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Load Tracking Procedures

Use the below standards to direct your calls and call frequency. 

NOTE that these are ideal standards, but absolute minimums are referenced at the end. Anything below the absolute minimum will be classified as a failure.

Every tracking conversation should have a note. Record something for every call.  This will show patterns of poor communication and/or will convey the effort made to service the load.  Include conversations with drivers, dispatchers, shippers/consignees, customers or any other related parties to the load.

Pick-Ups

1. Prioritize and place check calls on those orderswith the earliest appointment times.

- Utilize “missed late” emails and other appt flags to your advantage so sort

a. NEAR (ORANGE) = 1 HR AND 15 MIN BEFORE PICK OR DELIVERY

b. MISSED EARLY = 1 MIN AFTER APPT TIME

c. MISSED LATE = 1 HR 45 MINUTES AFTER APPT WHEN NOT MARKED PICKED OR DELIVERED (WITH OR WITHOUT ARRIVAL CALL)

- If not already available, inquire with Carrier’s dispatch for driver information and/or request a signed Rate Confirmation.

a. If “RC” sent directly to you, forward it to ratecons@transportationone.com with the ordernumber so it can be scanned and saved internally.

- Request the Driver’s Name – Cell# TRK# TRL# and enter in the corresponding format.

a. Example: Travis-555.666.7777 TRK#888 TRL#12254B

b. TRK/TRL NUMBERS ARE REQUIRED TO BE RECORDED FOR EVERY OTR LOAD

- Utilize the check call screen to record any notes concerning the dispatch or tracking of a driver.

a. Enter the location of the driver whenever possible in the appropriate fields.  Every time you speak with a driver you should be inquiring about their current whereabouts.

b. Do your best to gain information concerning the location and appointment time of a previous delivery.  Having this knowledge helps prevent fall-offs and increases our reaction time to actual fall-offs when they occur.

c. It is essential that we stay informed of the happenings of a driver’s previous delivery so we are prepared in case of delays at a previous Consignee or in the worst case an incident of rejected product.

2. Attempt to follow-up with carriers early enough that would give us the chance to find a new carrier IF they were to not meet our load needs (occasionally, the amount of contact will be left to the discretion of the person tracking the truck)

- We do not want to be overbearing, but we also do not want to make any assumptions.

a. Some Carrier’s provide better-than-most service and do not require as much oversight.

i. In these instances, email tracking updates and less check calls will suffice.

ii. Do not assume even the best Carriers are perfect.  Check Calls must still be made.

- Being proactive is imperative to maintaining solid communication.

a. Do not wait an hour if a driver says HE/SHE will call back in 20 minutes.  Call in 30 and inquire about an ETA.  If the driver tells you He/She will arrive in fifteen minutes check back in 20.  Remain vigilant and do this until the truck finally reaches the dock.

3. Late Arrival / Fall off

- Once a driver is determined to be behind schedule, notify the customer rep/account manager and the booking carrier rep immediately so they may notify the shipper.

- If a Carrier attempts to “Fall-Off,” immediately notify the booking Carrier Rep.  Probe the driver or dispatcher as to why they cannot take the load.  If possible, pass the dispatcher or driver to the booking Carrier Rep.

a. Update the Customer Rep/Account Manager so they are prepared for situation and may notify their Customer to begin planning for recovery.

4. Arrival to Shipper

- Enter “A” in the check call screen for the appropriate location.

a. Confirm that the driver has received all of the necessary instructions for the shipper.

i. Driver should already be pre-cooled (if necessary), swept, and ready for the product.

ii. Verify the driver has all the necessary pick-up #’s

b.Check back in 2.0 hours after the trucks arrival.

i. If detention seems imminent, pass the information to the Customer Rep

ii. Timeliness of check calls is imperative.  Some Customers will not approve detention unless notified in the 2-hour free window.

iii. If Detention starts to accrue, check with the driver every 45 minutes until the driver is loaded and released with the proper paperwork.  The Shipper must write the “In and Out” times on the BOL.

- When detention disrupts hours necessary for transit, immediately advise the Customer Rep. It may be necessary to attempt to reschedule the delivery appointment.

5. Loaded

After driver is confirmed loaded, enter a “P” check call

Manually enter the ACTUAL local time that the driver was loaded (dont just mark it picked at the time of call)

Confirm driver/dispatch has all needed info to service the load as planned

Inform driver on any potential lumper charges so they have funds if delivery is after hours

Confirm delivery address on BOL matches our order.  If not, send message to account and booking rep

 

In Transit

1. All loads are considered “In Transit” until they have reached the final Consignee.

2. A check call must be made at least once a day for all loads with more than a single day’s transit.

- Enter a detailed note in the check call screen with the driver’s location in the appropriate fields.  Try not to simply accept “200 miles away” from dispatch.  Request actual cities, exits, or mile markers and verify that the driver has both the hours of service and travel time necessary to make delivery!

3. Intermodal Shipments

- Repeatedly check with Carrier to determine when the load will de-ramp.

- Advise the Customer Rep with a revised ETA so that appointments are appropriately scheduled with the Consignee.  Advise the Carrier or the Carrier Rep of any newly set appointment times.

- Update the booking Rep with any special instructions.

 

Delivery

1. Prioritize and place check calls on those orders with the earliest appointment times.

- Utilize “missed late” emails and other appt flags to your advantage so sort

a. NEAR (ORANGE) = 1 HR AND 15 MIN BEFORE PICK OR DELIVERY

b. MISSED EARLY = 1 MIN AFTER APPT TIME

 c. MISSED LATE = 1 HR 45 MINUTES AFTER APPT WHEN NOT MARKED PICKED OR DELIVERED (WITH OR WITHOUT ARRIVAL CALL)

- Remember, the driver who picked up the load may not be the driver to deliver the load. 

- Follow up as necessary to confirm the driver is on time for all set appointments.

2. On Time Arrival

- Enter “A” in check call once you have confirmed the driver’s arrival to the Consignee.

- Check back in 2.0 hrs to be prepared for possible detention accrual.

- Notify the Customer Rep immediately if detention is imminent.  Request the driver keep track of In & Out times.  The Consignee must sign In & Out times on the BOL for the request to be valid.

- Timeliness of calls is imperative.  Again, some Customers will not approve detention if not alerted in the free 2-hour window.  Continue to check back every 45 minutes until the trailer is empty.

3. Late Delivery

- When a driver is determined to be behind schedule, immediately reach out to the Customer/Account Rep and the booking carrier rep so they may notify the Consignee.

4. Finished

- Enter “D” check call once driver or dispatch indicates the load has completed.

- Verify all incurred lumper amounts and request a copy of all receipts.

- Verify any/all OS&D issues.

a. If any OS&D: Request a copy of the BOL / POD and forward it to the Customer Rep/Account Manager and claims@transportationone.com.

- If Detention – Request a copy of the BOL’s with appropriate signed In & Out times.  Do not promise any $$ without first gaining approval from customer rep/account manager.

- DO NOT mark loads as finished. Leave all loads on delivered to ensure Custy Rep/Account manager verifies all accessorials prior to the load being marked finished. 

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Tracing Failure: Definitions

Early Morning Pick

- No same day check call made at least 15 min before appt on orders picking b/t 08:15 - 09:15

- No check call made by 08:00 on loads picking before 08:00

Early Morning Delivery

- No same day check call made at least 15 min before appt on orders delivering b/t 08:15 - 09:15 to confirm GTG

- No check call made by 08:00 on loads delivering before 08:00

Standard Hours Pick

- No same day call made at least 1.5 hrs before pick appt on loads picking b/t 09:30 - 23:59 to confirm GTG

 - No subsequent call made to confirm arrived before appt/cutoff on loads delivering b/t 09:15 and 22:00

Standard Hours Delivery

- No same day call made at least 1 hr before delivery appt on loads delivering b/t 09:15 - 23:59 to confirm GTG

- No subsequent call made to confirm arrived before appt/cutoff on loads delivering b/t 09:15 and 22:00

In Transit

- No in transit call made on “TL” loads with over 2 day transit

- All loads not on TL board require special request for assistance from tracing team

Detention Notification

- No call made until MAX 2.25 hrs after pick or delivery arrival to confirm no detention/issue

- EX: Call not made until 15:00 to confirm a carrier is empty who arrived @ noon for a 08:00 - 15:00 FCFS delivery

Customer-Specific

- Fail to update load based on a customer’s specific published needs

- EX:  ontime check call is made but not in time frame needed to support EDI compliance with specific customer

Protection

- Fail to report potential load failure to account rep (protecting bounce)

- EX: Carrier informs dispatch/tracing of load failure but notification is not sent because booking rep says “it will be fine”

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Policy for Texting Drivers

Employees of Transportation One shall never knowingly text a driver if that person is actively operating/driving their motor vehicle

EVERY TIME a text is sent, it must be preceded by “PLEASE ONLY READ WHEN SAFE"

Texts May ONLY be Sent for the Following Topics:

- ComCheck Numbers

- Driving Directions

- Status Updates → Only after all other attempts have been made to obtain a status update have failed

When a request for a text message has been made over the phone, the Transportation One employee should advise that the text message only be read when safe and lawful to so

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Comchecks

POLICY:

During Normal Business Hours (7:30am – 5:00pm M-F)

The Accounting Department issues ALL Comchecks.  The Comcheck number is entered into the Carrier Adjustment screen in the Order

- Lumpers

- Pallet Exchanges

- Late Fees

- Quick Pay

- Fuel Advances: The Comcheck number may only be given to the driver after verification the load has picked up

i. Load Pick Up is verified by receipt of a copy of the BOL, BOL number, seal number, or confirmation direct from the shipper

ii. The Carrier Sales Rep or Dispatcher requesting the Comcheck is responsible for ensuring the load has picked up

The Accounting Team will confirm all Comchecks issued after normal business hours are entered into the order

 

Outside of Normal Business Hours (5:00pm – 7:30am M-F, 7am – 7pm Sat and Sun)

The Tracking & Tracing Department can issue Comchecks to drivers for

- Lumpers

- Pallet Exchanges

- Late Fees

Fuel Advances may only be issued by the Tracking & Tracing Department after approval from management

- 40% of the line haul charge, not to exceed $900

- Will not be given to carriers hauling their first load or carriers whose authority is less than 6 months old

- Carrier must be Loaded, verifiable by providing a copy of the BOL, the BOL number, seal number, or confirming direct with  the shipper

No Quick Pays are issued outside of normal business hours

The Dispatcher issuing the Comcheck after hours should enter it into Carrier Adjustments in the Order, and ensure comchecks@transportationone.com is notified or cc’d to the request email

 

procedure:

ALL Comcheck Requests should ALWAYS be emailed to comchecks@transportationone.com.

Only if the request is after hours should tracing@transportationone.com be cc’d to the request email

During Normal Business Hours:

1. Send an email request to comchecks@transportationone.com with the order #, amount requested, and reason

2. The Accounting Team will respond via email confirming the code has been added to the order

a. The code is entered into the carrier ‘Adjustments’ screen

b. The Dispatcher or Carrier Sales Rep who sent the request email can then send the Comcheck code to the carrier/driver for:

i. Lumpers, Pallet Exchanges, and Late Fees

c. Before sending the Comcheck Code for fuel advances, the person who sent the request email must first confirm the load has picked up

Outside Normal Business Hours:

1. Send an email request to comchecks@transportationone.com and cc tracing@transportationone.com with the order #, amount requested, and reason

a. If the reason is fuel advance, management approval must be received

2. The Tracking & Tracing Team will respond via email with the Comcheck code

a. The code is entered into the carrier ‘Adjustments’ screen by the Dispatcher issuing the Comcheck

b. The code can then be sent to the carrier/driver for:

i. Lumpers, Pallet Exchanges, and Late Fees

c. Before sending the Comcheck Code for fuel advances the person who sent the request email must first confirm the load has picked up

3. If a request for Comcheck was made directly with the Tracking & Tracing Team

a. The Dispatcher issuing the Comcheck will send a notification email to comchecks@transportationone.com with the order number, amount issued, and reason

b. The code can be sent to the carrier/driver for:

i. Lumpers, Pallet Exchanges, and Late Fees

c. Before sending the code for fuel advances, management approval must be received, and the Dispatcher must first confirm the load has picked up

4. The Accounting Team will verify all Comchecks issued after normal business hours were entered into their order, and make any additions or corrections as needed

 

FEES:

All Comchecks incur a fee of $5 per every $500 tier.  All Comchecks are considered an advance on the load until the proper receipts have been received. The fees incurred for issuing a Comcheck are not reimbursable. 

Comcheck Fee Tiers

$1 - $500 issued = Incurs $5 non-refundable fee

$501 - $1000 issued = incurs $10 non-refundable fee

$1001 - $1500 issued = incurs $15 non-refundable fee

$1501 - $2000 issued = incurs $20 non-refundable fee

And so on….

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