RXO Customer Service — Expert Operational Guide

Overview of RXO’s customer service model

RXO (public website: https://www.rxo.com) is a technology-led transportation and freight brokerage provider that serves truckload, less-than-truckload, and managed-transportation customers across the U.S., Canada and Mexico. Their customer service model blends a centralized operations desk with dedicated account managers for high-volume shippers, and a distributed carrier management team that monitors dispatch, compliance and claims. Typical desk staffing follows 24/7 coverage for critical lanes, with weekday-heavy touchpoints (M–F) and on-call resources overnight and on weekends.

Operationally, RXO’s customer service is measured against explicit Key Performance Indicators (KPIs): on-time pickup/delivery (OTPD), claims frequency, invoice accuracy and response SLAs. Best-in-class broker desks (including RXO programs used by enterprise clients) routinely target OTPD ≥95%, invoice accuracy ≥99.5%, and claims incidence <0.5% by shipment count. These KPIs are tracked in their TMS dashboards and shared with customers in monthly scorecards.

Contact channels, hours and service-level expectations

RXO provides multiple contact channels to match different needs: web portal and mobile app for self-service, EDI/API for systems-to-systems integration, email for non-urgent communication, and a staffed phone desk for urgent operational issues. For strategic accounts, customers have a named account manager and a direct escalation chain to operations managers and regional leadership. The public website (rxo.com) lists logins and documentation for integrations; account-specific contact matrices are included in onboarding packets.

• Primary channels: web portal (documents, tracking, billing), mobile app (alerts, POD upload), EDI/API (204/214/210 transactions), email for tendering, and phone desk for exceptions.
• Typical SLA expectations: load confirmation within 30 minutes of tender acceptance, exception acknowledgement within 1 hour for critical events, routine operational email replies within 4–8 business hours, and claims acknowledgement within 24–48 hours.

Customers should expect real-time tracking updates via 214 status messages when integrated, and push notifications to the portal or app for ETA shifts >30 minutes. For non-integrated customers, daily status emails are standard on long-haul moves; intra-day updates should be requested as part of the service-level agreement during onboarding.

Booking, pricing structure and accessorials

Rates communicated by RXO are composed of linehaul, fuel surcharge, and agreed accessorials. Fuel surcharge formulas typically reference regional diesel benchmarks (OPIS or EIA) and have ranged historically between 5% and 25% of linehaul depending on diesel prices; RXO uses dynamic fuel matrices for real-time adjustment. Typical dry van full-truckload (FTL) rate ranges in 2023–2024 were approximately $1.00–$3.50 per mile depending on lane, weight and market tightness; shippers should lock lanes via contracted minimums or market-indexed tendering to control volatility.

Accessorial charges commonly included in agreements are detention (industry norms: first 2 hours free, then $75–$150 per hour depending on equipment), layover ($150–$300 per day), lumper ($100–$200 per occurrence), reconsignment ($125–$300), and storage/demurrage (charged per calendar day). All accessorials must be pre-approved or explicitly included in the rate confirmation to be billable; dispute rates rise when carriers invoice without prior written approval. Customers should require accessorial coding on the BOL and in the EDI 210 invoice to simplify audit and payment.

Claims handling, documentation and timelines

RXO’s claims workflow follows standard brokerage practice: immediate notification, preliminary acknowledgment, investigation, liability determination, and settlement. Best-practice timelines used across the industry and expected by RXO customers are: report damage within 48 hours of delivery (7 days for concealed loss), claims acknowledged within 24–48 hours, investigation completed within 15–30 calendar days for standard cases, and settlement within 30–90 days depending on documentation and carrier response.

• Required documentation for a well-formed claim: original bill of lading (BOL), signed proof of delivery (POD) with notations, high-resolution photos of damage, packing list, invoice for goods, inspection report (if applicable), and carrier claim form or report.

To accelerate resolution, file claims through the RXO customer portal (or via your dedicated account manager) and attach all documents as PDFs or JPEGs. For high-value claims (>$10,000) request a joint inspection within 48 hours and preserve goods and packaging for carrier inspection. Note statutory filing windows: for interstate shipments, shippers typically must file loss/damage claims within 9 months under federal rules unless a contract specifies a shorter period—confirm contractual timelines during onboarding.

Technology, integrations and reporting

RXO emphasizes electronic integration to reduce manual touchpoints and lower cost per shipment. Their integration offerings include EDI transactions (204 dispatch, 214 status, 990 response, 210 invoice), RESTful APIs for quoting and tracking, and SFTP for document exchange. Typical integration timelines range from 4–8 weeks for API endpoints and 8–12 weeks for full EDI mapping and testing depending on customer IT bandwidth. Properly integrated customers commonly reduce manual phone escalations by 40–60% within the first 90 days.

The customer portal exposes dashboards for KPI monitoring: monthly OTIF, average dwell time, claims frequency, and invoice exception rates. For finance teams, RXO supports remittance via ACH and provides EDI 820 (payment order) integrations. During onboarding, request a data dictionary, sample payloads, and a mutually agreed cutover date to avoid double-tendering or missed shipments.

Escalations, metrics and practical best practices

Effective escalation starts with a defined 3-tier matrix: (1) operations desk for day-to-day issues, (2) account manager for recurring pattern exceptions, and (3) regional operations director for contract-level disputes or systemic service failures. Include specific contact names, mobile numbers, and expected response times in the SLA appendix of your master service agreement. For time-sensitive issues (e.g., blocked freight at customs or ELD-driven delays), escalate immediately to the on-call operations manager and request a corrective action plan within 4 business hours.

Practical best practices to maximize RXO customer service effectiveness: embed PO and SKU references in the BOL for faster invoice matching, require photo evidence at pickup and delivery for high-loss SKUs, audit invoices within 7 business days for discrepancies, and hold quarterly business reviews (QBRs) that review KPIs, root-cause analysis for exceptions, and continuous improvement initiatives. With these practices, customers commonly reduce dispute volumes by 30–50% in the first year.

How do I contact RXO capacity solutions?

ID/Operations | Inspections/Crashes In US | Inspections/Crashes In Canada | Safety Rating

SAFER Layout
Legal Name:	RXO CAPACITY SOLUTIONS LLC
DBA Name:
Physical Address:	11215 N COMMUNITY HOUSE ROAD CHARLOTTE, NC 28277
Phone:	(844) 742-5976

Does RXO have live tracking?

Live Tracking and In-Depth Visibility for your Freight Shipping. On RXO Connect, you can easily track shipments every step of the way. With a single sign-on, you can see a full suite of tracking and shipment managements options. View information like weather, estimated arrival times and current shipment locations.

What does RXO stand for?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview RXO stands for “reliability multiplied by outperformance” and is the name of a logistics company spun off from XPO in November 2022. The company focuses on truck brokerage, managed transportation, global forwarding, and last-mile logistics, connecting shippers with carriers through technology.
  Key Details:

• Origin: RXO was created in November 2022 when XPO, Inc. separated its brokerage, managed transportation, global forwarding, and last-mile logistics operations into a new, independent company. 
• Meaning of RXO: The name reflects the company’s goal of providing “reliability multiplied by outperformance” for its clients. 
• Services: RXO offers a range of services, including: 
  • Truck brokerage 
  • Managed transportation 
  • Global forwarding 
  • Last-mile logistics 
• Technology: The company utilizes advanced technology, including a platform called XPO Connect (which tracks deliveries), to create an efficient and innovative process for connecting shippers and carriers. 
• Tagline: Their tagline is “Massive capacity. Cutting-edge technology”. 

AI responses may include mistakes. Learn moreRXO | Company Profile – VaultAbout the Company. RXO was established in 2020 when transportation company XPO, Inc. spun off its brokerage segment into a separat…VaultXPO names brokerage spinoff RXO as it gears up for launch | Trucking DiveJul 13, 2022Trucking Dive(function(){
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What company is RXO?

RXO was established in 2020 when transportation company XPO, Inc. spun off its brokerage segment into a separate company. RXO is involved primarily in connecting shippers to carriers through the use of advanced technology.

What is the 800 number for RXO?

If you have any additional questions, you can reach RXO Last Mile, Inc. at 800-883-4593.

Is RXO part of UPS?

UPS enters into agreement to sell Coyote Logistics to RXO for $1.025B. What’s new: We’ve signed an agreement to sell Coyote Logistics to RXO, Inc., a transportation and logistics company based in Charlotte, N.C. Why it matters: The move is part of our ongoing mission to create a Better and Bolder company.