Heavy Haul Division Sales & Dispatch

Heavy Haul Sales & Dispatch Expectations

1. Customer Communication – Customers should be communicated with clearly and quickly in all dealings.

1. All e-mails require an immediate reply to acknowledge receipt of the request.  This could be as simple as “received, thanks” or “we will get to work on this” etc.
2. 24 hour calls will be made on all three contacts, (Customer being billed, shipper and consignee) prior to loading and delivery on every load.  After load delivers, the customer should be notified as well.
3. Any time a change in schedule occurs, all three contacts need to be called immediately to notify them of the changes.
4. All excel update reports (Cashman, Peterson, Daimler, etc.) need to be updated and sent by 8:00 A.M. every morning.  Team members that come in at 7:00 A.M. can update the spreadsheet between 4-5 P.M. the previous day.
5. E-mails forwarded from fellow team members should copy in the same team members in follow up correspondence to the customer.
6. All appropriate/detailed information should be gathered before forwarding on any quote requests. (i.e. Loading/offloading requirements, is there a crane involved?, How much of the length is needed in the well)
7. Billing information needs to be accurate at time of dispatch.  All required fields for each customer (PO, House #, etc) need to be input at time of dispatch to cut down on billing errors and e-mails.   Billing errors will be tracked

1. Dispatch/Driver Communication – Our drivers should be communicated with clearly and quickly in all dispatch and troubleshooting situations.

1. Drivers should be dispatched verbally with basic details (city, state, commodity) then followed up shortly after (within 30 minutes) with dispatch on the computer.
2. Voicemails should be checked regularly and driver phone calls should be returned within the hour.  If a driver is calling too often to check on load status, the check call policy needs to be re-iterated at that time.
3. Posted driver home time should be addressed every dispatch and communicated clearly before dispatch on any load.
4. Driver Services is to be notified EVERY time a load is going to affect a drivers’ scheduled time off or home time.
5. Truck locators are to be notified via email immediately when freight is assigned to a company truck.
6. All loads should be ran by all owner operators, even those outside your specific area.

1. Quoting – Quoting needs to be done quickly, efficiently and accurately with follow up.

1. Quotes should be returned within 4 hours from time of request.  Exceptions will be made for large project freight quotes; however, this needs to be communicated to the shipper.
2. Follow up calls should be made 24 hours after each quote to ensure they received the quote and to solicit feedback on the rate.
3. HH Locators should be consulted on rates regularly to check on market rates and implemented in the quoting process.

4          Sales –  Existing and new sales are the focus of this position

1. It is expected that each one continues to take care for and grow existing customers. Working with them to handle their quotes, transportation, tracking and follow up.
2. Expectations are that you continually search out for and cultivate new clients by regularly performing sales calls to different industries.           
3. Growing revenue in your region to be able to load asset equipment regularly with limited amount of deadhead and provide excess freight that you are able to broker.
4. Requirement of weekly sales calls to be made, updated and turned in.
5. Bonus programs will be implemented based on excess brokerage revenue tied to requirement of sales calls but limited to your individual sales.