new carrier manual
If there is one thing we have learned in the past 19 years, it is that being the best at relocating
anything across the United States, or around the world, only happens with the right team.
By joining the Reindeer carrier network, you have committed to the highest level
of customer service with every vehicle we entrust to you.
We thank you for that dedication and are confident that together we will enjoy
many successful relocations and many satisfied customers!
real. personal. service.
that’s our promise.
Hello and welcome to the Reindeer Family!
As the Carrier Compliance Manager at Reindeer Auto, I am here to ensure that both parties– Reindeer
and your company– develop and maintain a successful partnership.
Our commitment to our carriers is to help make your job as easy as we can, provide competitive and
attractive rates, and facilitate payments quickly.
Requirements for all Reindeer Auto Carriers:

Uphold compliance with all Federal Highway, Safety and DOT regulations

Obtain and provide proof of Reindeer required levels of insurance coverage: minimum $1,000,000
Liability / $100,000 Cargo

Maintain a professional and polite demeanor with every vehicle owner at all times

Complete and submit invoices, SIGNED inspection forms, and any other required paperwork in a
timely manner (very important as it does affect payment)!

Deliver every load on time; clean; and, of course, damage free (just as if it was your own)

Constant communication/updates via phone, text, email, etc., (from pick-up through delivery)
We take great pride in having an excellent reputation and relationship with thousands of carriers. We
respect and admire the hard work it takes to do the job well, and we value you as partners. We know
we cannot do it without you!
Moves are assigned on a first-come, first-serve basis, and we dispatch based on past loads and
performance. We only hire the best, because that is what our customers expect, and what we
promise.
I truly look forward to developing a strong, lasting relationship with you and your company. I am
always available for whatever you may need before, during and after every move.
Sincerely,
Cathy Mosher
Manager of Carrier Compliance
Direct Line: 317.299.1736
Toll Free: 800.548.4020
Fax: 317.829.3575
[email protected]
our depart
d
ments—
—yourr team
operattions– yo
our team
mmates | 1.800.5448.4020
This is you
ur starting lin
ne-up. Every move is first assigned an Ops Specialisst. This perso
on is the prim
mary
contact fo
or:



Load Availability / Planning
Pricin
ng
Load Status Updattes: location,, ETA’s, delayys, etc.
As you ge
et to know the Ops team, you
y will find each person
is an invaluable resourrce for assistaance and info
ormation on
every move. They enssure that the carriers with the best
nce are at the
e top of the liist for every
reputation for excellen
d do their best to make yo
our job as stre
ess free as
order, and
possible once
o
a load iss assigned. Having
H
a greaat relationship
p between O
Ops and our caarriers equalss
more bussiness for us all!
a
quality
y assurance–you
ur cheerle
eaders | 1.800.5448.6860
Our QA Specialists are
e the service contacts
c
for our
o customerrs—the vehiccle owners. TThe QA
he owner thro
oughout the entire move.. They sched
dule pick-ups,, delivery dattes,
communiicates with th
and make
e sure the ow
wner knows exxactly where their vehiclees are at all tim
mes. They th
hen communicate
with an Ops
O Specialistt, who assignss the move to
o a carrier.
Balancing
g the needs of
o the custom
mer with the requirementss of the carrieers can be a trricky task, but our
QAs are th
he best in the
e business wh
hen it comess to providing
g “real. perso
onal. service
e.” You may n
never
talk to a QA
Q directly—
—but know thaat they are allso one of you
ur best resou
urces. When tthey do a good
job (which is always!), you reap the
e benefits witth an informeed and satisfieed customer at delivery.
quality
y care–y
your prob
blem solv
vers | 1.8800.548.88430
We like to
o believe thatt every vehiclle will be deliivered damag
ge-free and o
on time, and w
we know thaat is
your goall. But the reality is—accid
dents happen
n.
When the
ey do, we havve a dedicated team readyy to assist and
d move the p
process along
g as quickly as
possible. We all want to get back on
o the road as quickly as p
possible! Pleaase get to kn
now our proceesses
and proce
edures. Alwaays secure pro
oper BOLs/in
nspection sheeets (SIGNED)) and submit them
immediattely upon dellivery. If you are ever unsu
ure how to h andle an ord
der for ANY reeason, call your
Ops Specialist. We havve staff availaable 24 hourss a day, 7 dayys a week to h
help you.
accounting–yo
our money people | 1.8000.548.97220
Without a doubt, these are probab
bly your favorrite people in
n our building
g! Your long haul contract will
always ind
dicate which accounting specialist will be handling
g your paymeent. The bestt way to ensu
ure
your paym
ment processs goes smootthly is to subm
mit your com
mpleted paperwork immed
diately after
1
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d 2.2016
delivery. Send it to the fax or email address liste
ed on the lon
ng haul contrract for that sspecific orderr.
Making su
ure it gets to the right perrson ensures a prompt pa yment with n
no delays!
Payment terms are Neet 20— which
h means paym
ment is madee 20 days from
m the date paaperwork/invvoice
is received. All requirred paperwo
ork must be received
r
befo
ore your paym
ment can be processed.
paym
ment optio
ons

Check: Checkks are mailed via the USPSS on the 20th calendar dayy after all com
mpleted
paperwork is received.
r

Comdata Com
mchek: Comcheks are issu
ued within 244 – 48 hours after paperw
work is receiveed.
There is a 5% fee
f for any Co
omchek issue
ed, and a Com
mdata $4.50 ffee per everyy $1000 (Reindeer
does NOT waivve Comdata fees).
f
 ACH:
A
Simply fill
f out the en
nclosed ACH form
f
No relocations are
e ever COD. All
A billing/payyments are th
hrough Reind
deer— not ou
ur customerss.
invo
oices
Subm
mit your invoice to Reindee
er Auto along
g with all neccessary and completed forms after delivery.
Includ
de desired paayment meth
hod, and yourr address and
d contact info
ormation.
Important: If no payment
p
optio
on is specified
d we will issuee a check.
thesse docume
ents MUST
T be on file
e to work w
with Reind
deer

W-9
W (last page
e of this manu
ual)

Operating
O
Autthority

Current Insuraance, showing
g Reindeer Auto as the ceertificate hold
der

Minimum
M
cove
erage require
ed is $1,000,0
000 for liabilitty and $100,0000 for cargo
o.
carrrier.reinde
eerauto.co
om–our de
edicated ca
arrier web
bsite
Want to ssee our availaable loads an
nd rates BEFO
ORE
they are released to C
Central Dispatch? Then simply
osher. You w
will be emaileed a
email or call Cathy Mo
d. Our websitte is designed
d as a
User ID aand Password
tool for yyou to use to get more bu
usiness and th
he
informattion you need
d. We also em
mail an availaable
d “Car Alerts” as
loads listt every morniing and send
needed.
2
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d 2.2016
ACH enrollment form—the BEST way to get paid!
Enroll in our ACH Program and authorize automatic payments to your checking or savings account.
There is no cost to participate in this program.
Direct Payment Plan Advantages



It saves time.
It is an easy, efficient means for tracking funds at all times.
It is easy to sign up.
How the Direct Payment Plan Works
By filling out the Authorization for Direct Payment section below, funds owed to you will be
automatically credited to your checking or savings account by Reindeer Logistics, Inc. The credit
entry will be viewable on your bank statement for easy reconciliation. There is a $25 fee for all
returned items. A payment summary will be emailed to you after payment has been processed.
Please complete the authorization form below and the attached W9 form. Attach a voided check and
return it to us to take advantage of this convenient Electronic Payment Enrollment.
AUTHORIZATION FOR DIRECT PAYMENT
I authorize Reindeer Logistics, Inc. to initiate electronic credit entries to my account as described below. I
acknowledge that the origination of ACH transactions to my account must comply with the provisions of the
US law. This authority will remain in effect until either party has cancelled in writing.
Name:
Street Address:
City:
State:
Zipcode:
Name of Financial Provider:
Deposit Account Number:
Deposit Routing Number:
Check One:
'
Checking Account
Signature:
'
Savings Account
Date:
Email address for payment notification:
Please send completed form to our Accounting Department:
 via fax: 317.829.3558
 email: [email protected]; or
 mail: Reindeer Auto Relocation, Attn: Courtney Waugh, 5100 Charles Court, Zionsville, IN 46077
3
revised 2.2016
samp
ple—B
BOL/Veh
hicle In
nspection Forrm
THE INSPECTION FO
ORM MUST
T BE FILLED OUT CORR ECTLY AND
D COMPLET
TELY. IT MU
UST
BE SIGNED BY BOTH DRIVER AND
A
VEHICL
LE OWNER A
AT PICK-UP
P AND DELIV
VERY, THEN
N
TED TO REINDEER IN ORDER
O
FOR
R PAYMENT
T TO BE ISSU
UED.
SUBMITT
Please revview the sam
mple below. All
A scratches, dents, crackss and rust mu
ust be noted. We also neeed
the mileage, the VIN, the
t condition
n of the interior, and any o
other relevan
nt information
n pertaining tto
the vehicle’s condition
n at pick-up. Properly fille
ed out inspecction sheets g
greatly reduce the possibiility
m at vehicle de
elivery
of a claim
Please notte: if you are picking
p
up a vehicle
v
from a local terminaal, we ask thaat you retain th
heir inspectio
on for
delivery, but
b also fill out your own, seeparate inspection sheet. TThis will proteect you in the eevent of any
disputes as
a to vehicle co
ondition at deelivery.
4
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d 2.2016
details—checklist
At reindeer, we commit to provide the best in customer service … period.

Long Haul Contract: When you are assigned an order, your Operations Specialist will email/fax
you a Long Haul Contract. This contains all the information you need regarding the move: pickup
address, delivery window, contracted rate and contractual terms. It is important that you
understand and agree to our requirements. Picking up a Reindeer Auto vehicle signifies that you
have agreed to all terms, even if the contract is not signed.

Driver must perform a thorough pictorial/written inspection report at both pick-up and delivery.
Mileage MUST be noted. Report must be signed by vehicle owner and carrier (photos should be
taken if there are any pre-existing noticeable damage and/or marks on the vehicle that may be in
question at delivery).

If picking the vehicle up from tow company, obtain a copy of their inspection, PLUS complete a
separate FULL inspection form, obtaining tow company signature and date. *The vehicle owner
signs ONLY THE TOW COMPANY inspection form at delivery. Your inspection form is for our files in case
there is any dispute over the condition of the vehicle at delivery.

All of our vehicles MUST be picked up at specifically agreed to days and times per our agreement
with the vehicle owner. Carriers are required to adhere to the dates unless otherwise agreed to in
writing. If the driver is unable to pick up on the agreed date and/or time, please CALL REINDEER
ASAP. We guarantee this service; so any delay/change needs to be communicated and an
alternative local carrier will be hired if necessary.

If there are any problems or requests from the vehicle owner to change any instructions, please
call your Ops Specialist ASAP. DO NOT attempt to work out changes directly with the customer.

Pick up and deliver during daylight only so inspections are accurate. Carriers will be held liable for
any claims we receive where delivery was during night time hours.

Driving cars for any other reason than to load and unload is forbidden. Carriers will be charged for
miles driven and any necessary inspection fee. This may also result in charges for damages for
which the carrier will be held liable.

Please do not give vehicle owners ETA’s. There are no exceptions to this rule.

Drivers should make sure the vehicle windows are clean enough to drive safely at delivery.

Ops Specialists call carriers every Monday, Wednesday, and Friday for updates on the vehicles in
transit. We need accurate information to communicate with our customers and update our
website based on that information. *We need accurate cell phone numbers and emails so that we can
contact any carrier at any time during the move.

Carriers need to call the vehicle owner 24 hours in advance of pick-up and delivery; then call again
1-2 hours before pick-up/delivery to ensure acceptance or release of vehicle.

Transit times, problems, rates and/or fees shall not be discussed with customer at any time.

If an interior detail is required as a result of grease, dirt or debris inside the vehicle, the carrier will
be charged for the detailing fee.
5
revised 2.2016

Reindeer guarantees Door-to-Door service. If you cannot get to the residence/business, call us,
and we will get a local to pick up or redeliver at no cost to the carrier.

If a damage claim is filed and the carrier/driver is determined to be liable, damages will be charged
and/or subrogated. Carrier will be expected to pay for a rental vehicle (if necessary) while the
vehicle is repaired, even if rental coverage is not part of your cargo insurance policy. Carriers are
NOT to attempt repair of any damage and must communicate the damage to Reindeer
Operations prior to delivery.

There is a Reindeer dispatcher on call 24 hours a day, 7 days a week. Call 800.548.4020 Ext 7 for
any after-hours emergencies/needs. This includes directions, delays and/or breakdowns. If you
have ANY problems or issues with the vehicle or owners, CALL US IMMEDIATELY. We are here
to help you!
contacts:
Alan Waugh,
Vice President of Global Operations
Elizabeth Payne,
Operations Manager
Cathy Mosher,
Carrier Compliance Manager
Patti Hafenbridle,
Logistics Manager
Brandon Altschul,
Operations Specialist
Sidney Blake,
After Hours Specialist
Kyle Brubaker,
Senior Operations Specialist
Jeremy Chesney,
Operations Specialist
Anita Clark,
Operations Specialist
Ryan Hill,
Operations Specialist
Charmain Johnson,
Operations Specialist
Stephen Mackay,
Operations Specialist
Pat McGreevy,
Operations Specialist
Heather Burtner,
Operations Specialist
6
o: 317.299.1718
f: 317.829.3557
e: [email protected]
o: 317.299.1726
f: 317.829.3565
e: [email protected]
o: 317.299.1736
f: 317.829.3575
e: [email protected]
o: 317.299.1730
f: 317.829.3569
e: [email protected]
o: 317.299.1713
f: 317.829.3696
e: [email protected]
o: 317.299.1745
f: 317.829.3689
e: [email protected]
o: 317.299.1701
f: 317.829.3586
e: [email protected]
o: 317.732.6244
f: 317.452.4095
e: [email protected]
o: 317.299.1705
f: 317.452.4089
e: [email protected]
o: 317.299.1734
f: 317.452.4100
e: [email protected]
o: 317.299.1723
f: 317.829.3562
e: [email protected]
o: 317.299.1756
f: 317.452.4090
e: [email protected]
o: 317.299.1711
f: 317.829.3694
e: [email protected]
o: 317.732.6249
f: 317.829.3585
e: [email protected]
revised 2.2016
7
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