Pros
The operational staff consisted of hard working, experienced employees, and several had dedicated many years to the company. There was a wealth of knowledge. Access to a variety of service contracts and preferred carriers. Adequate training tools are available for new employees.
Cons
The company is now process + procedure driven, taking people and personalized service out of the equation. Too many layers of management that do not understand the actual operational process and the procedures. The regional management expectations were unrealistic which put a lot of pressure on the local management and staff. Operational staff does not feel appreciated and is grossly overworked. Too many operational systems, applications, and layers to accomplish even the most simplest task. Due to the layers of people, there is an internal struggle of responsibilities & accountability. The company has steered to a cookie-cutter approach to forwarding, disregarding what is best for each client. Many employees left in 2016, including most of the local management/sales. The company seems to have lost their identity and focus. Local management shows favoritism with a fraternity-like feel.