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Customer Service
Customer Service Representative Expectations

Overview: To manage the daily needs of the customer, while making sure they are aligned with the company’s goals at the same time.
 

  • Eliminate deadhead miles on Company tractors and limit as much as possible for Owner Operators.

  • Maximize HOS (14 on duty, 11 driving)

  • Hit daily revenue goals to be set by Operations Manager

  • Remember company tractor deadhead goal of 15% when booking broker freight for backhauls

  • Meet Customer expectations, while having an internal goal of OTP & OTD at 99% or above

  • Routinely check Outlook, D1 & Emails

    • Prioritize all information received

    • Follow up & resolve issues

    • Ensure any issues from previous day(s) are wrapped up (ie lumper receipts, missing BOL’s)

    • Send Pass Down email to After Hours

  • Communicate with Planners, Operations Manager & Sales if there are capacity issues (under/over booked) or any other Customer or freight related issues

  • Tractor/Trailer Breakdown – Load Recovery

    • Confirm Planning is aware of the breakdown as soon as you are made aware.

    • Inform Customer / Broker if breakdown is going to put OTP/OTD in jeopardy

    • Keep Customer/Broker updated on repair/recovery progress

    • Pass off to next shift if necessary to track if load is not moving again before your shift ends

    • Interact professionally and productively with drivers, peers, customers & leaders.  Regardless of how a driver or customer acts, we must always speak to in a professional manner.

  • Actively reach for and attain operational goals

    • 550 miles per day

    • 2750 miles per week

    • 11000 miles per month

    • Orders booked per day goals TBD

  • Promote a culture of Safety before anything.  No load is so important that it must be run unsafe or illegal.  The driver’s most important stop they make every day is the one where they stop to end their shift safely. 

  • Comply with all DOT & FMCSA regulations. 

  • Integrity & Respect

    • Be honest in all interactions

    • Follow through on commitments

    • Enforce company policies & guidelines

    • Listen to opinions and concerns with an open mind

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