P&D Drivers
& The Customer Experience
Contributed by: Kara Smallwood, Customer Experience Manager
It’s easy to take for granted the incredible work our teams do every day, especially when they make it all look effortless. That’s why, each quarter, I’ll be highlighting one of our amazing departments and the vital role they play in shaping our customer experience.
This quarter, we’re shining a light on one of the most visible and impactful teams in our operation: our Pickup & Delivery (P&D) Drivers.
The Critical Role of P&D Drivers
Our P&D Drivers are the frontline of our business: picking up and delivering our customers’ freight. Their work may seem routine, but it’s filled with detail, responsibility, and professionalism that directly affects customer satisfaction.
Before heading out on their routes, every P&D Driver performs a thorough pre-trip inspection of their truck and trailer(s). Some items included in this inspection are:
- Checking fluid levels
- Ensuring adequate fuel and DEF
- Inspecting all lights (including trailer lights and turn signals)
- Examining tire condition
These checks are essential to:
- Ensure the safety of our drivers and the public
- Protect our valuable equipment from damage
- Prevent breakdowns that delay deliveries and impact customer service
Executing Pickup & Delivery with Precision
Our drivers manage every shipment with care and accuracy. Here’s how:
Deliveries
- Verify piece counts, read labels and PRO numbers, and inspect for damage
- Meet appointment times—even if that means going out of route
- Confirm accuracy to ensure customers receive what they expect, when they expect it
Pickups
- Count pieces, verify labeling, and inspect for damage at pickup
- Ensure shipments are PRO’d correctly, matching the Bill of Lading
- Evaluate packaging for durability—freight must be able to withstand the rigors of movement over the road
- Prioritize early-closing pickups, even while finishing deliveries
- Ensure all scheduled pickups are completed
More Than Just Drivers
Beyond logistics, our P&D Drivers maintain their professional credentials—commercial licenses, medical cards, and other required certifications—so they’re always ready to serve at the highest level.
But perhaps most importantly, they build meaningful relationships with our customers. In the brief moments they’re on-site, they represent our brand, our values, and our commitment to being a true partner.
We want our customers to know they can trust us—not just to deliver freight, but to help them look good to their customers
