A behind the scenes look at the HAQM Freight enterprise shipper support team

The idea of shipping is a simple proposition: moving a load from A to B. But under the surface is a complexity that supply chain professionals know well: ensuring tech systems integrate properly, matching dynamic supply and demand, reacting swiftly to disruptions, and more.

That’s why HAQM Freight has built a comprehensive team to help our largest shippers on each stage of their freight experience. These individuals work closely with our customers to optimize their shipping and plan for the future.

“Enterprise shippers all face similar challenges but each have highly unique networks and needs,” says Matt Harris, Head of Enterprise Business at HAQM Freight. “That’s why we have built a team of transportation experts to streamline the daily details and guide our customers to achieve their objectives.”

But first, what is HAQM Freight? Put simply, it is an externalizing of HAQM’s supply chain to give shippers access to the HAQM network of more than 60,000 trailers, 20,000 intermodal containers, and advanced tech. The offering includes both inbound to HAQM and external to shippers’ facilities. For enterprise-level shippers, we have customized capabilities that provide a reliable, flexible, and scalable solution.

The service includes a team dedicated to supporting our largest customers. Here’s what they do.

The first stop for most enterprise shippers interested in HAQM Freight is their business development representative. The rep’s role is to get a 360-degree understanding of the shipper and identify opportunities.

At this early stage, says Harris, “the rep focuses on deeply understanding shipper pain points and network opportunities.” The rep is asking the shipper questions such as “What are your macro level needs?” and “Where are your trouble areas?” – all in an effort to assess the synergies between HAQM and the shipper. Experienced in problem solving and well versed in our capabilities, the rep “turns a problem statement into a solution plan.”

From there, once a shipper proceeds with HAQM Freight, it’s off to the Onboarding Team (known as “Professional Services”). Each customer gets an onboarding specialist to ensure a smooth connection between HAQM’s and the customer’s networks and systems.

This is where the finite mechanics get worked out and the specialists supports it all: piping in EDI/API integrations, setting up trailer pool details with onsite contacts, aligning internal processes, and ensuring the accounting systems are up and running. The little things are huge in freight, and the onboarding process is essential to get ahead of them.

The key to harmonizing this complex process is that the specialist has been in communication with the business development rep early on. The specialist has a deep understanding of the customer’s shipping profile so they can hit the ground running.

The onboarding is done and now comes the execution. That falls to the HAQM Freight Operations Team. Their role is to schedule, support, and make sure your freight flows on-time.

They are also on the front lines when it comes to operational readiness and recovery. While HAQM Freight uses technology to plan routes in advance and mitigate the impact of such occurrences, disruptions are inevitable in transportation. When they happen, the Operations Team is in place to interface with other HAQM teams and respond swiftly.

What makes their roles unique is how embedded they are with shippers and stakeholders of the shippers. For instance, they have to understand the needs of the receivers of a customer’s loads because they can have vastly different acceptance and load systems. The Operations Team unpacks those intricacies to iron the process out.

Each new enterprise shipper receives a dedicated account executive (meet one here). The “AE” is responsible for quarterbacking the day-to-day support of the customer but is also looking for new growth areas. The AE gets involved further upstream at onboarding time so he/she is fully up to speed with the customer.

“The account executives start each day thinking about what they can do to help their portfolio of customers,” says Harris. They hold quarterly business reviews to track performance and look for new opportunities. For instance, AEs help identify pilots HAQM Freight is launching that shippers can take advantage of.

The AE is also a touchpoint for other areas within HAQM. That could be finding channel optimization strategies with the HAQM.com retail team or unlocking the potential of AWS Supply Chain’s capabilities

At the end of the day, it’s about collaboration and anticipating the needs of our customers. “What is exciting is what the future holds. We love getting customers in on the ground floor so they can grow with HAQM,” says Harris.

The complexity of transportation is never-ending, but the team at HAQM Freight is here to help navigate it. Contact our Enterprise Sales Team to get started, meet some of the individuals above, and see what we can deliver.