The National Motor Freight Traffic Association, Inc.® (NMFTA)™ has been recognized with a Bronze Stevie® Award in the Customer Service Department of the Year – All Other Industries category in the 20th Annual Stevie Awards for Sales & Customer Service.
The award recognizes NMFTA’s client services team for its role in supporting organizations that keep goods and services moving—work that is critical to the reliability of trucking and transportation as essential infrastructure. NMFTA’s submission, “Freight Doesn’t Move Without Us: NMFTA Client Services Delivers Support for Critical Supply Chain Products,” highlighted the team’s commitment to helping supply chain partners navigate complex operational and industry requirements with confidence.
NMFTA’s client services team delivered a 99% customer satisfaction rating while cutting average ticket resolution time by 28% year-over-year through workflow improvements and cross-training across key products, including SCAC™ Online and ClassIT+™. The team sustained service levels despite a 12% increase in customer inquiries and drove a record-high SCAC renewal rate of more than 97% in FY26. In partnership with NMFTA’s marketing and IT teams, the launch of an FAQ and tutorial hub reduced repeat inquiries by 15%.
“This recognition reflects the dedication our team brings to delivering timely, accurate, and dependable support,” said Joe Ohr, chief operating officer for NMFTA. “Client services plays a critical role in supporting the movement of goods and services. That work included supporting customers through the rollout and adoption of ClassIT+, NMFTA’s next-generation classification platform, while maintaining service levels amid increased complexity and demand.”
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes nine of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.
More than 2,100 nominations from organizations of all sizes and in virtually every industry, in 41 nations and territories, were considered in this year’s competition. Winners were determined by the average scores of 150 professionals worldwide on eight specialized judging committees.
For NMFTA’s client services team, the recognition is especially meaningful.
“Our client services team is a small, close-knit group, and this recognition means a great deal to us,” said Debra Edwards, senior manager of client services for NMFTA. “Every request represents a real business trying to keep freight moving, and we take that responsibility personally. This award reflects the care, collaboration, and accountability our team brings to every customer interaction.”
Maggie Miller, president of the Stevie Awards added, “The remarkable scores achieved by this year’s Stevie Awards for Sales & Customer Service winners reflect the extraordinary levels of excellence, innovation, and customer impact they deliver. We proudly join the judges in congratulating and celebrating these outstanding organizations and professionals on their achievements.”
The Stevie Award underscores NMFTA’s continued focus on service excellence as it supports the freight industry with trusted standards, systems, and expertise.
