Reach your coordinator

Tap the contact strip at the bottom of Your Team card — it calls your coordinator directly on their cell line, not a switchboard. During their stated hours (the portal shows them), you'll typically hear back within 30 minutes if they're on another call. After business hours, the line forwards to whoever's covering your shipment overnight, so urgent calls still land somewhere live.

Reply within four business hours, M–F 7 AM–7 PM Central. Email is best for: questions about paperwork, requesting a copy of something, schedule changes more than 48 hours out, ETA inquiries that aren't time-pressured. The portal's email link pre-fills the subject line with your order number so your coordinator can pull up your file instantly.

We assign coordinators bilingual where possible. Your coordinator speaks the languages listed in their Your Team card (typically English and Spanish). If your home language isn't covered and the conversation gets complex, we'll bring in a translator — no additional cost, just say the word.

The driver is your contact for the next 30 minutes — "where are you," "gate code," "address change for delivery." The coordinator is your contact for everything beyond that — "my ETA is 6 hours later than expected, what's going on," "I need to change my delivery contact," "I need a damage claim started." Drivers are focused on the road. Coordinators are focused on your shipment as a whole. Use both at the right moments.

For true emergencies — vehicle in an accident, driver unreachable for 4+ hours when you expected an update, urgent delivery-time change — call the after-hours line. It's covered live, 24/7. For everything else, leaving a voicemail or sending an email gets you a response by the next business morning.