Carrier/CLC Escalation Process

(Use for requesting assistance* with CLC carriers)

Updated: 3/26/2018

Reference document: Updated CLC Contact Listing

(*Sample requests – CLC scheduling or delivery assistance, transship or returns status, request for BOL or other customer required documentation, carrier issues, etc.)

Before reaching out to CLC Carriers, please use available “self-help” tools for order tracking:

EMP order tracking – basic order status (use order number or shipping order)

EMP/TMS order tracking (Agents/DTPs) –

Order Status Tool (requires S3 login) - additional detailed EMP order status/information, especially prior to shipment from PDC warehouse.

If escalation is still required:

1st request of CLC carrier:

  • Address note to Carrier Scheduler and/or general email address per latest “Updated CLC Listing”
  • State request in sufficient detail including order number / serial number
  • 8business hour response time expectation
  • Follow up with phone call to scheduler if no response received within 8 business hours

2nd request to CLC carrier:

  • To: Carrier Scheduler, and/or general email address (same as above)
  • Cc: Debbie Forrester or Rick Ellis (see assignment matrix on page 2)
  • Alert Field Logistics team of potential issue
  • Subject line add in: **2nd Request**
  • 4 hour response time expectation
  • Follow up with phone call to scheduler if no response received within 4 business hours

3rd request to CLC carrier:

  • To: Carrier Scheduler & Debbie Forrester or Rick Ellis per assignment matrix
  • Request help resolving issue
  • Cc: Carrier Site Manager per latest “Updated CLC Listing”
  • Alert Carrier Local Management of potential issue
  • Cc: Amy Maxwell
  • Alert Field Logistics management of potential issue
  • Subject line add in: **3rd Request**
  • 2 hour response time expectation
  • Call site manager if no response in two hours

4th Request (and beyond):

  • To: Carrier Site Manager & Amy Maxwell
  • Requestmanagement level help to reach resolution
  • Cc: Debbie Forresteror Rick Ellis
  • Cc: Carrier Regional support if known
  • Alerts Carrier regional management of potential long term issue with site responsiveness
  • Subject line add in: **4th Request**
  • 2 hour response time expectation
  • Optional – follow up with phone call to Field Logistics Organization

Anytime a contact is listed as out of office, if the issue should be resolved before his/her return, do not include him/her in the subsequent communications. Be sure to use the backup email listed on the out of office notice.

Field Logistics Organization - Carrier Assignments

Company / Carrier Site Numbers / Field Logistics Org
All Points / 050, 054, 088, 089 / Debbie Forrester
Aloha Isle Moving / 100 Kauai / Rick Ellis
Anthony O Fleming / 106 St Thomas / Debbie Forrester
Apex Express / 006 NYC, 198 (Boston production) / Debbie Forrester
Carlile Transportation / 004 Anchorage / Debbie Forrester
Consolidated Transport / 108 Saipan / Rick Ellis
Fidelitone / 001, 017, 022, 023, 038, 042, 043, 045, 046, 061, 064, 072, 097, 109, 110, 197 / Rick Ellis
Flemings Transport / 105 St Croix / Debbie Forrester
Guam Transport / 107 Guam / Rick Ellis
Hawaii Transfer / 104 Honolulu/Oahu / Rick Ellis
Monarch Storage / 027 Thorofare, 052 Harrisburg / Debbie Forrester
Nationwide Electronics / 041 Des Moines / Debbie Forrester
Redman Van & Storage / 074 Salt Lake City / Debbie Forrester
Reliable / 002 Juneau / Debbie Forrester
Ryder / 012, 021, 026, 029, 034, 044, 058, 060, 063, 076, 077, 081, 083 / Debbie Forrester
Safeway / 028 Indianapolis / Debbie Forrester
Sullivan Moving / 067 Phoenix / Debbie Forrester
Takhashi Bros / 103 Hawaii / Rick Ellis
Valley Isle Express / 101 Maui / Rick Ellis
WDS / 059 Houston, 086 Dallas, 087 San Antonio / Rick Ellis