The Road to Proper Paperwork and Best Practices

Transcription

The Road to Proper Paperwork
and Best Practices
This could be your office.
Drivers needed.
Apply now – Financial
assistance and multiple
career paths available
Suddath is more than a van line. It is a diversified
group of domestic and international service
companies.
WHY SUDDATH
UniGroup’s largest booking agent – Largest geographical
footprint in United Van Lines’ System
Hiring Company Drivers, Owner Operators, Rate Per Mile
Drivers, Special Commodity Drivers, Tradeshow, and
Containerized Move Drivers
Tremendous hauling opportunities
Centralized dispatch allows for less dead-head miles
Growing company with increased demand
Significant career-development opportunities
Will work around your schedule – family oriented
Respected in industry for financial stability and quality service
Suddath Relocation Systems | 815 S. Main St. | Jacksonville, FL. 32207 | (888) 768-3056
| suddathrelocation.com
TABLE OF CONTENTS
SUDDATH AND UNITED FORMS
QUOTES-TO-GO TABLE OF MEAUREMENTS…………………………………...1
NON-BINDING ESTIMATE ORDER FOR SERVICE……………………………….5
NON-BINDING BILL OF LADING……………………………………………….7
QUOTES-TO-GO BILL OF LADING……………………………………………11
GYPSY MOTH INSPECTION NOTIFICATION………………………………….13
HIGH VALUE INVENTORY FORM……………………………………………15
DESCRIPTIVE INVENTORY…………………………………………………..17
INVENTORY EXCEPTION REPORT…………………………………………...19
INVENTORY CONTROL FORM……………………………………………….21
ADDITIONAL SERVICES PERFORMED……………………………………….23
ADDENDUM…………………………………………………………………25
WEIGHT TICKET……………………………………………………………..27
SAFETY BRIEFING CHECKLIST……………………………………………...29
MOST IMPORTANT FORM…………………………………………………...31
WAREHOUSE RECEIPT/STORAGE CONTRACT………………………………33
NATIONAL ACCOUNT PAPERWORK & AUDIT CONCERNS
WEIGHT TICKETS……………………………………………………………37
SPECIAL INSTRUCTIONS …………………………………………………….37
INVENTORIES………………………………………………………………..38
AR23………………………………………………………………………...38
REGISTRATION, MEMOPAD, AND BILLING…………………………………..39
GOVERNMENT FORMS
GOVERNMENT HIGH VALUE INVENTORY FORM……………………………41
GOVERNMENT ACCESSORIAL SERVICES (DD619)………………………….43
GOVERNMENT ACCESSORIAL SERVICES AT DELIVERY (DD619-1)………...45
GOVERNMENT HOUSEHOLD GOOD CARRIER EVALUATION REPORT……….47
GOVERNMENT DP3 NOTIFICATION OF LOSS OR DAMAGE AT DELIVERY…..49
GOVERNMENT DP3 NOTIFICATION OF LOSS OR DAMAGE
AFTER DELIVERY…………………………………………………………...51
SPECIAL COMMODITIES
BILL OF LADING……………………………………………………………..55
UNIGROUP TRADE SHOW – VAN OPERATOR SERVICE REQUIREMENTS……...56
**SECTION 1 – TRADE SHOWS – BACKGROUND INFORMATION……………..57
**SECTION 2 – VAN OPERATOR STANDARDS………………………………..59
**SECTION 3 – DRAYAGE PROCEDURES…………………………………….65
**SECTION 4 – MOVE IN……………………………………………………..68
**SECTION 5 – MOVE OUT…………………………………………………..71
**SECTION 6 – EMERGENCY PHONE PROCEDURES………………………….75
**SECTION 7 – TRADE SHOW REPRESENTATIVES…………………………...77
**SECTION 8 – TRADE SHOW GLOSSRY OF TERMS…………………………..79
BEST PRACTICES
CORPORATE SAFETY STATEMENT…………………………………………..89
PRE-TRIP & POST-TRIP INSPECTION…………………………………………89
POST ACCIDENT DRUG & ALCOHOL TEST REQUIREMENTS………………..90
TREATMENT OF CUSTOMER………………………………………………...91
NON-ALLOWABLES…………………………………………………………91
CONFLICT RESOLUTION………………………………………………..93
TRANSPORTATION OF FIREARMS……………………………………………95
WEIGHT CHALLENGE PROCEDURES………………………………………...96
PACKING BEST PRACTICES…………………………………………………..97
BACKGROUND CHECK REQUIREMENTS…………………………………….99
PASSENGER AUTHORIZATION AND RIDE-ALONGS………………………...100
POSSESSION OF ALCOHOL………………………………………………….100
11 STEPS TO A CLEAN VEHICLE INSPECTION……………………………… 101
MOLD AND CONTAMINATE POLICY…………………………………………103
QUOTES-TO-GO TABLE OF MEASUREMENTS – PAGE 1
Completion
A. Customer Information
B. Estimator Information
 This will show as Booking Agent’s Coordinator on national accounts
if the Origin Agent is not the Booking Agent.
C. Move Coordinator Information as entered in “My Info”
D. Estimated Weight
E. Estimated Cubic Feet
F. Room breakdown with items to be packed (including number of cartons)
This form may not be used on some national account moves in which
Quotes-To-Go is not being utilized. A cube sheet may be substituted.
1
2
Completion
G. Items to be packed by owner
H. Items to be packed by carrier
I. Items to be crated
J. Carton List by Type
K. Customer Signature and Date
 This may be typed if e-acceptance is used.
L. Carrier’s Representative Signature and Date
3
4
ESTIMATE/ORDER FOR SERVICE
NON-BINDING
Completion
A. Estimate Number
B. Move From/Consignor information
C. Move To/Consignee information
D. Bill To information
E. Notify information
F. Dates (Pick Up, Delivery, Pack)
G. All Pricing/Tariff information
H. Special Services (exclusive use, space reservation or minimum weight, if
applicable) along with customer signature
ESTIMATE/ORDER FOR SERVICE
NON-BINDING
A
Q
B
C
D
E
H
F
G
J
I. Y/N - Customer requests to view weighing
J. Auto information (Antique Autos only)
K. Customer completes FVP valuation selection (remember to initial
deductible should this be an option) –OR- “60 cents per pound” selection
L. Valuation total
M. Total and 110% of Estimate
N. “Lawful agent for customer” information (if applicable)
O. Estimate Acknowledgement – Customer signature and date
acknowledging receipt of Estimate/Order for Service/Additional Services
Price List, Your Rights and Responsibilities When You Move, Ready To Move
brochure, and High-Value Inventory Form
I
OR
K
K
P. Estimate Acknowledgement – Suddath/United salesperson/estimator
signature, date and agency code
N
Q. Add Order for Service number when booked
R. Order for Service Acknowledgement – Customer signature and date
when booked confirming the desire to have us perform indicated services
S. Order For Service Acknowledgment – Carrier’s representative signature
and date when booked
M
L
R
O
P
S
6
5
ESTIMATE/ORDER FOR SERVICE/BILL OF LADING – Page 1
NON-BINDING
NON-BINDING
Completion
B
A
A. Order Number
C
D
B. Estimate Number
C. Move From/Consignor Information
E
F
D. Move To/Consignee Information
E. Change in form of Payment
G
F. Notify information
G. Hauling Information – Chain of Custody
I
H
H. Dates (Pick Up, Delivery, Pack)
J
I. All Pricing/Tariff information
K
J. Description of Services
K. Service Charges
L. Valuation Cost
 Effective May 15, 2012, all initial estimates for individual customers
must include Full Value Protection at a minimum of $6.00 per pound
per article in the estimated costs. An additional estimate may be
provided upon the customer’s request should they wish to choose
$.60 per pound per article.
M. Straight Talk/On Point Total
N. 110% of Estimate (includes Valuation Cost)
M
L
N
8
7
NON-BINDING
NON-BINDING
Completion
O. Agent custody information
P. Bill To information (Includes Type of Shipment)
Q. Reweigh Options – Customer can request a reweigh and/or waive the
right to observe the reweigh
R. Customer completes FVP valuation selection OR Writes “60 cents per
pound” in the Valuation section; customer to sign and date the form.
S. Customer signature approval to perform all services listed
T. Carrier’s representative signature to perform all services listed
U. Customer signature acknowledges receipt of Bill of Lading
V. Payment acknowledgement
W. Storage Acknowledgement – Warehouse information if delivering into
storage
X. Delivery Acknowledgement – Customer’s Signature at Destination
Y. Delivery Acknowledgement – Van Operator’s Signature at Destination
This form may have been electronically signed via e-acceptance. In this
instance, the van operator will not be required to obtain a signature from
the customer unless they decide to change their valuation selection.
9
10
QUOTES-TO-GO BILL OF LADING
QUOTES-TO-GO BILL OF LADING
A. Order Number
B. Estimate Number
C. Origin Address
D. Destination Address
E. Form of Payment
F. Change in Form of Payment
G. Type of Shipment
H. Bill To information
I. Notify information
J. All Pricing/Tariff information
K. Dates (Pick Up, Delivery, Pack)
L. Special Services (exclusive use, space reservation, or
minimum weight, if applicable) along with customer signature
M. Customer’s Signature at Origin
N. Reweigh Options – Customer can request a reweigh and/or
wave the right to observe the reweigh
O. Hauling information – Chain of custody to be completed by the
van operator
P. Customer’s Valuation Selection – This should match what was
on the Estimate/Order for Service. If not, please contact the
booking agent.
Q. Valuation Cost
R. Straight Talk Total/110% Total – Amount to be collected upon
delivery
S. Customer’s Signature at Origin
T. Payment Acknowledgement
U. Delivery Acknowledgement – Customer’s Signature and Date at
destination
V. Delivery Acknowledgement – Van Operator’s Signature and Date at
destination
W. Storage Acknowledgement – Warehouse information if
delivering into storage including representative Signature and Date
Remember, a BOL is required to be turned in for all shipments.
11
12
GYPSY MOTH INSPECTION NOTIFICATION
Purpose
The Gypsy moth is one of North America’s most devastating forest pests and are
commonly transported in the egg or pupal stage on home and yard objects. It is
very important that gypsy moths not be spread to areas outside of the northeastern
states. US regulation exists prohibiting the transportation of gypsy moth-infested
items.
The Gypsy Moth Certificate of Inspection is required on all shipments moving from
an infested area to a non-infested area or moving from one infested area to
another infested area. Van operators are being instructed not to load any outdoor
items included in a shipment originating from a generally infested area unless a
completed inspection certificate has been furnished by the origin agent or
customer.
It is the customer’s responsibility to conduct a Gypsy moth inspection or contract
services of professional exterminator to inspect all items being transported. They
must complete the form and present to the van operator at the time of loading. As
a van operator, you are responsible for ensuring the inspection has been performed
prior to loading items for transport and attaching a copy of the completed
inspection form to the household goods paperwork.
Loading and transporting a shipment without a completed Certificate of Inspection
could result in fines and penalties of up to $25,000 to the agent(s) involved. Failure
of the customer or his/her licensed representative (exterminator) to complete a
Certificate of Inspection can result in fines or penalties up to $25,000.
Completion
A. Customer’s Full Name – Printed
B. Carrier Order Number
C. Customer’s Signature
D. Date
13
14
HIGH VALUE INVENTORY
HIGH VALUE INVENTORY
Purpose
Form is required on every shipment. The customer is responsible for
completion of this form. Their salesperson should have reviewed the
information and processes with them. Carefully review every completed
form you receive.
A
Completion
A. Order Number
B.
Inventory Tag Number
C. Item Description of all items with a value greater than $100 per
pound per article
C1
Full Value Protection Shipment with no High Value Items
Indicate across the space provided with “NONE”
On all $0.60 per pound shipment
Indicate across the space provided with “N/A”
B
C
C1
NONE
D. At Origin – Customer’s Signature and Date
E.
At Origin – Carrier’s Representative Signature and Date
F.
At Destination – Customer’s Signature and Date
G. At Destination – Carrier’s Representative Signature and Date
D
E
F
G
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16
DESCRIPTIVE INVENTORY
DESCRIPTIVE INVENTORY
Completion
A. Driver Name and ID Number
B. Inventory Tag Information
C. Number of Pages
D. Order Number
E. Customer’s Name
F. Contract or GBL Number (if applicable)
G. Origin Loading Address
H. Govt. Service Order Number (if moving under a GBL)
I. Delivery Address
J. Van Number (Trailer Number)
K. A sticker ending with “0” should be placed on the inventory just under
the Location Symbols
L. Columns
Numbers - Write the first two numbers of the sticker number in
front of the preprinted “1”
Warehouse Cross-Reference – Reference a new inventory
created at warehouse
Driver Check – When loading put a “\”; when unloading put a
“/”. Items that have been loaded and unloaded will then have
an “X”.
M. Article Description
N. Condition – note any damage, including the type of damage and location
of the damage. Use symbols provided on form. Note whether the
container was packed by the owner (PBO) or carrier packed (CP)
O. Warehouse Check – Used to check a shipment into storage
P. Shipper Check – Used by customer to check all items have been received.
Q. Exceptions taken at Destination
R. Remarks
S. Origin – Carrier’s Representative Signature and Date
T. Origin – Customer’s Signature and Date
U. Destination – Carrier’s Representative Signature and Date
V. Destination – Customer’s Signature and Date
Rule of thumb: Approximately 1,000 lbs per page of inventory
17
18
INVENTORY EXCEPTIONS REPORT
INVENTORY EXCEPTIONS REPORT
NOTE: The customer should not see or receive this form
D
Purpose
Should be completed on every order when the shipment transfers from one
van line representative to another (e.g. a shipment that an agent was
responsible for in storage is given to a van operator to haul). If the other
party refuses to sign, contact a claims manager who will make a note in
Memo Pad.
A
B
C
Completion
A. Order Number
E
F
G
B. Customer Name
C. Number of Pages
D. Type of Transfer
E. Color and Tag Number on the item
F. Item Description
G. Exceptions from Origin Condition listed on the Descriptive Inventory
for each item
H. Any discrepancies or notes from both parties (delivering and
receiving) on this shipment
I. Signature, Agency/Driver ID and Date of Delivering Party
J. Signature, Agency/Driver ID and Date of Receiving Party
19
H
I
J
20
Purpose
The customer should use this form to check off the items upon delivery.
There is also the option for the customer to waive his right to check off the
items. The customer should always be given these options.
INVENTORY CONTROL FORM
D
INVENTORY CONTROL FORM
K
I
Completion
C
B. Order Number
J
A. Customer Name
C. Lot Number from Inventory Tags
E. Place an “X” in each square for the appropriate tag number being
delivered
B
H
D. Tag Color
G
F. Note tag number, item and description for all damaged or missing items
A
G. Note those items received without a tag
H. Customer initials for checking the form or waiving the use of the form
I. Customer checks if everything was received.
J. Customer Signature and Date
E
F
K. Van Operator Signature and Date
This form must be submitted for all moves.
21
22
ADDITIONAL SERVICES PERFORMED
ADDITIONAL SERVICES PERFORMED
Purpose
Services, other than those included in the linehaul transportation charge are
considered to be “additional services”. When an additional service is
required, authorization should be obtained from your dispatcher or the
booking agent prior to the service(s) being performed.
On Household Goods Orders Only
The following items listed in the middle of the Additional Services
Performed Form have already been rolled into the Household Goods Tariff:
Number 4: Elevator/Stair carry
Number 5: Piano/Organ
Number 6: Long carry
Number 7: Bulky Article
Number 13: Self-Storage pickup or delivery
When additional services are performed at each location (origin,
destination, extra stops, etc.) a separate form is required.
Completion
The following information needs to be added to the form for billing:
A. Order Number
B. Customer Name, Date Performed, Services Performed By _; Agent Code
C. On National Account or Billed moves this must be completed. The
following information should be added:
The section indicating the booking agent number, whether the booking agent was
contacted, additional services checked below approved by booking agent needs to
be completed
D. Under National account, check the number indicating the service
authorized by the national account representative. Under National
Account – Individual Shipper, check the number(s) indicating the services
authorized by the individual customer that will be COD
E. Complete the appropriate numbered section(s) of the document
indicating the type of service provided and any detail required on the
form related to the service(s)
F. Ensure the customer initials the appropriate box(es) in the center of the
form based on the service(s) provided and crosses out boxes of services
not performed
G. Enter your Van No., Driver ID and agent code.
H. Sign the document and obtain the customer’s signature.
23
24
ADDENDUM
ADDENDUM
Purpose
A new Estimate/Order for Service is preferred over the use of an
Addendum. Addendums must be completed prior to loading a shipment.
The most common use is when customers request to change valuation from
what is designated on the Estimate when the van operator arrives at origin.
An Addendum may be used to make a non-price-related change to an
existing Estimate/Order for Service.
If an extra stop is requested, the OA should determine if the additional miles
change the transportation charge before deciding how to handle the
change. Operations may need to be contacted.
A
B
Addendums should be used for the following:
To change dates (non-binding)
To change valuation
C
Responsibility for Completion
BA/OA are most likely to complete an Addendum. If they do, they should
notify the van operator and provide a copy prior to loading. Van Operators
must notify the Booking Agent prior to executing an Addendum. Two signed
originals are created, one for the customer and the other accompanies the
move documentation to be later submitted into TransDocs.
Completion
A. Load information
B. Delivery information
C. Change to Date (if applicable)
D. Change to Services (if applicable)
E. Valuation (if applicable)
F. Total Difference
G. Additional Comments (if any)
H. Date of original Estimate/Order For Service
I. Revised 100% Binding or 110% Non-Binding Estimate Charge
J. Addendum Acknowledgement – Carrier’s Representative Signature,
Printed Name and Name and Location of Agent, and Date
K. Addendum Acknowledgement–Customer Signature, Printed Name,
and Date
L. Name and Location of Agent
25
D
E
F
G
I
H
J
26
WEIGHT TICKET
WEIGHT TICKET
Completion
The name and location of the certified scale
Date and time stamp of each weighing
Identification of the weight entries as tare, gross, and/or net
weights
Weight taken on the same day or very next morning providing it is
local to origin
Identification of the vehicle as United or Mayflower and the tractor
or trailer number
Last name of the customer as it appears on the bill of lading
Transportation service provider shipment registration number
(order number from the bill of lading or GBL)
Signature of the person performing the weighing
Origin weight tickets are required on all shipments, including
shipments loading from perm/local storage
If the inventories do not correspond with the amount of weight,
then consider doing a reweigh at destination.
Rule of thumb: Approximately 1,000 lbs per page of inventory
27
28
SAFETY BRIEFING CHECKLIST
SAFETY BRIEFING CHECKLIST
F
G
Purpose
All Crew Leaders/Van Operators must conduct a Safety Briefing before
loading or delivery on ALL shipments. This form is used to ensure all crew
members agree to perform tasks in a safe and efficient manner.
Completion
Complete the Safety Briefing Checklist in its ENTIRETY.
A.
B.
C.
D.
E.
Crew Leader/Van Operator’s name
Crew Leader/Van Operator’s ID number
Order number
Customer’s name
Check off confirming discussion of all items listed. It is
recommended to use the “Van Operator Safety Briefing” booklet.
However, it is acceptable to provide instruction of proper
procedures without the booklet.
F. Crew Leader/Van Operator’s signature and date confirming
instructions was provided
G. Crew member’s signature agreeing that they have received safety
instructions and understand the procedures
C
Include the Checklist with your paperwork.
E
A
D
B
Safety Briefing Checklists are FREE from United.
29
30
MOST IMPORTANT FORM
Purpose
This form has multi-purposes. It is used to review Excluded Items, the High
Value Inventory Form, and to perform a walk through prior to and after
loading/delivering to note any pre-existing or new damages to the physical
residence. It is used on all move types: Household Goods, Commercial, and
Military.
Responsibility for Completion
The crew leader/van operator is responsible for explaining the form to the
customer and performing the walk through. Any items noted on the form
should be made known to the customer immediately. The customer and
the crew leader/van operator are able to make comments. If executed
properly, this form will protect both the customer and the van operator
should damages occur. This form does not constitute the final decision on
residential damage, but it used as a deterrent for the customer filing a claim
and as an important part of the claim review process.
Completion
A. Customer name and phone number
B. Order Number
C. Customer initials confirming the following items have been
addressed:
Excluded Items
High Value Inventory Form
Walk through completed to confirm all contracted items
have been packed and noting if any damages to the
residence have occurred
Walk through completed with the van operator after
loading confirming all items have been removed from the
residence.
D. Customer Signature and Date at completion of origin services
E. Circle either Y or N to acknowledge pre-existing damage and list a
brief description of damage if any found prior to load/unload
F. List a brief description of any new damages found after load/unload
G. Customer signature and date after load/unload walk through
H. Van Operator’s signature after load/unload walk through
I. Customer initials confirming understanding of inventory check off
J. Customer signature and date at completion of delivery
31
MOST IMPORTANT FORM
A
B
C
E
F
G
H
D
E
I
F
J
G
H
32
STORAGE CONTRACT / WAREHOUSE RECEIPT
Purpose
There are multiple versions of this form based upon your state
requirements. This form is provided to the customer 30 days prior to
conversion of their shipment to permanent storage. Should a shipment
begin as permanent storage, then the form should be presented to the
customer at the beginning of the move process.
STORAGE CONTRACT / WAREHOUSE RECEIPT
A
B
C
D
Completion
A choice of continuing coverage must be selected by the customer in order
to limit liability during the storage period. It cannot be increased, but with
written notice from the customer it can be reduced to $.60 lb. There are
generally three choices of coverage:
$.60 per pound per article
Full Value Protection
E
Third Party (example: Unirisc)
Again, the above selections may vary and are based upon your state
requirements.
A. Customer’s name and complete address
B. Date items are converting to permanent storage
C. Customer’s signature and date are mandatory
D. Your branch warehouse representative signature and date
E. Customer’s signature and date under one choice only
33
34
NATIONAL ACCOUNT,
PAPERWORK, AND AUDIT
CONCERNS
Remember, all paperwork should be completed in its entirety and
legible to ensure proper payment allocation.
35
36
WEIGHT TICKETS
Must be obtained within 50 miles of the residence.
Must be obtained within 48 hours of loading.
No handwritten tickets will be accepted unless no other scale exists.
The coordinator or dispatcher must make a note in Memo Pad
should this be the case.
All information must be completed in its entirety including, but not
limited to, the unit number and signatures.
INVENTORIES
Audit companies use the guideline of 1 page of inventory per 1,000
lbs. If the van operator perceives the inventories and/or weight
tickets are off by more than 15%, then a reweigh should be
performed at destination.
Inventories must reconcile with the AR23 for both packing count
and bulky articles.
Packers and Van Operators should not pack any non-breakables in a
dishpack. If dishpack contains non-breakables, audit companies
may revise as a 4.5 versus a dishpack.
No back weighs without booker authorization.
Issues that may cause variances must be shared with the booker.
Examples of this may be:
o Excessive books
o Excessive tools
All orders must have certified, printer generated weight tickets.
All Suddath locations must have a platform scale in the warehouse
with computer generated weight tickets.
Should you repack a PBO, be sure to document its contents
accordingly and change to CP. Do not label a repacked box as
contents unknown (CU) or miscellaneous.
AR23
Do not list unpacking as 100% unless a full unpack was performed.
Only list the items actually unpacked. Audit companies will phone
the customer to confirm the details of the unpack services provided.
A weight ticket is required for all weight based charges.
Please review Special Instructions with service crews prior to
dispatching and highlight all audit instructions.
Billers use Google Earth to validate access. Shuttles must be
properly noted on the AR23. Shuttles are only to be used if there is
a legitimate need, such as:
o Access is not permitted
o Low hanging tree limbs or wires
o Narrow street will not permit parking as it will obstruct
traffic flow
Drivers need to carefully read all Special Instructions which may
include audit or contract requirements.
AR23 must reconcile with the inventories for both pack counting
and bulky articles.
SPECIAL INSTRUCTIONS
37
Provide an explanation of extra labor charges on the AR23.
38
REGISTRATION, MEMOPAD, AND BILLING
(Customer Service / Operations Procedures)
Register shipments with correct account information
Accurately register packing services (i.e. Full vs. Custom)
Enter destination addresses for SIT shipments in RORD
Distinguish between a shuttle and a G-11 when communicating to
OA to ensure proper understanding of what services they will be
paid for
GOVERNMENT
FORMS
G-11 indicator should be entered into United System by Operations
Only authorize account approved and tariff eligible charges
Information used for billing purposes should be listed under “BILL”
in Memo Pad
o Image and note Valuation or MAP coverage
o Image all emails providing authorization for services
o Note any special agreements
o Enter description of pre-payment
MILITARY PROCEDURES
Remember, an unpack and box removal at time of delivery is always
pre-authorized for every military move.
Communicate to billing when a shipment converts to perm storage
Note when 3rd party services are cancelled in Memo Pad
All direct deliveries require a Call-Clearing, not just SIT shipments.
40
39
GOVERNMENT – HIGH VALUE INVENTORY
GOVERNMENT – HIGH VALUE INVENTORY
Purpose
Form is required on all DoD shipments. The customer is responsible for
completion of this form. Their salesperson should have reviewed the
information and processes with them. Carefully review
every completed form you receive.
Completion
A. Inventory Tag Information
B. TSP/Agent Information
C. Customer Name, Origin Address, Destination Address
D. Contract/Bill of Lading Number
E. Government Service Order Number
F. Inventory Tag Number
G. Article Name
H. Item Description of all items with a value greater than $100 per pound
per article
I. Seal Number (If used)
J. Remarks
K. Customer’s initials for each item upon receipt at delivery
L. At Origin – TSP/Driver and Customer’s Signature and Date
M. At Destination – TSP/Driver and Customer’s Signature and Date
41
42
GOVERNMENT – STATEMENT OF ACCESSORIAL SERVICES
PERFORMED (DD619)
PERFORMED (DD619)
Purpose
This form is used for all accessorials performed by the carrier at origin or
destination. Services include, but are not limited to packing, extra labor, and
stair carries. The carrier/van operator completes the top portion of the
form, and the bottom section is completed and signed by the military
member or military inspector/transportation officer certifying services were
performed.
Completion
A. Government Bill of Lading number
B. Pickup date
C. Customer information including name, social security number and rank
or grade
D. Origin city and state
E. Destination city and state
F. Military installation ordering service and location
G. Name of carrier (TSP) and name of agent completing services
H. Signature of the carrier’s representative and date
I. Carrier’s shipment reference number
J. Agent or van operator code
K. Weight in lbs. that includes Professional Books, Papers, and Equipment
L. Information of where shipment is in Storage in Transit should it be
applicable
M. Reweigh information if necessary
N. Listing of any appliances which have been serviced
O. Number of units packed for each type of carton, as well as any crates,
labor, extra pickup/deliveries necessary and approved additional services
P. Remarks
Q. The signature and date and where services were performed by member
or Transportation Officer
R. Acknowledgement by Transportation Officer that services were
performed with signature, title, and date
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44
PERFORMED AT DESTINATION (DD619-1)
PERFORMED AT DESTINATION (DD619-1)
Purpose
This form is used for all accessorials performed by the carrier at destination.
This form may not be used for origin services. The carrier/van operator
completes the top portion of the form, and the bottom section is completed
and signed by the military member or military inspector/transportation
officer certifying services were performed.
Completion
A. Government Bill of Lading number
B. Pickup date
C. Customer information including name, social security number and
rank/grade
D. Origin city and state
E. Destination city and state
F. Military installation ordering service and location
G. Name of carrier (TSP) and name of agent completing services
H. Signature of the carrier’s representative and date
I. Carrier’s shipment reference number
J. Agent or van operator code
K. Remarks
L. Information of where shipment is in Storage in Transit
M. Reweigh information if necessary
N. Information about additional services performed
O. Description of loss or damage
P. Actual or estimated weight of items
Q. Unpacking and removal of packing material waiver including inventory
numbers and signature
R. Certification of receipt of property including the TSP, delivery location,
customer’s signature and date of delivery.
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45
GOVERNMENT – HOUSEHOLD GOODS CARRIER
EVALUATION REPORT
GOVERNMENT – HOUSEHOLD GOODS CARRIER
EVALUATION REPORT
Purpose
This form is the survey for shipments moving under the GSA CHAMP
program. It allows the Federal employee to rate how the Transportation
Service Provider (TSP) performed on their relocation. It also allows the Bill of
Lading issuing officer at the Federal agency to rate his/her experience with
the TSP. Once all the above is complete, the GBL issuing officer should
forward the form to GSA. All surveys are returned to GSA’s office in Kansas
City, MO and scores on each form are recorded, and eventually make up the
TSP’s overall score which Federal agencies can look at when choosing a
TSP to handle their relocations.
Completion
A. Customer’s name and present address
B. Old and new duty station information
C. Social Security Number
D. Telephone contact information
E. Scheduled Pickup Date
F. Scheduled Delivery Date
G. Customer’s rating of specific aspects of the relocation
H. Customer’s rating of their satisfaction with the carrier
I. TSP/Move Coordinator signature and date
J. Name of TSP or Move Coordinator and contact information
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48
GOVERNMENT – DP3 NOTIFICATION OF LOSS OR DAMAGE
AT DELIVERY
AT DELIVERY
Purpose
This form is used to provide the Transportation Service Provider (TSP) notice
of loss or damage on a DP3 shipment discovered at the time of delivery. The
customer and the TSP’s delivery representative must jointly complete this
document.
Completion
A. Customer’s information including name, rank or grade and branch of
service
B. Shipment weight
C. Shipment information including Government Bill of Lading number, TSP
reference number, SCAC and pick up date.
D. Inventory tag number of missing or damaged item(s)
E. Missing or damaged item
F. General description of the type of damage
G. Member request for unpacking and removal of cartons
H. Delivery information including address, telephone number, and
customer email
I. Customer’s signature and date of delivery
J. TSP contact information, including signature and date
**The DD1850/1851 is an alternate for this form.
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50
AFTER DELIVERY
AFTER DELIVERY
Purpose
This form is used by any member for any loss or damage on a DP3 shipment
that was not noted at the time of delivery. The member has 75 days from
the date of delivery to complete this form and send to the local military
claims office.
Completion
A. Inventory tag number of missing or damaged item(s)
B. Missing or damaged item
C. General description of the type of damage
D. Customer’s signature
E. Date of delivery
F. Delivery date
G. Government Bill of Lading Number
H. Address and contact information
I. Customer’s name
J. Customer’s signature and date
K. TSP contact information
**The DD1850/1851 is an alternate for this form.
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52
SPECIAL COMMODITIES
53
54
SPECIAL COMMODITIES – BILL OF LADING
A.
B.
C.
D.
E.
F.
G.
H.
I.
J.
K.
L.
M.
N.
O.
P.
Q.
R.
S.
55
Order Number
Origin Address
Destination Address
List details in relation to any special instructions for both origin and
destination
Dates (Load and Delivery)
Type of Shipment (COD, Government, National Account)
Bill To Information
Special Services (exclusive use and space reservation)
Selection of weight option
Customer’s Signature
Valuation Selection – Customer’s Signature is required at origin
Listing of Agency roles including phone numbers
Fuel Surcharge and Metro Service will be pre-populated if
applicable, but other assessorial services such as extra stops, extra
labor, auxiliary service, etc. should be listed in this section
Hauling Information – Chain of custody to be completed by the van
operator
Pre-populated Special Instructions and Equipment to Load from
order registration information
Origin Acknowledgement – Customer’s Printed Name and Signature
at Origin
Origin Acknowledgement – Van Operator’s Signature, ID, Time, and
Date at Origin
Destination Acknowledgement – Customer’s Printed Name,
Signature, Time, and Date at Destination
Destination Acknowledgement – Van Operator’s Signature, ID,
Time, and Date at Destination
SPECIAL COMMODITIES – BILL OF LADING
A
B
C
D
H
E
F
I
G
J
K
M
L
N
O
P
R
Q
S
56
UNIGROUP TRADE SHOW
VAN OPERATOR SERVICE REQUIREMENTS
INTRODUCTION
This manual is designed to provide van operators with UniGroup’s service
requirements for a trade show shipment, including required coordination
with the customer/exhibitor and other trade show service providers. This
information will also cover UniGroup van operator service requirements for
servicing a trade show shipment.
This information was developed with the cooperation of agents, van
operators, UniGroup personnel and on-site trade show representatives. This
knowledgeable group represents decades of experience in servicing trade
show shipments.
Van operators are expected to be knowledgeable in all phases of servicing a
trade show shipment. This in turn should raise the level of service our van
operators provide to our customers, as well as increase customer
satisfaction.
SECTION 1
TRADE SHOWS – BACKGROUND INFORMATION
To effectively service a trade show shipment, van operators must have a
certain level of general trade show transportation knowledge as well as
an understanding of a trade show event.
WHAT IS A TRADE SHOW?
A trade show is a gathering of companies that manufacture, sell, or
provide service of common or complementary commodities. The size of
trade shows will vary; some may have just a handful of exhibitors while
others may have a thousand or more. Trade shows are commonly held in
venues such as convention centers or hotels in major metropolitan
areas. However, they can also be held in smaller towns and resort
locations.
SHOW MANAGEMENT
Show Management is the organization responsible for organizing,
promoting and overseeing all of the show’s activities. It is also
responsible for selecting the general contractor, typically referred to as
the drayage company.
DRAYAGE COMPANY
The drayage company or general contractor is responsible for the
movement of freight on the show floor. They are also responsible for
establishing move-in and move-out procedures. Understanding these
procedures is critical, as they will have an impact on van operators and
carriers. The importance of following these procedures cannot be
stressed enough; they will be discussed in greater detail in an upcoming
section.
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58
SECTION 2
VAN OPERATOR STANDARDS
GENERAL
UniGroup has trade show service standards in place that all van operators
are expected to meet. They have been established to ensure we provide our
customers with the very best in trade show transportation services.
APPEARANCE
All van operators are to be in proper uniform in accordance with the
UniGroup uniform policy.
COMMUNICATIONS
Van operators must be equipped with a Smart Phone; it is mandatory when
hauling trade shows. Due to the time-sensitive nature of trade shows and
last-minute changes that can occur, van operators are required to keep their
Smart Phone charged and available to accept calls and messages while
servicing a shipment.
DOT COMPLIANCE
Van operators must always be in compliance with all DOT regulations.
OBTAINING ORDER AND DISPATCH INFORMATION
Van operators will receive their dispatch information via their Smart Phone
or directly from their dispatcher. It is the van operator’s responsibility to
obtain all the information necessary for servicing an order. This information
may include: names, addresses (origin and destination), booth number and
exhibitor name, show name, drayage company name and contact number,
piece count, if applicable, and shipment type (crated, loose or mixed).
If at any time van operators are not satisfied with the information received,
not clear about any of the shipment requirements or have any
questions regarding the dispatch or the order, they must contact their
59
SECTION 2 - CONTINUED
dispatcher or the booking agent immediately. When in doubt, check it out!
CONTACTING THE CUSTOMER
Van operators are expected to contact the customer a minimum of 24 hours
prior to the assigned load or delivery date and time. When doing so, the van
operator is expected to confirm the name of the person contacted and
provide the van operator’s cell phone number. If the van operator’s call
goes into voicemail, the van operator is expected to leave enough
information on the voicemail to identify the van operator, the order and a
call back number for the van operator. All information about these contacts
is expected to be entered into a Memo Pad entry noting the person you’ve
contacted and the confirmed load/unload time. If a message was left on
voice mail, it should also be noted in Memo Pad.
If the contact cannot be reached, your dispatcher or the booking agent may
be able to assist. When loading from or delivering to a show site, the
drayage company maybe listed as the contact.
Any discrepancies in information should be reported immediately to your
dispatcher or the booking agent.
OBTAINING LABOR
At times, additional labor may be required for an order. This is usually based
on the type of shipment you are handling. When additional labor is needed,
it is the van operator’s responsibility to make the needed arrangements. All
labor must be background checked, and, if labor is to be obtained from an
agent, the arrangements should be made no less than 48 hours in advance
of the activity. Your agency directory may help locate agents closest to the
load/unload site. Contact the agent and set up your labor, and note the
arrangement info in Memo Pad. Should you have difficulties in locating or
obtaining labor, contact your dispatcher for assistance. Never solicit
additional labor from the shipper or consignee.
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OBTAIN CERTIFIED WEIGHT TICKETS
Certified, machine-printed weight tickets are required. It is the van
operator’s responsibility to obtain a tare and gross weight for each exhibitor
moving into a show. NO EXCEPTIONS! Obtaining certified weight tickets is a
UniGroup policy; it is also a drayage requirement that is strictly enforced.
Failure to submit weight tickets to drayage can be a very costly mistake.
PUNCTUALITY
Customers expect their shipments to arrive as scheduled. If you see that you
are running late, advise the customer, your dispatcher and the booking
agent immediately.
Drayage companies bill exhibitors according to the actual weight of their
shipment, which is why certified weight tickets are so important.
COMPLETE A LEGIBLE INVENTORY
A detailed inventory must be completed, which includes the use of
inventory stickers. Crate numbers, when used, must be listed on the
inventory as well. Be sure your inventory is complete and signed by the
customer at both origin and destination.
Some show sites have scales that drayage may use to weigh inbound
shipments. NEVER assume these scales will be in use or available to you
when you deliver to these show sites.
WHAT IF I CAN’T GET TO A SCALE BEFORE I LOAD A TRADE SHOW
ORDER?
If circumstances were such that weight tickets could not be obtained at the
start of the load, the following MUST be performed. Obtain a certified gross
weight ticket within a reasonable distance to the delivery site. Advise the
drayage company rep at check-in that you are “back weighing” the
shipment and present the gross weight ticket. You will be required to obtain
a tare weight after you unload and return with that ticket before drayage
will return your paperwork.
Van operators must arrive with a preprinted Bill of Lading.
LOADING
It is the van operator’s responsibility to assist with and supervise the loading
of the trailer. You are responsible for the condition of your shipment while
in transit, even if you have permitted a forklift driver to load the trailer
without your supervision. Should damage in transit occur, the van operator
will be held responsible.
Van operators must obtain a tare weight and a gross weight for each
exhibitor. Your dispatcher and/or the booking agent should be notified if
this should occur.
The order number, booth number and exhibitor’s name should be noted on
each weight ticket.
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62
TRADE SHOW SITE OVERFLOW
The portion of an order that cannot fit on the trailer is referred to as an
“overflow.” If you anticipate a possible overflow when loading out of a show
site, call your dispatcher or the booking agent immediately. If UniGroup
show reps are on-site, they should be contacted as well. This will provide
dispatch with the maximum amount of time to react and make alternate
plans. If confronted with an overflow situation outside of normal business
hours, you should immediately contact the appropriate UniGroup personnel
as listed in the Emergency Procedures section of this manual. You may also
contact the booking agent’s emergency contact number that is listed in the
order’s Special Instructions. Do not leave freight on the floor to be forced.
Do not leave the show floor until a shipping solution has been determined.
You should also seek out assistance from other United or Mayflower van
operators. In many cases the assistance needed may be to load the overflow
and “set it off” at a nearby agent. Van operators who participate in moving
an overflow out of a show site can expect be compensated for their
assistance.
If UniGroup personnel cannot be reached and you are unable to get the
freight covered, go to the applicable drayage company’s service desk and
make arrangements for them to pick up and hold the overflow. You are
responsible for informing dispatch and/or the booking agent as to the status
of the overflow freight as soon as possible and documenting the
information in Memo Pad. Contacting your dispatcher or the booking agent
should occur within the first working hour of the next business day.
After arranging for the drayage company to pick up and hold the freight,
you must obtain the following information:
The name of the drayage company (or house carrier if they are involved)
63
The name of the drayage company representative making the
arrangements.
The location of the warehouse where the overflow is being taken.
(address, city and state)
The phone number for the warehouse location.
Finally, a message must be sent to your dispatcher containing the above
information. This may be a text message sent via your Smart Phone device
or a voice message left on your dispatcher’s voice mail; both are
recommended. Additionally, this information must also be entered in Memo
Pad.
VERIFY CUBE AND PIECE COUNT
When loading, the van operator is responsible for verifying the piece count
as well as the size or “cube” of the order. The cube of an order is listed in
the detailed order information. The piece count is usually found in the order
information as well. When the piece count for a shipment is not listed in the
order information, the piece count shown on the Material Handling
Agreement will apply.
If the actual cube of an order goes over or under and/or the piece count
differs from that which was shown in your order information, your
dispatcher and/or the booking agent should be notified immediately. This
will confirm that the proper freight has been loaded and that you will be
accurately compensated.
Whenever faced with changes to an order such as cube or piece count, or
the possibility that changes of any kind may occur be professional and
remember:
64
The 3 G’s
Get full names and phone numbers of the people involved.
Get the facts (what is different, what has changed?).
Get it communicated immediately to your dispatcher or the booking
agent.
OBTAIN SIGNATURES
Obtain legible printed names and signatures on all applicable Bills of Lading
and inventories.
When loading an order directly from a trade show site, having the
customer/shipper sign our paperwork (Bill of Lading, Inventory) may not
always be possible. At times drayage company personnel will sign our
paperwork, while at other show site locations they will not.
If you cannot obtain a signature on our paperwork after loading out of a
show site, clearly print “Shipper Not On Site” on the shipper’s signature
line.
SECTION 3
DRAYAGE PROCEDURES
Each drayage company will have procedures in place to facilitate a smooth
move-in and move-out. A thorough understanding of these procedures is
required. Generally, the larger the show the more rigid the procedures and
the more strictly they are enforced. There are general procedures used by
most drayage companies. Slight variations to these procedures may be
found from one drayage company to another, as well as at different show
site locations. The Move-In and Move-Out sections of this manual will
outline the general procedures at most trade show locations.
MATERIAL HANDLING AGREEMENT
One procedure followed at every show is the use of the Material Handling
Agreement (MHA). This form is required by drayage to help manage the
outbound freight during the move-out. This form may vary from one
drayage company to another, but all require the same information. It is
important for the van operator to understand the purpose and function of
this form, as most problems encountered at shows will revolve around the
MHA.
The exhibitor or Installation and Dismantling (I & D) company is responsible
for completing this form. An I & D company is hired by the exhibitor to set
up and dismantle the booth at the show site. The drayage company will
have a service area or service desk set up in the hall. This is where an
exhibitor or I & D company representative can pick up a MHA. They are also
required to return the MHA to the service area once the form is completed.
The simple action of returning a completed MHA to the service desk
indicates to the drayage company that the booth has been disassembled
packed and is now ready to be shipped.
This form must be turned in before the drayage company will allow the
freight to be taken off the show floor. If the exhibitor or I & D rep fail to
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66
DRAYAGE PROCEDURES
SECTION 4
MOVE-IN
return this form to drayage or if the form is filled out incorrectly, the
drayage company will reroute the freight (also referred to as forcing the
freight) to a carrier of their choosing, commonly known as the “house
carrier.” The drayage company will also reroute freight if the designated
carrier does not show up or if the carrier has not properly checked in.
The exhibitor or I & D rep will complete this form. They must indicate the
carrier with whom they’ve arranged to load their shipment. If the carrier’s
name (United Van Lines or Mayflower Transit) is missing from the MHA, the
drayage company will not release the shipment. The drayage company can
only release shipments to the carrier designated on the MHA. If the carrier
section is left blank, the drayage company will turn the shipment over to the
house carrier.
The drayage company will assign each exhibitor a specific move-in day. At
larger shows a specific time of day will be assigned as well. This allows the
drayage company to maintain better control of the trucks scheduled to
arrive at the show.
When an exhibitor has multiple destinations coming out of the same booth,
the drayage company will require a separate MHA be filled out for each
destination. Likewise, if an exhibitor has pieces coming out of different
booths, an MHA must be filled out for each booth.
If a delivery time was not provided in your dispatch/order information you
should contact your dispatcher or the booking agent to confirm the delivery
time. Otherwise, arrive no later than 6 a.m. the morning of delivery. Checkin will usually begin between 5 a.m. and 7 a.m. Unloading usually starts at 8
a.m. Normally, the first to check in will be the first to unload. At times, the
first to be unloaded is based on the booth’s location within the hall or the
size of the booth itself. The drayage company will decide upon the
unloading sequence.
Check-in usually occurs at the check-in trailer located in the marshaling
yard. Van operators should arrive at the marshaling yard and be in line to
check in no less than two hours prior to the order’s scheduled unload time.
If a marshaling yard is not being used, check-in will probably occur at the
freight desk located at the venue (convention center, hotel, etc). Once you
arrive, be sure to send the “Arrive at Destination” message through your
Smart Phone.
Bring all order paperwork to drayage check-in. This will include your printed
Bill of Lading, a copy of the certified weight tickets (gross and tare) and a
completed inventory. The printed Bill of Lading must include: the name of
the customer, name of the exhibitor, the booth number, and a summary of
pieces or piece count (number of crates, cartons, skids, etc). The “summary
of pieces,” which is printed on the bottom of the Bill of Lading by the van
operator, will provide the drayage company with the information they need
at check-in. The drayage company will usually hold your Bill of Lading until
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68
MOVE-IN
MOVE-IN
unloading is completed. Do not turn in your inventory sheet at check-in; you
will need it to check off each piece as it is being unloaded.
immediately as others are waiting to unload. If possible, visit your customer
at the booth, provide them with the weight of their shipment, and resolve
any problems that may have surfaced.
After checking in, van operators are given a window card number and
instructed to stand by. The drayage company representative will explain the
method used (CB radio, loudspeaker or cell phone) to notify van operators
when it is their turn to unload. Return to your tractor, place the window
card in the windshield and perform a Memo Pad entry noting that you’ve
checked in and the number on your window card. Do not leave the
marshaling area. It is the van operator’s responsibility to remain in the
vicinity (marshaling area) and wait to be called to the unloading area. It is
not the responsibility of the drayage company to track down van operators!
If you miss your call, you will be placed at the bottom of the list.
After being called to the unloading area (usually a dock), the van operator
should remove all in-van equipment and set it aside so it is out of the flow
of traffic. Using your inventory sheet, check off each piece as it is being
unloaded. Pad wrapped pieces must remain wrapped until they reach the
booth site. While unloading, if damage to the shipment should occur, it
must be reported immediately to your dispatcher and/or the booking agent.
Be precise, provide an item description and crate number if there is one,
and report the damage. Time is of the essence: The sooner damage is
reported, the sooner the customer or exhibit house can begin working on
repair or replacement arrangements. Damage must also be noted on the
inventory and the Bill of Lading. Performing an entry in Memo Pad is
required as well.
Once unloading is completed, obtain proper signatures on all paperwork.
Using your Smart Phone, complete and send the “Depart Destination”
message for that order. Move your truck from the unloading area
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70
SECTION 5
MOVE-OUT
Most trade shows “break” or end between noon and 5 p.m. Loading will
usually begin at 8 a.m. the following morning. Unless certain conditions
exist or special arrangements are made, no freight will be moved out on the
day the show breaks. On the day of move-out, van operators are to arrive
two hours prior to their scheduled load time. Once at the show site, van
operators are to check in with the drayage company. Check-in usually
occurs at the check-in trailer located in the marshaling yard. If a marshaling
yard is not being used, check-in will occur at a freight desk located at the
venue (convention center, hotel, etc). Be sure to send the “Arrive at Origin”
message on your Smart Phone.
At check-in, provide the drayage company with the name of the exhibitor,
booth number, and the destination of each shipment you are scheduled to
load. If your shipment has multiple destinations for the same exhibitor, you
will need to provide the drayage company with all of the destinations. When
loading an order for the other van line, van operators must also identify the
van line brand whose order they are loading. A Mayflower van operator will
inform the drayage company they are loading for United Van Lines. A United
Van Lines operator will inform the drayage company they are loading for
Mayflower Transit.
The van operator is given a window card number, which is placed in the
windshield of the tractor. If your shipment(s) is ready, you will be instructed
to proceed to the loading area. If the shipment(s) is not ready, you will need
to wait in the marshaling area until called over your CB radio, loudspeaker,
cell phone, etc. A Memo Pad entry should be made indicating your window
card number. Any pieces that require pad wrapping must be wrapped
before the drayage company will allow loading to begin. If you have pieces
to wrap or if the shipment is not ready, advise the drayage company that
you need to go to the booth site to meet with your customer, perform your
71
MOVE-OUT
inventory and pad wrap if needed. While with the customer, be sure the
proper carrier (United or Mayflower) is entered on the MHA. You should
also plan on how the trailer will be loaded. Knowing which pieces are going
to be loaded in the first few tiers will be very helpful when you get to the
loading area.
When called to the loading area, you will be given a MHA for all shipments
you are loading. Be sure you have a MHA for each destination, including
extra deliveries. This is an ideal time to check your dispatch information
against that which is shown on the MHA. Contact your dispatcher or the
booking agent immediately if any discrepancies are found.
Once in position to load, remember it is the van operator’s responsibility to
assist with and supervise the loading of the trailer. You are responsible for
the condition of your shipment while in transit, even if you have permitted a
forklift driver to load the trailer without your supervision. Should damage in
transit occur, the van operator will be held responsible.
With the MHA in hand, the forklift driver will be ready to load. In many
cases the forklift driver will ask, “what do you want first”? By having a plan,
you can provide the forklift driver with a list of crate numbers and/or pieces
along with the order in which they are to be loaded. This gives the forklift
driver a place to begin and will make the loading process that much easier.
72
MOVE-OUT
MOVE-OUT
As pieces are being brought to the trailer, be sure to check the shipping
labels on each item. This will ensure that you are receiving the correct
pieces. As you are loading, you should check each item for damage. Any
damage found should be noted on the inventory. Even if you were at the
booth site earlier and performed the inventory, you must recheck the
condition of the pieces as well as the piece count. Because the pieces have
not yet been loaded on the trailer, any new damage that is found can still be
added to the inventory.
LOADING SHOW TO SHOW
Loading one exhibitor from a show and delivering directly to another show
will require certified weight tickets. Obtain a certified tare weight before
loading at the show; obtain a certified gross weight after the shipment is
loaded. You will now have the required weight tickets needed for check-in
at the next show. Drayage companies bill exhibitors according to the actual
weight of their shipment, which is why certified weight tickets are so
important.
Once loading is completed, compare the actual piece count against the
piece count listed on the MHA. Even if the piece counts match, the van
operator must walk through the booth to verify that all pieces have been
loaded. Doing so can help avoid those last minute “surprises” which have
been known to occur during a trade show move-out. It is very important to
have the forklift driver or checker sign the MHA and verify the piece count
against the number of pieces that were actually loaded. A notation should
also be made on the MHA for any damaged items that were found in the
shipment. Without a signature and proper notations on the MHA, the van
operator could be held responsible.
When loading multiple exhibitors from one show and delivering all of them
into the same show, leaving to obtain a gross and/or tare weight for each
exhibitor will not be possible. Most drayage companies will not begin the
loading process until each exhibit assigned to the van operator is packed
and ready to be loaded. In other words, the drayage company prefers to
load all assigned exhibitors onto your trailer at once.
Missing items or damaged pieces should be reported to the customer (if still
on-site), your dispatcher and/or the booking agent immediately. This should
be done while you are still at the show site location. If no one can be
reached, leave a detailed voice mail message to your dispatcher and/or the
booking agent. Using your Smart Phone, send a text message to your
dispatcher as well. Damaged and/or missing pieces should be reported to
your dispatcher and the booking agent immediately. A detailed entry in
Memo Pad should also be performed.
Using your SmartPhone, complete and send the “Depart Origin” message
for that order.
73
This is not a common situation; however certified weights are still required.
In this situation the van operator must contact their dispatcher and/or the
booking agent for further instructions. Perhaps the destination show site
has a certified scale or other arrangements can be made to satisfy the
requirements. The key is recognizing that this situation will require some
additional attention on the part of the van operator.
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SECTION 6
EMERGENCY PHONE PROCEDURES
Trade show orders are high profile, high priority and very time sensitive.
They are subject to last-minute changes and adjustments that when
necessary, will require immediate communication to/from the van operator,
dispatcher and the booking agent.
Excellent communication skills on the part of all parties involved with a
trade show order are imperative. Agents who book trade show business are
required to have an after-hours emergency phone number(s) listed in the
special instructions field of every trade show order. This will allow the van
operator access to someone at the booking agent who can help if a problem
should arise. This same logic would dictate that a customer, dispatcher or
booking agent should also be able to contact the van operator assigned to
their trade show. Many trade shows take place after hours and on
weekends, so it is important to keep the lines of communication open 24
hours a day, seven days a week. Van operators should keep their Smart
Phone charged and available to accept calls and messages while under
dispatch.
EMERGENCY PHONE PROCEDURES
UniGroup Hours are:
7 a.m. to 6 p.m. Monday-Friday Central time
Saturday hours are 7 a.m. to noon Central time
UniGroup Phone Numbers
During normal business hours ……………………. 800-283-5161
To reach the after-hours manager on duty ………... 800-428-1234 Security
will contact the manager on duty
Manager of trade shows after-hours emergency …. 314-378-8030
These after-hours numbers are to be used only in case of emergency.
Booking agents know their customers and their specific needs better than
anyone else. If a problem should arise during normal business hours, after
hours or over the weekend, the booking agent should be the first one
called. If the booking agent cannot be reached, contact UniGroup Home
Office operations personnel.
If you encounter a problem with a trade show order, do not hesitate to call.
The following are emergency guidelines and phones numbers to be used if a
problem regarding a trade show is encountered.
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SECTION 7
TRADE SHOW REPRESENTATIVES
TRADE SHOW REPRESENTATIVES
UniGroup provides on-site representation at approximately 100 shows per
year. Each representative has years of experience in the trade show industry
and is very familiar with UniGroup procedures. They have authorization to
act as liaison between drayage, van operators, agents, UniGroup personnel
and our customers. In doing so, the representatives can ensure that things
go smoothly throughout the move-in/move-out process.
Each year UniGroup prepares and makes available a list of trade show
locations where UniGroup show reps will be present. This schedule will
include the names and cell phone numbers for all of the UniGroup trade
show representatives. Van operators can obtain this list from their
dispatcher or their agent. Whenever you are loading or unloading at a show
site where a representative is present, do not hesitate to call on the
representative if help or information is needed.
Our representatives have developed an excellent rapport with drayage
companies in all of the major convention locations. They are very
knowledgeable in the ways of drayage procedures and have the “real world”
experience behind them to resolve problems should they occur. They
provide tremendous assistance at a show site.
The representative’s primary responsibility is to ensure that our customer's
freight is properly serviced. They assist van operators; however, they are
not there to perform the van operator’s duties or take on their
responsibilities. Van operators are still responsible for providing service that
meets UniGroup’s requirements.
The UniGroup reps are a great resource for van operators and should be
called upon when assistance is needed. Likewise, van operators may be
requested to assist the UniGroup reps should their help be required, such as
pulling out an overflow shipment. Of course, the van operator’s
participation must not interfere with or jeopardize any other customer’s
shipment.
The reps are authorized by UniGroup to make decisions and changes to best
facilitate our customers’ needs.
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SECTION 8
TRADE SHOW GLOSSARY OF TERMS
Allianced Order
Term used by UniGroup that refers to an order booked by one van line and
hauled by the other.
Blanket Wrap
See pad wrap.
Booth Product
Products or services on display and/or demonstrated by the exhibitor at a
trade show.
Booth Properties
The items that make up the booth’s physical structure such as wall panels,
counters, display shelves, etc.
Booth Number
A number assigned to each exhibitor’s booth, corresponding to a specific
area on the show floor.
Certified Weight Ticket
A document obtained at a certified weight scale used to demonstrate the
gross and tare weights of a shipment. When delivering to a show site, each
exhibit is required to have a certified gross and tare weight ticket, which is
turned in to the drayage company at check-in.
Check-In Desk/Area
A desk/area staffed by drayage company personnel used to process driver
check-in. Van operators must check in at this location prior to delivering or
loading from a show site. The desk/ area is typically located in the
marshaling yard. It can also be located in the show hall, if a marshaling yard
is in not being used.
Check-In Trailer
An office trailer operated by the drayage company used to house the checkin desk. It is typically located in the marshaling yard or near the show hall.
Check-In Time
A specific time issued to the exhibitor by the drayage company. Van
operators must check in by that time; this will apply to both the move-in
and move-out process.
Checker
Drayage company personnel assigned to assist the forklift driver in checking
off pieces as they are unloaded from or loaded onto a vehicle.
Clearing the Floor
This refers to a point in time in which the drayage company has to clear the
floor of all freight. If a van operator/carrier has not checked in, or an
exhibitor has not turned in or properly completed their Material Handling
Agreement, the drayage company will reroute the remaining freight to a
carrier of their choice, also known as the “house carrier.”
Common Carrier
Any certified trucking company that is available “for hire” by the general
public for the transportation of goods and products. This term is typically
used when describing freight companies.
Control Copy
A copy of the Material Handling Agreement that is retained at the service
desk by the drayage company after it has been completed and turned in by
the exhibitor/I & D.
Crated
Term used to identify booth properties or products that are being shipped
in a fully enclosed wooden crate.
D&E
Display and Exhibit
Diapering
A method of pad wrapping smaller items such as chairs or like items.
Dismantle
Refers to the process of disassembling a booth at the end of the show.
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Display House
A company that designs and manufactures trade show exhibits. Additional
services may also include warehouse and storage as well as arranging
transportation of exhibits.
Also referred to as an Exhibit House.
Dock Foreman
A representative from the drayage company responsible for the
coordination of vans and freight loaded from a specific area at a trade show
site.
Drayage
Refers to the movement of freight into and out of a show site.
Drayage Company
Companies such as GES, Freeman or Sullivan are responsible for the
movement of all freight on the show floor. They will also accept freight in
advance for storage and redelivery to a show site. They are also responsible
for setting all move-in and move-out procedures. Also referred to as the
General Contractor.
Drayage Bill of Lading
See Material Handling Agreement.
Exhibit Days
The period of days the show is actually taking place.
Exhibit House
See Display House.
Exhibitor
An individual representative or a group at a trade show booth displaying
their company’s products and/or services.
Floor Supervisor
An individual assigned by the drayage company who is responsible for
supervising and coordinating the movement of freight on the show floor.
Forced Freight
Freight that has to be rerouted at the time the show floor is to be cleared.
This can be a result of the carrier/van operator not checking in on time, the
exhibitor or exhibitor’s representative failing to specify a carrier on the MHA
or has failed to turn in the outbound MHA (Material Handling Agreement) at
the service desk. The drayage company may be required to force the freight
off the show floor and reroute it onto the house carrier or a carrier of their
choosing.
Forcing the Floor
See Clearing the Floor.
Freight Check-In
Refers to the process of checking in with drayage on the move-in or moveout of a trade show. See Check-In Desk.
General Contractor
See Drayage Company.
Hard Card
House Carrier
A transportation company selected by show management or the drayage
company, used to meet the shipping needs of exhibitors at a show site.
I&D
Installation and dismantle, a term referring to the assembling and/or
dismantling of a trade show booth/exhibit.
I & D Company
A company that performs installation and/or dismantling services on the
trade show floor.
Installation
Refers to the process of assembling an exhibit.
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Load Schematic
A diagram used to plan the loading of items onto a vehicle in the most
efficient way possible.
Marshaling Yard
A designated area near the convention facility used for staging trucks
scheduled to unload or load at a show. Van operators usually check in with
the drayage company at this location.
Marshaling Yard Trailer
An office trailer located in the marshaling yard used by drayage company
personnel to conduct van operator check-in.
Material Handling Agreement (MHA)
A specific document required by the drayage company, used to release an
exhibitor’s booth material or product from a show site. This document has
multiple copies and is used to manage all freight being shipped. Van
operators must obtain a copy of the MHA for each booth loaded from a
show site.
This document is also referred to as the Short Form, Hard Card and Drayage
Bill of Lading.
Move-In
A period of time, usually days in which freight is being moved into a show
site
Move-Out
A period of time, usually days in which freight is being moved out of a show
site.
Official Carrier
A carrier designated by show management or the general contractor to be
on-site during the inbound and outbound movement of shipments at a
trade show.
Official Contractor
See Drayage Company.
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Pad Wrap
Uncrated items will require pad wrapping to protect them while in transit.
Piece Count
A summary of the items contained in a shipment, usually indicated by the
number of crates, cases, cartons, carpets or miscellaneous pieces.
Representative (Rep)
An on-site person designated by a carrier to oversee the handling of their
customer’s exhibits. These individuals act as liaison between the exhibitors,
drayage and the van operators.
Reroute Freight
A procedure in place used by the drayage company to remove and ship
freight found on the show floor at the time the show hall has to be cleared.
Service Center
A centrally located service area at the convention hall set up by the drayage
company to house their on-site personnel. This is where exhibitors can
order or reconfirm the services provided by exposition management such as
labor, electrical, decorating, telecommunications, etc. The official carrier for
the trade show and other vendors can also be found at this location.
Service Desk
An area located in the service center where exhibitors can contact drayage,
obtain a MHA and return it once it is properly completed. The service desk is
where all control copies of the material handling agreement are kept.
Setup
Refers to the process of assembling display booths before the show begins.
Short Form Bill
Show Break
Refers to the time when a trade show officially ends and move-out begins.
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Show Code
An alpha numeric code used to identify individual shows. These are codes
used by UniGroup to help monitor and report on show activity.
Show Directory
A publication provided by show management to exhibitors and attendees of
a trade show. It contains information for a specific show including a
schedule of events, exhibit and conference times and a list of all exhibiting
companies and their booth locations.
Show Management
The association responsible for organizing, promoting and overseeing all the
activities at a trade show. It is also their responsibility to select the general
contractor (drayage company).
Slip Sheeting
Placing like-pieces of pad wrapped items on a sheet of plywood, which are
then secured for protection while being transported by a forklift.
Smart Phone
A cellular phone offering advanced capabilities beyond a typical mobile
phone. UniGroup, Inc utilizes smart phones to operate its communication
systems software. Van operators and dispatch use this system to
communicate order and trade show information as well as to perform other
needed functions.
Standards of Performance
These are performance standards set by UniGroup, Inc. which must be
adhered too by all of its van operators. By following these standards, van
operators can provide our customers with uncompromised service and keep
us ahead of the competition.
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Target Date
A date set by show management for the arrival of an exhibitor’s freight to a
show site. Usually shipments received before or after this date (known as
off-target) are assessed a penalty charge. Target dates are rarely used on
move-outs.
Targeted
Refers to a show that has specific dates and times assigned to exhibitors to
have their booth/exhibit delivered. These preset dates are usually based on
the size and location of the booth area. The larger booths as well as those
located in the rear of the hall are normally delivered first. Most move-ins
are targeted, whereas most move-outs are not.
Tear Down
The process of disassembling booths once the show has ended.
Window Card
A card with an assigned number this is placed inside the windshield of a
vehicle. Drayage issues a window card to each van operator after check-in is
completed. The drayage company uses this process to track and manage
van operators during move-in and move-out events.
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BEST PRACTICES
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CORPORATE SAFETY STATEMENT
The safety of everyone associated with Suddath and United Van
Lines — its agents, customers, and the public — is of paramount concern.
Every possible effort will be made to protect the safety of people and
property. Safety is our first priority and is supported by Suddath and the
United agency family, the Home Office team, and the Board of Directors.
It is Suddath’s and United’s duty and legal responsibility to fully
comply with all safety and other laws and regulations. All persons affiliated
with Suddath and United are expected to demonstrate actions and attitudes
that reflect the highest regard for safety. In summary, safety is our first
priority.
Safety is not an option; it is an absolute.
PRE-TRIP AND POST-TRIP INSPECTIONS
The DOT under 49 CFR 396.11 & 396.13 requires pre-trip and post-trip
inspections. This activity must be recorded on the Driver’s Daily Log.
The above is a guideline. There may be other incidents which require a
drug/alcohol test be taken. Please consult with the insurance carrier
representative or a member of Suddath’s Risk Management team for final
determination.
Suddath’s requirements are to complete a drug test when required within 2 hours
of the incident.
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TREATMENT OF CUSTOMER
The van operator and crew must be in uniform, present a professional
appearance, and treat the customer and the customer’s property with
respect.
The residence of the customer must be protected from damage (e.g. by the
use of rug runners, door jamb protection, banister wrapping, etc.)
The van operator and crew must not smoke in the customer’s residence, nor
in or around the van.
NON-ALLOWABLES
Certain items are so problematic to ship, that they should not be accepted
as part of a household goods shipment. United and Mayflower do not haul
the following materials as part of a household goods shipment:
Hazardous Materials
Anything that is flammable, corrosive or explosive. Examples include:
Aerosols
Ammonia
Ammunition
Canned Heat
Car Batteries
Charcoal
Charcoal Lighter Fluid
Chemistry Sets
Cleaning Solvents
Fertilizer
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Fireworks
Gasoline
Household Batteries
Kerosene
Lamp Oil
Liquid Bleach
Loaded Guns
Matches
Motor Oil
Nail Polish
Nail Polish Remover
Paints
Paint Thinner
Pesticides
Poisons
Pool Chemicals
Propane Tanks
Weed Killer
Perishables
Food, plants, or living things that may die or spoil in transit. Examples
Include:
Frozen Food
Open or Half-used Foods
Plants
Produce
Pets
Refrigerated Foods
NOTE: The Origin Agent should inform customers to empty refrigerators and
freezers and keep appliance doors open for at least 24 hours in advance of
loading to allow the appliance to dry out and prevent mold growth.
Items of Personal Importance and/or Sentimental Value
While not technically a non-allowable, this third category of items can result
in difficult, high-dollar claims. These items listed below are often nonreplaceable (photographs or home videos) or very difficult to replace. Many
of these items have a sentimental value to the customer, and if lost, the
customer places a very high dollar value on them. Items of personal
importance or sentimental value should be carried with the customer.
Examples Include:
Address Books
Airline Tickets
Car Keys
CDs
Checkbooks
Computer Disks/Drives
Financial Documents
IRAs/Deeds/Tax Records
Medicine
Personal Videos
Photographs/Photo Albums
Professional Files
Jewelry/Furs
Research Projects
School Records
Software Backup
Sterling Silver
Stocks & Bonds
Tapes/DVDs
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CONFLICT RESOLUTION
Escalation Process:
In the event circumstances arise that result in aggravated conflict, the
following escalation process should be adhered to fully. Aggravated conflict
includes but should not be limited to shouting, abusive language, or
personal threats.
3) Following full assessment, the General Manager or elected
Executive Management official, combined with interaction from the
Client contact will offer expanded options for complete resolution.
CONFLICT RESOLUTION FORMAL ESCALATION PROCESS
1) Confrontational Behavior is exhibited
a) SRS Employee must remove themselves from the situation
by leaving the residence immediately—Employees under no
circumstances will be allowed to engage in retaliatory
actions, either verbally or physically.
b) Upon exiting the residence, the SRS employee must contact
their Operations Manager and/or General Manager to
notify them of the occurrence and await further instruction.
Customer exhibits confrontational
behavior that might result in conflict.
Remove yourself from the
situation by leaving the
residence immediately.
2) General Manager/Operations Manager will then determine if there
is a serious threat of imminent danger and take appropriate action.
---If determined that the potential for imminent danger exists, the
General Manager will contact the proper local authorities and
advise Suddath’s Corporate Office in Jacksonville of the situation
who will in turn establish contact with Customer’s
Employer/Suddath Client contact.
--If determined that there is no risk of imminent danger, the
General Manager will contact SRS Headquarters so notification can
be given to the client contact. Following notification of the
situation, the General Manager or elected member of Executive
Management will contact the customer to autopsy the situation,
listening intently to concerns and work to properly identify the issue
separating factual information from emotive issues.
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Notify your Operations
Manager and/or General
Manager of the situation and
await further instruction.
GM to contact
local authorities
and Suddath
Corporate office,
who will contact
client to advise.
Y
General
Manager/Operations
Manager to determine
if there is a serious
threat of imminent
danger.
Following full
assessment, expanded
options will be offered
to customer for
resolution in
conjunction with client
involvement
N
SRS
representative will
notify Client and
will then contact
customer to listen
attentively to
concerns and
work to resolve
situation by
separating factual
from emotive
issues
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TRANSPORTATION OF FIREARMS
Many processes and procedures have been put in place for the
transportation of firearms. Oftentimes, our military customers are the ones
assumed to have firearms; however any customer could have a firearm.
As a van operator, you need to take possession of the firearms. Don’t
assume the packers taped up the box and the firearm is included. Be sure
to open all cartons and gun safes to verify the items are included in the
shipment.
Keep in mind ammunition is on the list of non-allowables. Another reason
to double check all firearms prior to load is to verify ammunition is not
included in the shipment.
Additional information regarding the transportation of firearms is included
in the Government chapter of the Van Operator Resource Guide.
WEIGHT CHALLENGE PROCEDURES
Applies to COD and bound shipments
Difference must be more than 10%, if it is 10% or less the driver is
charged $100
Contact the Booking/Origin Agent and obtain a control number
(agent cannot refuse)
Agent has 1 hour to respond and prepare a new Order for Service
If OA doesn’t show – challenge goes through
Note in Memo Pad and on the BOL detailing: agent info, the Control
number, name of person issuing Control number, date, and time
If control number is refused, contact your agent to proceed
Can challenge out of warehouse
Firearm packing procedures to remember………
Confirm any firearm being packed is unloaded
Ensure properly padded if no case is available
Mark carton as household item; DO NOT indicate contents
Household Goods Descriptive Inventory should include:
o Manufacturer’s name
o Make
o Model
o Serial number
Seal carton in the presence of the customer unless it is remaining in
the home until load day
Van operator or lead loader must re-inventory the firearm before
closing and sealing the box in front of the customer prior to loading
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Must see weight tickets
Must challenge prior to load
Must reweigh at destination
Even if you are a local driver picking up the shipment and bringing
back to the warehouse (G-11), if it appears bigger than what is
displayed on the estimate, make the call to your dispatcher. Get
weights!
Explain in Memo Pad
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BACKGROUND CHECK REQUIREMENTS
PASSENGER AUTHORIZATION AND RIDE-ALONGS
The van operator is responsible for verifying that the labor he/she is going
All passengers or ride-alongs must have a completed form sent to the Safety
to utilize has been background checked and deemed to be “eligible”
Department to keep with your file. All passengers and ride-alongs MUST be
regardless of the United agent. This includes all non-driving passengers that
background checked if they will be in contact with the customer’s items or
travel with a van operator who may enter a customer’s residence.
residence. Contact your agency to begin the process on background
checking your passengers and ride-alongs.
There are two basic types of background checks, the 5-Star Check and the
Instant Check. The 5-Star Check is valid for 3 years and is generally used for
routine workers, such as regular helpers and drivers. It has a 1-3 day
processing time. The Instant Check is valid for only 10 calendar days. This
POSSESSION OF ALCOHOL
check is appropriate for temporary labor and can be processed in 30-60
minutes.
As per Company Policy and in conjunction with the Federal Department of
Transportation (reg §392.5), drivers are not permitted to possess alcohol
To complete a background check, it is recommended the van operator
contact his/her hauling agency to process the background check. As a last
resort, the van operator can call the Labor Compliance department at
UniGroup at 1-800-428-1267 to process the background check.
(wine, beer, or distilled spirits) while on-duty or while operating/in control
of a company qualified vehicle. The only exception is if the alcohol is
manifested and transported as part of a shipment. Drivers found to be in
violation of this policy are subject to immediate and permanent
disqualification.
Failure to comply with this policy may result in significant penalties assessed
to the hauling agent.
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11 STEPS TO A CLEAN VEHICLE INSPECTION
Step 11 – Inside of cab
Horns, extinguisher, reflective triangles, seatbelt, registration, paperwork
Safety accountability falls heavily on truck drivers under the CSA. Now,
every driver violation and vehicle violation will not only be counted toward
the motor carrier’s safety score, but may also become part of the driver’s
safety history. The following will help drivers to avoid equipment violations
on their roadside inspections:
Step 1 - Engine
Look for leaks, belts, hoses, steering linkage, leaf springs, hangers, shocks,
inside/outside of tires and rims, lugs, wheel seals, and brake drums
Step 2 & 4 – Sides of cab
Mirrors, batter box, fuel tank, turn signals, reflectors
Step 3 – Front of cab
Clearance lights, head lights, 4-way, license plate, wipers, windshield,
registration, inspection
Step 5 – Rear of tractor
Airlines, electrical lines, cat walk, exhaust, muffler
Step 6 & 10 – Coupling system of tractor
Fifth wheel components, drive tires, rims, lugs, mud flaps, king pin, lights –
tail, stop, and turn
Step 7 & 9 – Sides of trailer/cargo body
Lights, reflectors, landing gear, suspension, airlines, body mounts, tires,
rims, lugs, brakes, wheel seals, exhaust
Step 8 – Rear of truck/trailer
Tail lights, stop lights, turn lights, mud flaps, license plate and light, ICC
bumper, door latch
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MOLD AND CONTAMINATE POLICY
I.
Policy - In order to promote the health and safety of our employees,
contractors and customers, Suddath will not knowingly store or transport
any property that could contaminate or damage our equipment, other
property, or cause illness. Such prohibition includes, but is not limited to,
cargo containing mold, mildew or other contaminates (collectively,
“Contaminates”).
II.
Procedures
A.
Origin
1. If, upon arrival at residence, a salesman, driver, packer,
warehouseman, or other crew member learns of a
Contaminate on a customer’s furniture, clothing, or other
personal effects (collectively, “Shipment”), or if they learn
that there may be Contaminates in the residence or other
buildings (collectively, “Building”), they are to notify their
General Manager or Operations Manager immediately.
2. Upon learning of the existence of a potential
Contaminate, the Operations Manager or General Manager
should, when possible, inspect the Shipment and the
Building. No packing, loading, or performance of any other
services will occur until directed to do so by the General
Manager or Operations Manager, after they have consulted
with Suddath’s Risk Management or Legal Department.
When in doubt, Suddath shall not pack, haul, store, or load
the Shipment.
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B.
Storage and Delivery
1. If a warehouseman, driver or other crew member learns
of a Contaminate on a Shipment delivering into or out of
storage at a Suddath facility, he is to notify the General
Manager or Operations Manager of that facility
immediately. The Shipment shall not be placed into storage
or delivered to a customer’s Building unless the General
Manager or Operations Manager has inspected the
Shipment and, upon consultation with Suddath’s Risk
Management Department or Legal Department, authorizes
such delivery.
2. If a driver or crew member learns of a Contaminate on a
Shipment delivering out of a non-Suddath warehouse, he is
to notify the agent’s General Manager. In addition, he is to
call his own General Manager or Operations Manager for
further instructions before he loads the Shipment. The
General Manager or Operations Manager shall contact
Suddath’s Risk Management Department or Legal
Department. In no event shall the driver load a
Contaminated Shipment unless authorized by his General
Manager or Operations Manager, after having consulted
with either the Risk Management Department or the Legal
Department.
3. If a driver or crew member learns of a Contaminate on a
Shipment at destination, he is to notify his General Manager
or Operations Manager immediately. The General Manager
or Operations Manager must contact Suddath’s Risk
Management Department or Legal Department for further
instructions. The driver shall not unload the Shipment or
bring any items into the customer’s Building unless
authorized to do by so by the General Manager or
Operations Manager, after having consulted with the Risk
Management Department or the Legal Department.
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III.
Liability
RELEASE AND WAIVER OF CLAIMS
Order No.
A.
B.
C.
D.
105
Interstate Commerce – While not stated on the interstate
bill of lading, United and Suddath both subscribe to the 400N Tariff which provides that a carrier is not obligated to
accept for shipment any property that might damage or
otherwise impregnate (contaminate) other property or
equipment (Item 32). In addition, Item 43 of the 400-N
provides that a carrier shall not be liable for loss or damage
caused by “atmospheric conditions such as temperature
and humidity or changes therein.”
Intrastate – While Suddath intrastate bills of lading do not
state that the transportation of shipments containing mold,
mildew or other contaminates is prohibited, they do
exclude liability for loss or damage caused by mold, mildew
or dampness. In addition, Suddath’s warehouse receipts
specifically exclude liability for loss or damage caused by
dampness, mold, mildew or atmospheric extremes.
Accordingly, Suddath will not knowingly store nor transport
an intrastate shipment that may be contaminated by mold,
mildew or other contaminates due to concern for property
damage and personal safety.
Claims adjusters should not accept liability for claims for
loss or damage caused by mold, mildew, or other
atmospheric changes unless they have consulted with
Suddath’s Risk Management or Legal Department and have
been instructed to do so.
Violation of any of these policies and procedures may cause
serious property damage or personal injury. Further, such
violation may subject Suddath to costly litigation and result
in a denial of insurance coverage by our insurance carriers.
KNOW ALL MEN BY THESE PRESENTS, that the undersigned,
his/her/their heirs, executors, administrators, successors, assigns,
attorneys and legal representatives (hereinafter referred to as
"Releasor"), do hereby forever discharge and fully, generally release
SUDDATH RELOCATION SYSTEMS AND UNITED VAN LINES, LLC and
their subsidiaries, affiliates, officers, directors, agents, successors,
assigns, employees, contractors, attorneys and legal representatives
(hereinafter referred to as "Company") from any and all claims,
liability, actions, causes of action (whether in contract, tort or
otherwise), demands, rights, obligations, damage, attorneys’ fees,
costs, and compensation whatsoever for death, personal injury, and
property loss or damage of every kind and nature, including,
without limitation, foreseen and unforeseen personal injury, death,
and property loss or damage, which the undersigned now has/have
or which may hereafter accrue on account of or in any way growing
out of the delivery of the personal property of the undersigned,
shipped and stored under the above-referenced Order Number (the
“Shipment”) into Releasor’s residence.
For and in consideration of the promises and covenants
contained herein and other good and valuable consideration,
including the release of Company, the receipt and sufficiency of
which consideration is hereby acknowledged, the parties agree as
follows:
1.
Releasor acknowledge(s) and agree(s) that Company has
informed Releasor that mold, mildew or other contaminates may
have contaminated the Shipment.
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2.
Releasor acknowledge(s) and agree(s) that Company has
advised Releasor against the delivery of the Shipment into
Releasor’s residence because of the risk of property damage,
personal injury and/or death.
3.
Releasor acknowledge(s) and agree(s) that despite being
advised by Company against delivering the Shipment into Releasor’s
residence, Releasor insist(s) that Company do so.
4. Accordingly, after being fully advised of the risk and potential for
damage to property, personal injury, or death, Releasor agree(s) to
waive any and all claims for personal injury, death, or property loss
or damage arising out of Company’s delivery of the Shipment into
Releasor’s residence.
5.
Releasor has/have not been influenced or coerced in any
manner or to any extent to execute this Release and Waiver of
Claims by any representations or statements of the Company or
their representatives regarding any matters, and have voluntarily
executed same.
6.
Releasor hereby represent(s) that the undersigned have full
authority to bind Releasor, his/her spouse, his/her/their minor
children, pets, and anyone residing in the residence, under the
terms of this Release. The undersigned declares that Releasor
suffer(s) from no legal disability or mental/physical disability which
would render Releasor unable to execute this Release and Waiver of
Claims. The undersigned further state that Releasor has/have not
taken any drugs or medication prior to the execution of this Release
and Waiver of Claims which would prevent Releasor from
understanding the terms herein.
107
The undersigned further declare and represent that this Release and
Waiver of Claims contains the entire agreement between the
parties hereto and shall inure to the benefit of the executors,
administrators, personal representatives, heirs, successors and
assigns of each. All parties hereto agree that the terms of this
Release and Waiver of Claims are contractual and not a mere
recital.
THE UNDERSIGNED HAVE/HAS READ THE FOREGOING
RELEASE AND FULLY UNDERSTAND(S) IT.
Signed, sealed and delivered this
.
day of
, 20
By:
Witness
By:
Witness
108
QUALITY
THOUGHTS
Service crews are
equipped with a
Suddath Home
Protection Kit
demonstrating we care
about our customers’
valuables as well as
their property. The
use of the Home Care
Kit creates a positive
first impression in the
customer’s eyes
showing Suddath cares.
The blue duffle bag is
an image.
The image created
from your professional
attitude along with
caring for their home
and belongings with
proper use of
protection will make a
lasting impression.
IMPORTANT NUMBERS
1-800-395-7100
SUDDATH CORPORATE OFFICE
QUALITY ASSURANCE
CUSTOMER CARE
RISK MANAGEMENT
1-800-333-3360
DISPATCH
1-888-768-3056
DRIVER RECRUITING
1-855-342-2595
ACCIDENT/INJURY REPORTING
“You never get a second chance to make a good
first impression.”~Will Rogers
“We are what we repeatedly do. Excellence,
therefore, is not an act but a habit.” ~Aristotle
This booklet has been brought to you by Suddath’s Quality Assurance Department

The Road to Proper Paperwork and Best Practices

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