Emergency Response: Operational Excellence

In the wake of Hurricane Beryl, Home Depot urgently mobilized resources to provide immediate assistance to affected areas. Recognizing the urgency of the situation, Home Depot turned to PGT Services for our expertise in transportation logistics. PGT Services was tasked with managing the transportation of building materials — critical materials needed for disaster recovery efforts.

Collaborative Efforts: Dedication Beyond Business Hours

Upon receiving the call for assistance, we sprang into action. With dedication to delivering high-level service and operational excellence, our team went above and beyond, working into the night to coordinate the movement of 34 truckloads destined for Houston. This tireless effort ensured that crucial supplies reached communities promptly, despite the challenges posed by Hurricane Beryl. 

Trusted Partnership: The Home Depot and PGT Services

Recognized as Home Depot’s Flatbed Broker of the Year for three consecutive years, we are committed to consistently deliver exceptional results in managing complex supply chains and meeting critical transportation needs.

Commitment to Community: Beyond Disaster Relief

Beyond immediate relief efforts, both PGT Services and Home Depot remain committed to supporting communities throughout the entire disaster recovery process. Home Depot’s stores often serve as command centers for first responders and relief agencies, while PGT Services continues to innovate and adapt our logistics solutions to ensure the timely delivery of essential goods.

PGT Services Transportation Partner

In times of crisis, the collaboration between PGT Services and Home Depot stands as a testament to the power of effective partnerships and operational excellence. By leveraging logistical expertise and dedication to service, PGT Services and Home Depot continue to make a meaningful impact in disaster-affected communities, helping them rebuild and recover stronger than before. 

As natural disasters continue to impact communities worldwide, the role of proactive and dedicated companies becomes increasingly vital in providing crucial support and aid where it is needed most. We are proud to continue our disaster relief efforts in partnership with Home Depot.

A Day in the Life of a CSR at PGT Services

Q: What are your primary responsibilities?

A: A typical day involves booking and facilitating the loads given to us by our customers. This includes taking inbound phone calls and making outbound calls to find carriers that are suitable to haul our freight and will follow the protocol of the load as scheduled.

Once a carrier has proven they are reliable, upselling them on future shipments is key to building relationships for the future. Often, the freight we get is repeated weekly, or sometimes daily. Working with the same carriers who have proven they are reliable is key to our success and makes all parties involved lives easier. Finding out how many trucks they have, and what lanes they run most frequently is a good way to start the process. Carrier’s appreciate this greatly. In turn, it makes the process of finding a carrier to run a certain load, easy to do as we have built these relationships.

Q: Can you walk us through the types of interactions you have with customers on a daily basis?

A: Although I personally do not speak directly with the customers, I act as the middleman between the carrier hauling our customers’ freight. If any issues arise during transit, it is my responsibility to bring that information to the account manager who will in turn inform the customer. From there, all parties involved work diligently to find a resolution to get the load picked up and delivered in a timely fashion. It is vital that CSR’s follow all of the customers’ requests and instructions for each load as they are entrusting us with their freight.

Q: What are some common challenges you face in your role, and how do you overcome them?

A: The biggest challenges that arise in this position are often uncontrollable. Although this can be frustrating, it is where problem solving skills are put to the test. 

Problems can involve a lack of communication between the carrier and us or most commonly, truck breakdowns. It is important that all options are explored to resolve the issue. Not only this but advising the account manager/supervisor about these things is a must so that everyone is on the same page. 

Q: How would you describe the company culture at PGT Services?

A: The culture at PGT is a team first mentality. From the top down, everyone’s role is crucial to the success of the business. Each role cannot flourish and succeed without the help of other departments. We strive to service our customers day in and day out with on time deliveries and safe transport.

Q: How does your role interact with other departments within PGT Services?

A: CSR’s work very closely with the account managers. They are in charge of obtaining the loads from the customer. From there it is the capacity room’s job to find a carrier who can agree to our customers’ terms and safely haul the shipment. Communication between the two rooms is necessary to ensure the sound transport for every individual load.

The sales team does a great job in growing our customer clientele so that CSR’s constantly have freight to move for the customers they are bringing in the door.

Q: What are your ultimate goals for your career? How does the CSR position help you achieve this?

A: I would love to one day operate my own business, maybe even oversee some trucks of my own. In general, seeing how our office operates is a great indicator of how successful we are, and shows me how an office should be run. Again, I cannot stress enough how vital communication is in our day-to-day. Being able to effectively communicate between colleagues and carriers has been a huge lesson that I will use for the rest of my professional career.

Q: How does PGT Services support professional development and growth?

A: PGT supports this immensely. Once you are on the team, they want nothing more than to make the individual the best they can be and get the most out of them. Although you might not get praise every day, it is seen by upper management. They do a great job in seeing your strengths and weaknesses and putting you in a position to succeed. Even creating positions for individuals who exceed in a niche part of the business!

Q: How have you personally grown since joining PGT Services? 

A: Personally, I have become a lot more confident in my communication skills and problem-solving abilities. I have learned more about the transportation industry in the last year and a quarter than I thought I ever would. There are plenty of things to learn in the industry and our day-to-day work increases my knowledge further every day. Being in the office every day has gotten me to stick to a routine Monday-Friday which I also enjoy.

Q: What do you love about PGT?

A: I love the fast paced environment that the role of a CSR brings. The constant communication between my colleagues and carriers makes for a seamless transition from pickup to delivery. Seeing a load through from pick-up to delivery and pleasing our customers is very satisfying and keeps myself and the team looking forward to their next shipment to continue our excellent service.

Join the PGT Services Team

Are you ready to embark on a rewarding career as a Carrier Solutions Representative at PGT Services? Our dynamic team, supportive culture, and opportunities for growth make it an excellent place to work. We value collaboration, dedication, and a strong desire to succeed.