Customer Service SOP

Shipper Onboarding

Set new customer relationships up correctly.

Scope
All new shipper accounts.
Responsible
Account Manager; Credit Analyst
Version
1.0 · not yet reviewed by the academy

Procedure

  1. Collect company details, billing contacts and invoicing requirements.
  2. Run a credit review and set a credit limit and payment terms.
  3. Agree the communication plan: updates, escalation contacts, reporting.
  4. Sign the shipper–broker agreement (if brokering) before the first load.
  5. Record lanes, volumes, equipment and pain points in the CRM.

Practise it

Apply these procedures in the simulators — dispatch workflow, carrier verification, cross-border and the TMS sandbox.

Open the simulators →