The Dock Crew
& The Customer Experience
Contributed by: Kara Smallwood, Director of Customer Experience
It’s easy to overlook the incredible work our departments do each day, simply because they make it look so seamless. Each quarter I will be spotlighting one of our amazing teams and the vital role they play in shaping our customer experience. First up: our Dock Workers.
Dock Workers & Their Critical Role
Dock Workers handle over 90% of the freight moving through our system—making their role absolutely essential to our success and the satisfaction of our customers. Below are highlighted some of the key responsibilities that when done correctly, help ensure we are providing a world class experience to our customers.
AM Dock Team
- Unload each trailer arriving from linehaul—trailers are packed tightly and efficiently (think Tetris).
- Inspect freight for damages or shortages and document any issues.
- Sort and move freight across the dock into P&D (Pickup & Delivery) routes, ensuring trailer floors are clean and freight is properly palletized for easy handling.
- Secure all freight using ropes or straps to protect it during transit.
- Follow all hazmat regulations—ensuring proper handling, separation, and securement.
PM Dock Team
- Receive and sort freight from multiple P&D routes.
- Load linehaul trailers with precision—again, high and tight (like Tetris).
- Secure freight with straps or ropes to prevent shifting or damage in transit.
- Use dunnage to protect freight during stacking.
- Comply with all hazmat requirements to ensure safe and legal transport.
In addition to the above, Dock Workers are responsible for reweighing and dimensioning flagged shipments using their handheld devices—ensuring billing accuracy and that we are properly compensated for our services.
All of this is accomplished under tight time constraints, with a constant focus on safety, accuracy, and protecting the freight our customers trust us with every day.
Let’s take a moment to recognize and appreciate the hard work and dedication of our Dock Teams—they truly help keep everything moving.
