RR-10 RR-10-01-02 — Freight Sales and Account Management
This process involves the sales and account management activities for freight services, including customer inquiries, contract negotiations, pricing, and order processing.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-01-02 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Freight Sales and Account Management |
| Trigger | Customer inquiry or request for freight service |
| Outcome | Successful completion produces a signed contract with agreed terms and conditions, and a shipment plan that includes routing, equipment allocation, and scheduling. |
| Systems | Loup Logistics ShipmentVision UP customer portal (up.com secure portal) NetControl I-ETMS |
| Regulatory Hooks | 49 CFR Part 217 49 CFR Part 232 AAR Interchange Rules (Rule 88 and related) 49 U.S.C. § 21103 |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Customer Inquiry | Account Manager / Sales Representative | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Customer inquiry via phone, email, or portal | Inquiry logged in system | Response time within 2 hours | Handling large volumes of inquiries efficiently | N | N |
| 1.2 | Initial Assessment and Quotation | Pricing / Yield Manager | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Customer inquiry details | Quotation with pricing and terms | Quotation accuracy rate above 95% | Pricing competitiveness in the market | Y | N |
| 1.3 | Negotiate Contract Terms | Account Manager / Sales Representative | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Quotation and customer feedback | Contract draft | Negotiation closure rate above 90% | Balancing customer satisfaction with company profitability | Y | N |
| 1.4 | Approve Contract | VP-Loup (Loup Logistics) | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Contract draft | Approved contract | Approval time within 24 hours | Ensuring compliance with company policies and legal requirements | Y | N |
| 1.5 | Order Processing | Dedicated Logistics Representative (Loup) | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Approved contract | Shipment order details | Order processing accuracy rate above 98% | Handling errors in order processing | N | Y |
| 1.6 | Routing and Equipment Allocation | Service Design / Network Planning Analyst; VP Network Planning & Operations | NetControl (service design use); I-ETMS (Interoperable Electronic Train Management System) | Shipment order details | Routing plan and equipment allocation | Optimal route selection rate above 85% | Balancing cost efficiency with service speed | Y | N |
| 1.7 | Scheduling and Dispatching | Train Dispatcher; Control Operator; Chief Dispatcher | NetControl (service design use); I-ETMS (Interoperable Electronic Train Management System) | Routing plan and equipment allocation | Dispatch schedule | On-time dispatch rate above 90% | Managing train delays and rescheduling | Y | N |
| 1.8 | Monitor Shipment Progress | Account Manager / Sales Representative; Dedicated Logistics Representative (Loup) | ShipmentVision; UP customer portal (up.com secure portal) | Dispatch schedule | Shipment status updates | Status update accuracy rate above 95% | Providing accurate and timely information to customers | N | Y |
| 1.9 | Handle Exceptions and Claims | Claims Adjuster; Account Manager / Sales Representative | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Shipment status updates and customer complaints | Resolution of exceptions and claims | Exception resolution time within 24 hours | Managing customer dissatisfaction due to delays or issues | Y | N |
| 1.10 | Post-Shipment Review and Feedback | Account Manager / Sales Representative; VP-Loup (Loup Logistics) | Loup Logistics; ShipmentVision; UP customer portal (up.com secure portal) | Shipment completion details | Customer feedback and process improvement suggestions | Customer satisfaction score above 80% | Gathering actionable insights for continuous improvement | Y | N |
📊 KPIs & Risk Register
KPIs
Response time within 2 hours Quotation accuracy rate above 95% Negotiation closure rate above 90% Approval time within 24 hours Order processing accuracy rate above 98% Optimal route selection rate above 85% On-time dispatch rate above 90% Status update accuracy rate above 95% Exception resolution time within 24 hours Customer satisfaction score above 80%
Key Risks
Pricing errors leading to lost business Equipment allocation issues causing delays Train scheduling conflicts resulting in missed deadlines Incorrect shipment status updates confusing customers Claims processing delays impacting customer trust
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.2, 1.3, 1.8, 1.9 Pricing / Yield Manager · 1.2 VP-Loup (Loup Logistics) · 1.4, 1.10 Dedicated Logistics Representative (Loup) · 1.5, 1.8 Service Design / Network Planning Analyst; VP Network Planning & Operations · 1.6 Train Dispatcher; Control Operator; Chief Dispatcher · 1.7 Claims Adjuster · 1.9