When to Escalate to Recovery
Rejection scenario: Carrier states they have lost capacity for partial tour and there are NO check ins on the VRID. What do you do?
a. Detour and reject customer facing VRIDs without check ins under “driver attrition”
b. Reject the full tour at the tour level
c. Cancel bobtail and empty movements
d. A & C
Answer: d
a. Detour and reject customer facing VRIDs without check ins under “driver attrition”
c. Cancel bobtail and empty movements
Driver calls in to report a tractor issue while in transit. The tractor issue is repairable & driver has 9 hours of HOS left, what should be created?
Answer: OTR SIM & WO for TA
Scenario: No empties
Q: Driver stated no trailer assigned and there is no Y check in. You advise driver that check in with GS is required to confirm trailer availability. It is past SDT, what CRID do you add when you flip to a bobtail?
A: Unapproved Bobtail
Once a driver or dispatch calls in to report a mechanical tractor/trailer issue what SIM do we create to track driver recovery?
a. AFP Tractor Down SIM
b. OTR SIM
Answer: b
OTR SIM
What is something that we should be saying at the end of every single call back request we action?
A: "survey at the end"
True or False
We will reject loads to the load board due to the original carrier not being able to run the lane for reasons such as mechanical, late risking CPT, HOS, NCNS etc
Answer: T
Driver calls in to report a mechanical issue with the tractor, CEL light is on & will not go off, driver has a loaded trailer on the back, what SIM's need to be created?
A:OTR SIM, Fleet Net, ITR SIM (unless call back request came across on recovery wim then choose "load needs recovery in transit" from drop down menu).
Scenario: No empties
Q. Driver departed without a trailer, there is no Y check in. You advise driver that check in with GS is required to confirm trailer availability. What CRID do you add when you flip to bobtail?
A. Unapproved Bobtail
If there is no ITR SIM created for the trailer recovery portion at time of the call do we create one?
Yes
No
Answer: yes
As an AA that is in space handling driver, dispatch & carrier call back requests, what is something that should always be turned on?
A: ATR?
Why should we reject the load before it is in transit?
Answer: So that another carrier can run this lane properly
Carrier calls in to place a work order for a tractor, but there is already an open work order in place for another issue, what should we advise carrier?
A: advise the carrier there is already an open work order that's ongoing, inform them you can notate the open one of the new issue that you've come across, but an additional work order can not be created until the current one is closed out.
Scenario: No empties
Q: Trailer is assigned, there is a Y check in. You advise driver to depart with assigned trailer but driver refuses. You detach assigned trailer and flip to bobtail. What CRID do you add?
A: Unapproved Bobtail
If the trailer is damaged what SIM is created to recovery?
a. WO SIM to Recovery (Mechanical Trailer CTI WO SIM)
b. ITR SIM
Answer: a
WO SIM to Recovery (Mechanical Trailer CTI WO SIM)
What do you tell your caller before you place them on hold
A:Ask for Permission, mention the Duration, state the Reason.
If the tour has NOT been started, how do you correctly reject a VRID to automatically push the VRID back to the load board?
a. Reject the full tour at the tour level if the driver is not able to take the tour
b. Detour and reject each customer facing VRID with no check ins on the tour
Answer: a
Reject the full tour at the tour level if the driver is not able to take the tour
Driver calls in to report a tractor issue while in transit. The tractor issue is not repairable & driver has 9 hours of HOS left, what should be created?
A: an OTR & Tow with FN
Q. Trailer is damaged, there is Y check in. You advise driver- to complete DVIR for damaged trailer. Detach assigned trailer and flip to bobtail once SDT has passed. What CRID do you add?
A. Approved Bobtail
If the trailer is NOT damaged what SIM is created to recovery?
a. WO SIM to Recovery (Mechanical Trailer CTI WO SIM)
b. ITR SIM to Recovery
Answer: b
ITR SIM to Recovery
What is something you will place on every single VRID you touch?
A: load notes?
True or False
If rejecting a single VRID on a tour that has been started, detour the VRID prior to rejecting
Answer: T
Driver is on the New Jersey Turnpike. You have confirmed they are in a safe place and have performed S.N.A.P .Who needs to be contacted to have them towed off the turnpike?
A: New Jersey Turnpike Authority
Scenario: No empties
Q: No trailer available, there is a Y check in. You advise driver to wait for SDT to be flipped to BT. Once SDT is passed you flip to bobtail. What CRID do you add?
A: No trailer assigned
OTR scenario: If the trailer is able to detach from the tractor, what should we do next?
a. Have the trailer towed with tractor
b. Do not tow the trailer with tractor
c. Leave the trailer roadside and recovery will recover the trailer.
d. B & C
Answer: d
Do not tow the trailer with tractor
Leave the trailer roadside and recovery will recover the trailer.
How soon after assigning the WIM to yourself should you make the call?
A: Within 60 seconds