Delivering on CRST’s promise through every role
When Therese first walked in the door of CRST in 1985, the trucking world operated at a different pace. She began as a customer service representative, booking freight and working with shippers.
“When I started, I knew nothing about trucking,” she says with a laugh. “I didn’t even know a single truck driver. I didn’t realize they were the source of our food and our clothing.”
After six months she moved into dispatch, where her job was to help match CRST’s army of truckers and 300 trucks with the loads that kept them busy and the company in business. The technology, she admits, was a little less complex than it is today.
“Drivers had to call us from truck stops or wherever you could find a payphone, and we’d manually match them to loads.”
“Back then, we sat at long tables with load cards,” Therese says. “Drivers had to call us from truck stops or wherever you could find a payphone, and we’d manually match them to loads. At the end of the day, we’d finally enter it into a computer.”
The tone in the workplace, Therese says, was set by Herald Smith (“Smitty”) – who founded CRST in 1955.
“Smitty and his wife, Miriam, would walk through the office, say hi to everyone, knew both employees’ and drivers’ names – it felt like a big family,” she says. “We’ve changed a lot – the technology, the scale – but there’s still that sense of purpose and community.”
Being a late-night partner
Therese works second shift, managing CRST’s loads for Caterpillar. That could mean rerouting loads, finding replacement drivers or troubleshooting issues.
“It’s the perfect shift for me,” she says. “Anything can happen – breakdowns, schedule changes, you name it. You stay calm and work through it.”
“Anything can happen – breakdowns, schedule changes, you name it. You stay calm and work through it.”
Therese says she thrives on the accountability and immediacy of the role.
“At night, you’re in the moment,” she explains. “You need to stay focused, take a breath and stay organized. I just take notes, cross things off when they’re done.”
Favorite memories
Therese has made many memories in her 40 years with CRST. There were the times she traveled to customer sites in Georgia. Or the moment she finally, after years, met a dispatcher she’d only talked to over the phone.
She also calls out touring the Caterpillar plant and museum as a standout. “Seeing it all in person gave me so much more appreciation for what we’re helping make happen.”
Therese also remembers a special opportunity from earlier in her career: a ride-along with driver Al Trenkamp to Amana, Iowa.
“It was nice to see everything a driver has to do – besides driving a truck.”
“It was nice to see everything a driver has to do.”
One moment, though, stands out above the rest: her 40th anniversary celebration.
“I didn’t want a big fuss,” she laughs. “But my team surprised me with balloons, trivia and a cake. Even my family came. I was very emotional – in the best way.”
Advice for someone new to operations
“Give it six months,” she suggests. “Trucking is not for everybody, especially operations. You’re more than a dispatcher – sometimes you’re a driver’s mom, their dad, their counselor. Some of them might have no family, so they talk to you. You have to be there for them.”
“But,” she continues, “If after six months, you feel comfortable, you know what you’re doing, then trucking is probably for you.”
What’s next?
Therese has marked 40 years with CRST, but she says she’s far from done. “I still love the feeling of helping out,” she says. “One Friday night, my VP got a call at home. Another carrier had fallen through, and they had a load they needed covered. It was in Illinois, our busiest market, but lo and behold, I found a driver to take the job.”
“Caterpillar still brings that up to this day: They know that when they need us, CRST is there for them.”
Also keeping her going? The colleagues who help her keep drivers on the road.
“It takes all of us to get the job done. They have my back and I have theirs.”
“I love my team – love them to death, really – and I trust them completely,” she says. “It takes all of us to get the job done. They have my back and I have theirs.”
Partnership, exemplified
Therese’s story, spanning four decades, is proof of what it means to be a partner in every sense of the word. From her unparalleled problem-solving skills to her steadfast commitment to CRST’s values, she continues to inspire those around her.
Thank you, Therese, for being a remarkable example of CRST’s promise to its customers and team.
