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AGENT COMMUNICATION STANDARD – MILITARY SHIPMENTS
Our agents are an important part of the NFC team and the customer's overall moving experience. As a reminder, National Forwarding is the TSP of record, and military shipments have specific requirements involving DPS, JPPSO/PPSO approvals, entitlements, and performance. Because of this, NFC must remain in the communication loop throughout the shipment.
Drivers should continue communicating directly with members regarding their ETA and arrival, however, this information also be communicated to NFC's Move Management Dept.
Please contact NFC Move Management regarding:
- ETAs, delays or changes in arrival
- Delivery-date or member-availability issues
- SIT or delivery out of storage
- Partial-delivery requests
- Any other change to the planned handling of the shipment
This is especially important with SIT and DOOS. If a member contacts your office directly to arrange delivery out of storage or requests only part of their shipment, please direct them back to NFC Move Management before scheduling. These requests may require JPPSO/PPSO approval and specific DPS actions before they can occur.
We know our agents are trying to help our customers, but an agreement between the customer and an agent or driver does not necessarily mean the change is authorized under the military DP3 program.
The easiest rule is:
Communicate with the member — absolutely.
Coordinate shipment changes through NFC — always.
This helps protect the member, our agent partners, and NFC while keeping everyone working from the same information.
Thank you for your continued partnership and everything you do for our military customers. Please reach out to our Move Management Dept. with any questions or concerns; movemanagers@nationalforwarding.com or 888-993-6683.
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