OPERATIONS PHILOSOPHY STATEMENT
This organization exists to provide the highest possible customer service at competitive pricing within the framework of a challenging and strenuous regulatory environment.
When conducting operations, the highest priority must be given to meeting all regulatory compliance, there can be no errors, there are no excuses.
When conducting operations, communications must be timely, concise, responsive and relevant.
When conducting operations, it must always be recognized that we are here to meet the customer’s needs and that in some cases, it will be up to us to help the customer realize what their needs are.
When conducting operations, we must continually strive to obtain the best pricing possible for the customer, complacency is bad customer service.
When conducting operations, you must always ask questions but can never ask for forgiveness.
When conducting operations, well thought-out creativity with appropriate execution and follow through are characteristics of an employee who understands the philosophy of the company.
When conducting operations, no customer should ever be lost because we did not respect their needs, respect their employees or respect their ideas.
When conducting operations, having enough time to do it correctly the first time is the only acceptable course of action, having to do something a second time because our error is not acceptable.
When conducting operations, failure to follow through, fail to communicate, failure to pay attention to detail, failure to be creative, failure to comply exactingly with every regulatory requirement, failure to complete tasks and duties timely and failure to continuously works on behalf of our customers mean that we as an organization are a failure.
Embassy Freight Systems USA, Inc. and Embassy Freight, LLC operate as a mid-sized freight forwarding company, they are separate entities under common ownership. The company was founded in 2000 and currently has two offices, Boston Massachusetts and Los Angeles, California.
The structure and number of employees allows for high responsiveness, not only to customers but also to the regulatory environment. A file is handled by a single staff member from start to finish. The company has no physical walls between staff, staff and supervisor’s and supervisors and management. Supervisors can see and hear staff; managers can see and hear supervisors and staff. This not only lends to having a wealth of experience and knowledge readily available and freely volunteered but also precludes the opportunity for nefarious activities as well as mistakes.
Management takes a “hands on” roll in operations as well as being directly responsible for administration. Management has first- hand knowledge of vendors, carriers, shippers and agents. There is no compartmentalization within the company. This lack of compartmentalization leaves no opportunity for staff to engage in activities of which management is not aware.
Understanding that the centralization of so much power and knowledge as is vested in the management of the company, additional measures are in place as oversight of management. Independent oversight has been but in place. Reconciliation of all bank accounts is accomplished by an independent contractor. An independent CPA firm compiles financial statements and prepares tax returns on an annual basis. Detailed policies and procedures have been developed. These policies and procedures allow staff independent avenues, outside of management, to report concerns. These policies and procedures prohibit transactions in cash. All financial aspects of the company are documented, supported, and independently reviewed.
The company has also appointed a compliance officer, an individual with thirty-four years in the freight industry. The compliance officer is tasked with keeping track of developing regulatory changes and training all company staff, line and management with maintaining compliance.
Although small in the number of staff, the company has tailored and put in place policies and procedures to ensure compliance with the regulatory environment. The very structure of the organization and operations and the additional operational actions employed by management have created an in-depth, sustainable, and verifiable compliance program.