Creating a New Customer Record
1. Create Keypoint code for Customer. Code should always be the first 3 letters of the customer’s name, followed by the first two letter of their city, and then their state abbreviation. (Ex: KRONATN = Kroger Logistics in Nashville, TN)
2. Enter Name/Address under Customer Records
3. Three types of customer records:
- “Customer” - this box should be checked in the Customer record to indicate their “main” account - it will be primary on all orders, and typically reflects the Customer’s Headquarter address
- “Bill-to” - this box should be marked if the address listed in the record is also the address which should appear on the invoices
a. This record will store all information related to how the customer is billed.
b. When setting up a new “bill-to” include the Accounts Receivable Department by emailing firstname.lastname@example.org to ensure all billing processes have been discussed and recorded properly
c. If the “Bill-to” address is different than the “customer address” be sure to enter the “bill-to” code into the “customer record” in order to link the two accounts
- “Pickup Point” and “Delivery Point” - these boxes should be marked to indicate if the address in the record is a Shipper and Consignee
4. When building a new “Shipper” or “Consignee” BOTH Pick/Delivery boxes should be marked in the Keypoint record
5. Go to Establishing Credit for a New Customer for SOPs related to establishing credit limits and connecting with the Accounting department to ensure everything is set up for billing purposes
keypoint dashboard → Operations → Order entry FULL
1. Enter all necessary information needed for billing the Customer on the main tab. The load must be built with the approved Customer Bill-to Address. Use this tab for Customer information only. It will not print on Carrier Rate Confirmation.
2. All numbers pertaining to invoicing the Customer must be notated. This may include: the CMV#, PRO#, SID#, BOL#, and all PO#'s associated with the load. If the correct number is not present, it may hold up payment of the invoice and delayed commission.
- ONLY fields “PRO #”, “BOL #” “ORDER #” and “PO#” on the main tab will show up on the customer invoice
3. Select the appropriate equipment such as “TL" or "LTL" in the order type drop down menu. Notate all eligible equipment for the load in the “Equipment Type” field.
- Equipment types are abbreviated as follows: VA - Dry Van Only; RT - Refrigerated "Reefer" Trailer; VR-Van or Reefer, VM-Van Team; RM – Reefer Team; PO-Power Only; Z – Hazmat; F - Flatbed; SD - Step Deck; FD – Flat or step; IMDL-V – Intermodal V; IMDL-R – Intermodal Reefer
4. Use the Line Items on the Main Tab to store information regarding load charges and commodity - this is the tab where we itemize charges (accessorials, line-haul, FSC, etc.).
DROP TRAILERs: If building a drop trailer load, the Order Type 'DROP' should be used. If the order needs to be tracked like a FTL, order type 'TL' should be used and the word 'DROP' added to the 'Notes' section of the Main - Name/Address tab
- Two options for setting your max spends
a. If OVER 300 miles: enter max spends as $$ / mile
b. If UNDER 300 miles: enter max spends as flat $$ figure that does not end in $5 or $0
Billing the Customer
- For an "All-In" rate, 1 line item with the sum of all associated charges will suffice.
- For an "Itemized" rate, the charges must be listed separately. Typically, an itemized rate will be broken down to show the Line Haul rate, Fuel Service Charge [FSC], Stop Charges, and Accessorials.
- As T1 begins to use EDI for customers, using the "Multiplier, Rate, & Charges" fields will become imperative. Use the multiplier field to indicate the type of charge and enter the cost in the rate field for each line item. Doing so will populate the billing cost in the charges fields. The price must be listed in the charges column using the appropriate multiplier or it may not be electronically submitted to the customer for payment correctly.
- Lumper charges must be added after the load has delivered - and may not be added until a copy of the receipt has been received. The lumper is added after delivery so the Carrier Rep does not believe there is additional money in the load! Any other accessorial charges such as detention must also be added after the load delivers and before it is invoiced. Any accessorial approvals from the customer (via email, updated load tender, etc.) must be saved so they can be sent with the invoice and all supporting paperwork.
a. Enter a brief description of the product being hauled. No need to be too specific.
i. Frozen Foods, Palletized Water, Tractor Parts are all examples of sufficient descriptions.
b. If the load is 1 pick & 1 drop, enter the exact or estimated weight, piece count, and piece type. If there are multiple picks, it is best to only list the commodity and appropriate charges on this tab.
c. For multiple picks, either use the Line Items tab under each pick up to designate the count and weight of the cargo pertaining to that each stop. It must be done this way to print appropriately on the Rate Conf. Also - making detailed notes under each stop will work. The key is to make sure the driver is aware of the space he will need to fit all of the product on the trailer.
- The Status flag boxes are located on the Main Tab.
- "Hazardous" flag usedto put a load on hold. DO NOT book trucks on loads with this flag.
a. If marked “Hazardous,” check the Internal Comments tab for more information. The product may not be ready on the tendered date, or there could be an issue with scheduling an appropriate appointment. The person putting the load on hold should always notify the Customer Rep of the issue. Remove once the issue has been resolved.
b. Use “Hazardous” after a load delivers to delay invoicing. Best to do this if accessorials are pending, OS&D occurred, or there is a claim. Check the Internal Comments and Check Call notes. Finish the load when it is ready to invoice.
- "Hot" flag usedto indicate an appointment is missing. When building loads always check this box if the appointments are not preset. Remember to uncheck the box once scheduling is complete.
- "Direct" flag usedto show the load is covered, but Carrier Rep. is waiting on setup or approval. This flag indicates to all Carrier reps they can stop working to cover the load. The Customer Rep is responsible for removing the flag.
- Press the “Conf Rec’d” button at the bottom when a signed Carrier Rate Confirmation is scanned into Paperwise. We should not dispatch the driver if the dot is not glowing green!
- If a Carrier falls off, the Carrier Rep is responsible for removing the green dot, and deleting the old confirmation from Paperwise.
- When building a load, enter the proper abbreviation to populate the Shipper's address. If the address is not found, a new Customer Record must be created for the specific address. (See Creating New Customer Record SOPs).
- Enter all pertinent numbers associated with the pick-up in the proper fields. If the load requires a "Reefer," the temperature must always be noted for each pick up. Selecting a button from the left will open additional fields if needed. The button’s text will turn bold if additional fields are in use.
- Any special instructions concerning the individual load i.e. "4 load locks," "Late Fees," "Call ahead," “$45 lumper” should be noted. Everything in this tab on all lines will print on the Carrier Rate Confirmation!
a. The Customer Records also contain customer specific information meant to print on the RC (Customer Records → Notes) - the upper portion of notes is meant for Internal Notes on the customer, and the bottom portion “Directions” will print on carrier’s Rate Cons. Carrier Reps should familiarize themselves with these requirements so there are no surprises when booking loads.
- If the Carrier requires additional paperwork in advance of the pick-up, please indicate in the Notes field. It is the Customer Rep responsibility to have any extra paperwork available for the Carrier Rep booking the load. The Carrier Rep will ask for it upon securing a Carrier and forward it on appropriately.
a. Ex. “CARRIER NEEDS CUSTOMS PW,” “CARRIER NEEDS EXIT PASS,” “CARRIER NEEDS DIRECTIONS.”
- The tendered shipping date must be entered. Always record how or who scheduled the appointment. Keep emails on record until after the load delivers. [Via Retalix, One Network, Per Susan] - If you are unable to schedule an appointment at the time of building load enter specific notes in Internal Comments tab (i.e. Left voicemail for Susan at shipper to schedule pick 5/11 @ 1400).
- If the time is unknown, "0" out the fields until an appointment is scheduled. Use the "Hot Flag" if any appointment is unknown. Remember to unmark after all appointments are set. If the facility is FCFS, remember to always confirm the order is ready and verify the warehouse’s shipping hours.
a. Warehouses reduce or change normal business hours for inventory and holidays often without notice. Always call to confirm orders and product availability.
- If the load requires multiple pick-ups, press "Add Pick-Up," and repeat all necessary steps for each additional stop. If the load requires multiple pick-ups, use the Line Items tab to record the piece count and weight of each individual stop.
- Use the Routing Tab if the stops must be re-arranged in a more efficient manner.
- Enter the proper abbreviation to populate the Consignee's address. If address is not found, a new customer record must be created for the specific address - Check both Pick and Delivery Point for new Warehouses entered in our system. (See Creating New Customer Record SOPs).
- Fill in the fields in a similar manner to any pick up. Record all pertinent numbers associated with the delivery in the proper fields.
a. Again note any special instructions the Carrier must know to unload at the Consignee. If possible notate the price or alert the Carrier a required lumper service is expected.
b. The required delivery date must be entered. Always record how or who scheduled the appointment. Keep emails on record until after the load delivers. With FCFS facilities, never assume the load will be received or that the facility is open on the tendered date.
i. If the time is unknown, "0" out the fields until an appointment is scheduled. The "Hot Flag" must be marked if any appointment is unknown and unmarked after all appointments are set. If the facility is FCFS, remember to confirm the warehouse’s receiving hours. Some facilities only receive certain types of product such as dry, perishable, or frozen during specific hours. If you are unable to schedule an appointment at the time of building load enter specific notes in Internal Comments tab (i.e. Left voicemail for Joe at cons to schedule delivery 5/11 @ 1000).
- Use "Add Delivery" to add another stop and fill in the necessary fields. Use the Routing Tab to re-arrange the deliveries in a more efficient manner.
- Once the Order is completely entered, write the Order# on the tender, and place it in the tray to be scanned into Paperwise.
- In some instances, multiple orders may all correspond to the same shipment. When this is the case, one order may show no charges to the customer. Also, only one BOL may exist between the multiple orders.
a. When this is the case, the orders need to be noted accordingly in Keypoint so the Billing department can ensure everything is present prior to invoicing the customer.
b. In the order with NO charges to the customer:
i. On the main/name/address tab in the “Notes” field state: “CUSTY CHARGES ON _(order number)__”
c. In the order with charges, note which other orders we need the POD from:
i. On the main/name/address tab in the “Notes” field state: “NEED POD FROM _(order number)__”
- Examples of orders needing paired include:
a. Needing to re-power/redeliver a load with another carrier other than who was initially assigned
b. When a customer wants separate invoices for separate POs, even though they are actually being hauled by one carrier/load (Nation Pizza)
Appointments and Information Gathering
QUESTIONS TO ASK WHEN SCHEDULING
When scheduling loads, the following information should be gathered which can effect our capacity/rate. If 'V' or '53V' is listed as the equipment type, the assumption will be the shipper can absolutely not load a reefer. If we can load Van or Reefer, we must list equipment type as 'VR'
We must also differentiate the equipment type by type of order- SPOT or CONTRACTED (53V SPOT vs. 53V). If you are unsure if the load is spot or contracted, please ask the Account Manager or Customer Sales Rep.
MUST KNOW INFO:
1) Shipping/Receiving Hours (Late Fees?)
2) Pallet and/or piece count (allows T1 to hold carrier liable for leaving anything behind)
3) Specific Commodities being shipped (ie. Pizza, vs. Food)
4) Equipment Options (Van or Reefer, or either. If Reefer, what is the temp of the product/pre-cool expectations? Continuous or cycle mode)
5) Lumpers Required?
IDEAL INFO TO KNOW:
6) Pallet Dimensions
7) Other contact names/ numbers/ emails
9) Any other pertinent details respective of the customer the could prove useful
1. When scheduling an appointment, verify the required dates, and eligible equipment for the shipment.
2. Estimate the necessary travel time from shipper to consignee taking necessary hours of service breaks, terrain, and traffic into consideration. If scheduling in advance, it is typically best to schedule pick-ups in the afternoon (to allow drivers to deliver previous loads) and deliveries in the morning. However, some facilities may limit receiving hours to night time deliveries only.
3. On loads with multiple picks or drops, do not forget to allow for the minimum 2-hour load time in addition to travel time between every facility.
4. Never assume the driver can do more than 50mph.
5. Follow site-specific procedures like email only for appointment; submit request form, schedule in TMS, or leave voicemail. Do not be afraid to ask for a better time if the first one will not do!
6. When adequate times are obtained, enter the appointment in the Pick-Up and Delivery Tabs. If required, update the TMS with the appropriate information.
7. With First Come First Served Locations, verify the product will be ready on the tendered date every time at every FCFS facility.
8. Remember to confirm the temperature on reefer loads every time as some vendors supply different freight at varying temps. Do not forget to record who confirmed the products availability.
9. Notate any new confirmation or pick up numbers assigned when the appointment was granted. Indicate who or what granted the appointment (i.e. Per Jody / Per Web) & do not forget to unmark the “Hot” flag on the main page!
10. Stay Organized. Always keep related emails and documentation concerning confirmations until well after the load delivers. Resorting to the paper trail can occasionally be necessary.
11. If the times provided will not allow the necessary travel time for the tendered dates, escalate the situation to the Customer Representative to request a date change.
12. If no one can be reached after multiple attempts to schedule, the situation again should be promptly brought to the Customer Representative’s attention to take necessary action with the appropriate contact.
13. Site specific Information
- When calling for appointments, it is a great opportunity to gain information about the Shipper or Receiver.
- Ask if there are any accessorial fees for loading or unloading. Does the facility require a lumper service, if so how much should the load cost?
- If the facility requires an appointment, inquire about the weekly shipping and receiving hours. Verify the work in policy if the driver is late. Are there any late or reschedule fees if the driver is late? If so how much does each cost and is there a grace period?
- Verify the eligible equipment allowed. If the load is dry, will the facility load a dry clean reefer unit? Does the facility require “Swing doors?”
- If a flatbed load, ask if the freight can ride on a step deck trailer.
- If possible request a hard copy of written directions to the facility.
- If unavailable, ask for the best phone# a driver may call when in need of directions or manually write them down when provided from someone at the facility.
- In down time, it is a great idea to manually record written directions in the warehouse record. They can be printed on the Rate Confirmation and are a big help to have on hand. If you are manually entering Directions note, “Directions per David at shipper.” We cannot be liable to provide directions to drivers unless they were specifically from shipper/cons/customer.
- Also, inquire about any other possible special instructions.
a. Is the driver required to wear any special safety equipment such as hard hat, vest, etc?
b. If a port, is a TWIC card required? Is an escort fee required?
14. Late pick / delivery situations (for live loads)
- Confirm the driver will be considered a “Work-In” if late. Record who confirmed Work-In status.
- If beyond normal hours, ask if the consignee will wait for the truck.
- Take notice of any potential overtime or late charges.
- If the Consignee will not wait, it may be necessary to reschedule the delivery appointment.
- Have Booking Rep update their Carrier with new appointment time.
Establishing Credit for a New Customer
1. Have the new customer complete the “T1 Customer Credit Application” document saved in the “Customer Packet” folder on the Shared Drive.
- Required information from this form includes:
a. Confirmation of load value (under $100,000)
b. Confirmation of Payment terms - Always request net-15 although most customers will come back at net-30. This will speed up the time we are paid and count toward your commission
c. AP Contact Information (name, phone and email)
d. Billing Methods - D0 they accept invoices via email, fax, or snail mail?
e. Credit References
2. Email completed form to T1 Credit Department (email@example.com) to request a line of credit be established in the customer’s name. Credit Department will check D&B for credit report.
- Credit department may require Customer Rep to call credit references.
- If credit references are required, have the reference complete the “Credit Reference Form” saved on the Shared drive. You may complete this for the reference ifyou speak with the reference on the phone.
- Completed credit references should be sent to T1 Credit department in order to establish credit.
- All credit reports and references will be saved in the “Customer Record” in Keypoint on the “Objects” Tab.
Releasing a Customer from Credit Hold
1. When building loads, please take note if the load goes onto instant credit hold.
2. If it does, please send an email to firstname.lastname@example.org requesting the credit limits for that customer to be assessed and extended as possible.
- Credit will only be extended when we know customers will be paying in a timely manner.
3. If no credit references have been collected yet:
- Ensure credit reference contact information is on file. Contact references from at least two companies. Use “Credit Reference Form” when completing references.
- Attach credit references to customer “objects” tab.
- Send email to email@example.com asking credit department to assess the credit limits based upon the new references provided.
4. If credit references have already been collected:
- Send email to firstname.lastname@example.org asking credit department to assess the credit limits based upon their payment history.
- If D&B report saved in file is over 1 year old, new D&B report should be run by credit department.
- As credit department deems necessary, ask customer to expedite payment on oldest loads.
5. Loads should not be released to the Carrier Sales boards until credit limits have been assessed and adjusted as deemed appropriate.
Customer Tier Assignments
1. All “gifted accounts” are assigned a “tier” based upon credit and potential growth. Tiers are broken into 3 classifications:
- Tier 1: Customers are publicly traded, have excellent credit rankings per D&B, have large annual revenue, and have great potential for sales growth (Example: Nestle, Pepsi, Quaker, SYSCO)
a. Initial credit limit granted must be equal to or greater than $75,000
b. Any load losses over $200 (max $500 per month) must have written approval by JT or JF.
- Tier 2: Customers have good credit rankings per D&B, have acceptable/established annual revenue, and have potential for average growth. Tend to be smaller companies (Example: Gregory Packaging, Nation Pizza)
a. Initial credit limit granted must be equal to or greater than $5,000
b. Any load losses over $100 (max $200 per month) must have written approval by JT or JF.
Tier 3: Customers meet minimum required credit limits. May only move a few loads for these customers. Anticipate low growth potential.
a. Initial credit limit granted must be equal to or greater than $1,000
b. Any load losses must have written approval by JT or JF.
2. Based on D&B scores, all customers, across all tiers, must maintain a Commercial Credit Score and a Financial Stress Score no greater than 4. If a customer ever receives a score of “5” they will be placed on immediate “DNU” status until scores improve.
3. Customers will be assessed on a quarterly basis, and may be re-classed into new tiers upon review of credit history, payment history, and continued potential growth.
- To be re-classed into a higher tier:
a. Credit limit granted must surpass the minimum for the next level
b. Must be current on all invoices
4. To determine what tier a customer has been ranked by the credit department:
- Go to customer records in Keypoint
- Go to the information tab
- In the bottom right corner, the first “flag” box will indicate “1” for Tier 1, “2” for Tier 2, or “3” for Tier 3
5. Load counts and gross profits are updated at the first of each month, and reports are shared with respective Customer Sales Rep and his/her manager in Google Drive.
6. Customer reps will not have access to truck search boards unless granted approval by JF or JT.
1. Tiered/gifted accounts will be reviewed on a quarterly basis to determine if they will remain with a current rep.
2. Growing an account: If average quarterly sales increase from previous year’s quarter, account will remain with current sales rep.
- Ex: comparison between sales from 2014 3rd quarter to 2015 3rd quarter).
3. Retaining an account: If sales have remained the same (within +/- 10%), account retention will be determined on a case by case basis.
- Will take into consideration if an account is seasonal.
- Will take into consideration if an account has reached a “ceiling”.
4. Reassignment of an account: If average quarterly sales have dropped in comparison to previous year's quarter, or quarter over quarter sales decrease, the account will be eligible for reassignment to another sales rep/account manager unless deemed seasonal.
1. Follow any Customer specific procedures for requesting the accessorial payment. These specific procedures should be noted on the “Comments” tab of Customer Record.
2. Submit proper request forms, update TMS if needed, and notify the appropriate contacts.
3. Verify with the Customer how much will be reimbursed - get it on paper/email so we have paper trail
4. Add the approved dollar amount to the Customer Main Tab Lines Items.
5. All receipts, evidence, and approval emails must be submitted to email@example.com so they may be submitted during the invoicing process. Not submitting such documents may delay or prevent proper payment.
6. Upon finishing a load where a TONU is approved & the only charge, email firstname.lastname@example.org and request the invoice be billed ASAP with supporting approval documentation.
7. Custy Rep/Account Manager is responsible for verifying any/all accessorial charges. Once all accessorials have been verified, the load may be marked as “finished”.
Customer Requirements and Shipper Specifications
WHAT: Rules/Requirements/Specifications from our customers and shippers that MUST be communicated to the transporting carrier to limit T1's liability
Examples: Temperature, equipment use/cleanliness, driver responsibilities, seals, etc.
WHO: The Customer Sales Manager / Account Manager is ultimately responsible for ensuring complete transference of shipper specifications and rules to the transporting carrier
WHERE: True 'Customer Record' Comments Tab, bottom box. Text added here will print on every rate confirmation booked with that Customer's Code.
Note: If there are separate Customer and Bill-to records, any text in the Customer code will override text in the bill-to code. All text should be entered into the customer's 'Customer Code'
WHY: Ensuring we are fully communicating everything from our shippers/customers to the transporting carriers significantly decreases T1's liability and risk.
WHEN: Every Single Load
New Customers: Ask for specifications and requirements that must be met for every shipment
Load Tenders: Add any rule/specification for the specific commodity and/or shipper
Example: "DRIVER MUST BE PRESENT WHILE LOADING AND INSPECT EVERY PALLET FOR DAMAGE"
CHECKS & BALANCES:
Monthly, the Risk & Compliance Manager will determine all new customer records created that month. The Risk & Compliance Manager will cross reference from the Customer's Contract folder and add any applicable shipper specifications/ customer requirements noted at time of contract review.
In addition, the Risk & Compliance Manager will email the account owners of all non-contracted customers to ensure all rules and specifications have been added.
Customer Sales Managers & Account Managers: Send all contracts, non-disclosure agreements, confidentiality agreements, shipper specifications, customer rules and regulations, etc. to the Risk & Compliance Manager for review. Include deadline if applicable.
Risk & Compliance Manager will review and redline any portions of the agreements that put too much risk and/or liability on T1, and save all documents to the customer's contracts folder located on the shared drive: S:\CONTRACTS\Customers
While reviewing, the Risk & Compliance Manager will complete a 'Contract Review Form' and save to the customer's contracts folder
Once the Customer Code is created by the Credit department, the Risk & Compliance Manager will add any notes/specifications/rules/responsibilities noted during contract review to the Customer Code's comments tab, bottom box, to ensure specifications print on the customer's rate confirmations.
The Risk & Compliance Manager will review all new Customer codes monthly to ensure compliance
Customer Tolerance Levels
WHAT: Customers will be ranked on their 'neediness' and tolerance of minor service issues. Highly needy/issue intolerant carriers are rated 1, middle of the road; 2, and tolerant of small services issues; 3
WHY: Is it helpful for Carrier Admin to know the neediness and issue tolerance of our customers to assist with carrier selection. If a customer is very needy and highly intolerant of minor service issues, Carrier Admin knows not to allow a carrier with serious red flags to haul loads for that customer. This increases response time for approval requests from the Carrier Sales Reps
WHERE: The tolerance levels are recorded in flag 10 of the Information tab of the 'Bill-To' record
Customer Sales Reps/ Account Managers are ultimately responsible for communicating their customer's tolerance levels via the bill-to record, or by email to the Risk & Compliance Manager. The account owner is welcome to update the tolerance level at any time, and should add tolerance levels to new customer's bill-to record as they are created
Risk & Compliance Manager is responsible for verifying shipper specifications and requirements have been added for all new customer/bill-to records, monthly. The Risk & Compliance Manager will add tolerance levels per best judgement at this time if nothing has already been entered
Carrier Admin will use the tolerance level of the customer to assist with making judgement calls related to carrier approval
1. LXPPIPA - Armada = Tolerance Level 1
- This customer is highly intolerant of minor service issues, charges significant late/rescheduling fees, and has high claim values
- We should be very selective with regards to carrier selection for this level of customer
2. REILAWI - Reinhart Food Service = Tolerance Level 2
- This is customer is middle of the road with regards to service issue tolerance. They have no extreme restrictions for carrier selection, are accommodating for rescheduling appointments, but also have a significant amount of claims.
- We should be moderately selective with regards to carrier selection for this level of customer
3. ALDBAIL - Aldi = Tolerance Level 3
- This customer is not picky about the carriers we use to move their loads. It is easy to reschedule appointments, incurs little to no late fees, and has low claims risk and low claim values
- It is safer to put **APPROVAL NEEDED** carriers on tolerance level 3 customer's loads due to the decrease in risk of claims and fees
Creating Pick/Deliver Location Records
ADD WAREHOUSE INFORMATION
Customer Sales Managers, Account Managers, and Operations Specialists should email the Risk & Compliance Manager anytime they want/need to add specifications, rules, information, etc. to the rate con-printable comment box. This will ensure the formatting is kept consistent, concise, and accurate across all records.
"BOTTOM BOX" prints on rate cons, for the carrier
On site parking allowed (y/n)
- No: closest/recommended truck stop
Fuel level requirement
"TOP BOX" for internal use
[T-DATE] [EMPLOYEE INITIALS]
[Facility Contact Name and Title]
Appointment or fcfs
SLC facility (y/n)
Dry load in reefer trailer allowed (y/n)
Preferred scheduling method
Appt scheduling hours
Reefer temp requirements
On site parking allowed (y/n)
- No: closest/recommended truck stop
- Available for purchase (y/n)
-- Yes: cost
-- No: closest facility to purchase