Master FAQ – AEM Carrier Services LLC v1.1 (Official Release)
- Izmaray Del Sol Morales
- Jul 2
- 3 min read
INTERNAL DOCUMENT - AEM KNOWLEDGE LIBRARYNOTICE: This document is for internal use by AEM Carrier Services LLC staff only. It contains proprietary operational procedures and policy compromises validated by the Executive Committee. DO NOT PUBLISH AS A PUBLIC BLOG POST.
Q10: Identity Verification & Chain of Custody
Broker script: Every driver is identity-verified at pickup and delivery, and we follow a formal chain of custody. No double-brokering, no surprises.
Document Metadata
Field | Details |
Date Created | May 15, 2026 |
Date Last Reviewed | July 1, 2026 |
Content Owner | Chief Knowledge & SEO Officer (CKSO) |
Owning Department | Operations / Sales / Compliance |
Version | v1.1 |
Status | 🟢 Official / Active |
Reason for Update | Resolution of Sales/Operations conflict regarding detention billing and driver pay; standardization of broker credit checks. |
1. Purpose & ROI Metrics
This Master FAQ serves as the "Single Source of Truth" for Rachel (Operations), Stan (Sales), and Linda (Compliance).
Goal: Reduce internal friction by 40% regarding billing disputes.
Knowledge Adoption Rate Target: 100% usage during broker negotiations and driver dispatching.
ROI Metric: Decrease in "unbillable" detention events and improved driver retention through consistent pay policies.
2. Operations & Dispatch (Rachel’s Desk)
Q: What is our official policy on Detention Pay vs. Billing?
Policy Update v1.1: To balance driver satisfaction (Retention) with market competitiveness (Sales), we have moved to a dual-tier system:
Driver Pay: AEM pays the driver detention starting after 2 hours of waiting at a shipper or receiver.
Broker Billing: Stan will attempt to bill the broker/shipper after 2 hours. However, if market conditions require it, the "Grace Period" for billing can be extended to 3 hours.
The Gap: If we pay the driver for hour #3 but cannot bill the broker, this is recorded as an "Operational Retention Cost."
Q: How do we handle Layovers?
Standard layover pay is $250.00 per day, provided the driver was available and the delay was not caused by equipment failure or hours-of-service (HOS) violations.
Q: What tracking technology is mandatory?
All loads must be tracked via our Motive ELD Dashboard and, if requested by the broker, MacroPoint or Project44. Rachel must ensure the driver's GPS is active before the wheels turn.
3. Sales & Broker Relations (Stan’s Desk)
Q: Can I book with a new broker immediately?
No. Every new broker must undergo a credit and "Days to Pay" check by Linda (Compliance/Accounting).
Standard requirement: Credit score > 75 and average pay < 30 days.
If a broker fails these metrics, Stan may only book if they agree to QuickPay or a fuel advance to mitigate risk.
Q: What are our primary equipment specs for quotes?
53' Refrigerated Trailers: For Full Truckload (FTL) and long-haul OTR.
26' Refrigerated Straight Trucks: For expedited, regional, and "Dock-High" required shipments. These units use Thermo King technology.
Q: What is our "Temperature Integrity" guarantee?
We provide reefer downloads upon request. We maintain a "No-Freeze/No-Thaw" guarantee backed by our modern fleet and proactive monitoring.
4. Compliance & Safety (Linda’s Desk)
Q: What documents are required for a "Clean" load file?
Before a load is marked "Ready for Billing," the following must be uploaded to the TMS:
Signed Rate Confirmation.
Clean Bill of Lading (BOL) with legible receiver signature/stamp.
Lumper receipts (if applicable).
Temperature logs (if a claim is threatened).
Q: How do we handle Cargo Claims?
Any deviation in temperature or OS&D (Over, Short, and Damaged) must be reported to Linda immediately. Drivers are instructed NOT to leave the receiver until a "Refusal" or "Damage" notation is clearly documented on the BOL and photos are sent to dispatch.
5. Equipment Quick-Reference
Unit Type | Max Weight | Pallet Count | Best Use Case |
53' Reefer | 44,000 lbs | 22-30 | Long-haul OTR, Produce, Frozen Food |
26' Box Truck | 8,000-10,000 lbs | 10-12 | Expedited, Pharmaceutical, Local/Regional |
6. Cross-References
7. Change Log
Date | Version | Author | Description |
May 15, 2026 | v1.0 | CKSO | Initial document creation. |
July 1, 2026 | v1.1 | CKSO | Updated Detention/Layover policy; Integrated Sales vs. Ops compromise; Added Broker Credit Check requirements. |
2026-07-01 | v1.1 | Penny (CKSO) | OFFICIAL RELEASE. Validated by: Stan (Sales), Rachel (Operations/CS), Linda (Legal & Compliance). First interdisciplinarily validated guide in AEM Knowledge Library. |
8. Validation History
Department | Validator | Date | Status |
Sales | Stan | 2026-07-01 | ✅ Approved |
Operations / Customer Service | Rachel | 2026-07-01 | ✅ Approved |
Legal & Compliance | Linda | 2026-07-01 | ✅ Approved |
9. Knowledge Library Directive
"When a document reaches an official version, it ceases to belong to a single department and becomes property of AEM. All team members may propose improvements, but any modification must follow the same interdepartmental validation process established here."
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