid. It is obligation of BOT to receive POD from carrier after delivery, from another hand, in some cases carrier might email POD to Agent. The might check latest emails from carrier in CRM. - If load still Enroute/Past Due when you receive POD, notice BOT via CRM chat - And add delivery date to CRM If BOT can not get POD by themselves, contact carrier on your end with all possible channels to get signed POD (phone, text, email). You can also try to contact consignee to confirm delivery with them via phone. You can try to get POD from consignee as well to your email. S6.8.1 No POD If dispatch is positive about delivery, but can not send you POD, get driver phone# from him and try to receive POD from driver. You may also contact carrier’s accounting or factoring company to get POD (ask dispatch to provide such info) Load was delivered but nobody was at the site to sign paperwork to driver. Ask carrier to fill out BOL (Origin-Destination, trailer unit/vin#, date of delivery, driver name and signature) and send it to you as statement of delivery. You might need to re-send blank BOL to carrier. When dispatch insist he has already sent us POD go to Carriers folder and check POD there, If no saved POD in Carriers, you can contact HelpDesk via chat in CRM asking to check uploaded POD in TMS. S6.8.2 POD submission/ Transfer responsibility If you receive POD from carrier you need to A. Save POD to carrier folder with proper name B. Send email (with email templates) to operations C. Receive email confirmation from operations – Accepted D. Done If operations got some concerns about quality of file or missing details, get back to carrier to fix it. Repeat instructions above one more time till success. S6.9 Transit ISSUE Please read careful this section and take immediate action if one of the following happen. Definition. Anything that goes wrong with pick up, moving, delivering should be considered as a Transit Issue. Here is some situation, that should be considered as issue to list a few - Trailer is not ready at pick up - Trailer can not be found at the pick up - Trailer in bad condition/ doesn’t DOT compliance - Missing plates or registration - Shipper doesn’t want to release trailer to carrier because of some reason - Something wrong with trailer/ tires, lights, brakes, air leak, etc. - Driver needs/ask for advances - Carrier got truck broke down, that will cause delay - Carrier got issue with drivers, that will affect delivery - Driver asking to drop afterhours or over weekends - Receiver refuse to receive trailer - Nobody sign inspection on delivery, etc. Once you get noticed by carrier about anything unusual, you need immediately notify operations about all known circumstances via Transit Issue email. Use templates from Email folder. Wait for advice from operations. Here is some standard issue, that will require following steps S6.9.1 Tire blow out Tire blow out happen very often in trucking business. A. Check release email for this load for specific instructions for repairs from customer; B. check RC comments as well. C. If there is instruction how to handle broke down, forward instruction to the carrier. D. Inform Operations via Transit issue email E. Get carrier location and details of broke down F. Ask carrier to collect pictures of damage, get driver phone# The most of customers ready to reimburse tire repair on used trailers. We can update carrier RC according to repair receipt upon confirmation from customer. In order to process reimbursement we need to provide supporting evidences to customer: - Picture of blown tire - Receipt from the shop with trailer Unit/Vin## We will add reimbursement to the carrier rate confirmation, when customer confirm us full reimbursement. Attention! There are customers, who disagree to reimburse repairs in transit. Do not promise reimbursement to carriers if they got issue with trailers for this customers: Brown National Leasing, Price Sales. S6.9.2 No trailer at the pick up. A. Inform Operations via Transit issue email B. Verify with carrier/driver unit/vin# and pick up address C. Call to pick up and ask someone to help to find this trailer D. Wait for reply from customer and/or further instructions from operations S6.9.3 Afterhours delivery. Unmanned yard. A. Inform Operations via Transit issue email B. Call to consignee and ask, if it is possible to drop trailer in mentioned time/date C. Ask if there is a check guard or somebody, who can receive it after hours D. Ask if there is open lot at the facility or gate code for after hours delivery E. Ask where driver need to leave BOL for inspection (if possible drop after hours) F. Share with carrier contact phone# of receiver. G. email to carrier detailed instruction for after hours delivery (if approved by receiver) H. Pictures of the trailer on delivery yard with visible unit# is MANDATORY for all after hours deliveries The same procedures should be taken for delivery on unmanned yards S6.9.4 Truck broke down A. Inform Operations via Transit issue email B. Ask to provide you location for the shop/trailer C. Ask how long might take truck repair D. Ask, if it is possible to deliver trailer with other carrier’s driver E. Check, if the trailer is loaded or not F. If repair time uncertain or over than 5 days, ask, would carrier agree to release trailer to another trucker for re-delivery (will need pics of trailer, exact address, phone# for responsible person at the site, proof of paid storage fee, if applicable) S6.9.5 No loads, wrong directions If you figure out, that carrier far away from delivery at the end of approved possession time, complaining about NO LOADS, stating about plans to move further opposite direction from delivery (with distance to delivery over 1000 miles), immediately come for assistance to operations. You should remind carrier of agreed time in transit, warning about possible past due delivery, explain all negative subsequences to consignee and us because of delay. Try to attract carrier to change plane and deliver trailer asap. Will need plan for delivery and ETA. S6.9.6 Past Due. You need to make all efforts to force carrier to deliver trailer as soon as possible. All legal and reasonable promises is OK. Try to get from carrier answers to all of the following questions 1.What is exact trailer location – City and State 2. Is the trailer loaded? If yes, what is destination for the load? 3.Does he got load heading to delivery? if yes, what is unloading point and what is the time for unloading (check on the map how far is it from delivery) 4. Based on distance from unloading to delivery, ask will they drop trailer the same day right away? Should we check possibility for after hours delivery 5.If nothing specific was told on previous question, ask to send you pictures of the trailer to prove it hasn’t not been damaged. 6.Ask direct phone# for driver. 7.Put detailed update in CRM, contact operations for further instructions Please keep on mind. We never practice advances to the drivers. If the driver needs funds for fuel or something else, he should apply to his dispatch or factoring company or broker, who release them a load. Depending on type of issue and carrier demands for resolution (yelling, screaming, threaten, etc.), you can come to operations and bring all concerns regarding issue. Agent can not leave office, before he brings solution to the carrier or email carrier with proper instruction. All and any claims against the company, like Truck Order not Used (TONU), layover requests will be applied in the amount of 50% of such penalties to agents salary (when happen because of agents careless attitude or no action).