Coverage RSM
On average how many daily emails does the RSM team receive?
What is “3,000"
This is the first thing Client Manager should do once a service failure is identified.
What is "notify customer"
Proactively arranges coverage for loads ending up on our JB Hunt yards and/or broken down in transit.
What is "Recovery RSM"
The team reviews daily metrics like load volume, coverage, and on‑time delivery to identify ______ loads.
What are “at‑risk loads”?
On average, how many loads does a CEAM manage each week?
What is "170"
RSM emails must have no request/unanswered emails beyond ____________ hours?
What is “1 hour"
This should always be included when sharing a service failure to maintain customer trust
What is “an action plan or next steps"
When a load has been abandoned who should a recovery RSM notify?
Who is "Director/Manager"
These loads appear active in the system but lack real movement, updates, or confirmed carrier coverage.
What is Ghost loads
On average, how many appointments does a CES set per hour?
What is 18
Yard repowers require comments within ______ hours.
What is “24 hours"
Waiting too long to communicate a service issue often increases this from the customer
What is “frustration or loss of confidence"
Once a trailer hits a yard, how many hours does the recovery RSM have to add notes in the trailers on yards report?
What is "48 hours"
When 11:12 appointments are not set 24 hours out or ACOMM fails, this team must be notified.
What is CEAM
What is the name of the AI platform that CE is currently piloting to help them track and trace loads?
What is 10-4
Providing oversight of planned, in‑progress, and at‑risk freight. Is____________?
What is "board management"
This responsibility ensures assigned customers are proactively monitored for service gaps, delays, and risks.
What is “Delta Manager"
What team assists Recovery RSMs if we are needing to tow it to a secure location?
What are “Securements"
Who is the nicest manager in service?
Who is "Rachel" :)
What is CE’s Mission Statement?
What is: To be the go-to for our customers to create a trusted, recommended and valued experience.
Nonyard repower rule: the original truck must stay with the trailer until recovery to ensure freight
“What is secured freight"
This task focuses on loads that have passed pickup or delivery times and require immediate action.
What is “managing expired loads"
What team assists Recovery RSMs if we are needing to pay an impound fee to get the trailer released?
What is "Impounds"
BTGT stands for what?
What is “be the go‑to"
What are the key learnings we share with the Executives of our company on a monthly basis?
What is: Customer Insights