In freight brokerage, leadership often feels like a closed door. You might know the name of the person at the top. You might even see them in an onboarding video. But when you need a real answer on a real issue, leadership is suddenly out of reach.
At D&L Transport, that’s never the case.
Here, executive access isn’t a benefit reserved for top earners or tenure milestones. It’s available from day one. Our leadership team believes that Agents deserve more than support tickets and vague promises — they deserve partners who show up.
And in an industry where over 70% of Agents say they feel “disconnected from leadership” at their brokerage (TIA Agent Satisfaction Report), that access is more important than ever.
The Disconnect: Why Agents Leave Traditional Brokerages
There’s a misconception that Agents leave brokerages solely because of pay. In reality, compensation is only part of the story.
According to a 2023 FreightWaves survey, the top three reasons Freight Agents switch brokerages are:
- Lack of operational support
- Inaccessible leadership
- Unpredictable pay structure
Agents aren’t just looking for a bigger check. They’re looking for a place where they can move fast, get decisions made quickly, and work with a leadership team that actually understands the job.
At D&L, we built the model around those needs, and we started with leadership.
Why Leadership Access Matters to Agents
Most Agents don’t switch brokerages because they’re looking for better logos. They switch because they’re stuck. Stuck in outdated systems, reactive support, and brokers who stop listening once the contract is signed.
One of the first things Agents notice when they join D&L is that leadership shows up. They return your calls. They know your name. They step in when you hit a roadblock. That kind of access doesn’t just feel good. It drives performance.
When you can get a decision made quickly, advocate for your customer, or escalate a load without red tape, you move faster and more confidently.
Our Leadership Team: Built to Support, Not Sit Back
We’re proud to be led by five executives who don’t just set the vision — they support the mission daily. And when we say we answer the phone, we mean it.
Brian DeFrain – CEO
As President & General Counsel, Brian has been shaping D&L’s culture since day one. His philosophy is simple: a brokerage should exist to make its Agents stronger, not to control them.
Brian rejects the idea that leadership should live in corner offices. He makes himself available to Agents whether they’re onboarding, growing their book, or navigating a complex client issue. Many Agents recall their first call with Brian as the moment they realized D&L wasn’t like other brokerages — he wasn’t just approving their business, he was investing in their success.
He leads with transparency, making sure Agents never feel left in the dark about strategy, decisions, or direction. His open-door (and open-phone) policy is the cultural backbone of D&L: when Agents succeed, the company succeeds.
Brian is also the driver behind D&L’s growth mindset — expanding the platform, ensuring financial stability, and keeping the company nimble in an unpredictable market. His leadership ensures Agents can run their businesses with confidence, knowing D&L is built to last.
Brent Langenbach – Vice President of Operations
Brent is the steady hand that ensures the day-to-day at D&L works smoothly for Agents. Operations in freight can easily become a maze of red tape and delays. Brent’s mission is to remove those barriers.
He’s known for listening first and acting quickly. If an Agent hits an operational wall, Brent makes sure they’re not stuck waiting on endless approvals. His approach is rooted in fairness. Agents aren’t here to be micromanaged, they’re here to run their own business. That belief directly shaped D&L’s no-reserve, no-micromanagement structure, which gives Agents control without unnecessary interference.
Agents describe Brent as approachable and pragmatic. He won’t just give you an answer. He’ll give you the reasoning behind it, so you walk away empowered. That’s part of what makes his role so essential. He isn’t just fixing problems; he’s building processes that prevent them in the first place.
Josh Christie – Vice President of Marketing & Recruiting
Josh is often one of the first executives new Agents interact with, and he makes sure the experience sets the tone for what D&L is all about.
With a sharp operational and marketing background along with a recruiter’s eye for talent, Josh bridges two critical areas: bringing the right Agents into D&L and making sure they have the tools to thrive once they’re here. He believes strongly that leadership only works if it’s accessible. To Josh, it’s not enough for Agents to see his name in a recruiting email or org chart, they should be able to pick up the phone, call him directly, and get an answer.
His marketing perspective also shapes how D&L tells its story. Josh ensures the company isn’t just another brokerage making promises. It’s a partner with a clear, consistent value proposition: keep more of your pay, get more support, and build a better life.
Agents know Josh as a steady, solutions-focused voice who genuinely cares about their long-term growth. He’s not here to “sell” D&L. He’s here to make sure Agents find the best fit for their future.
Becky Higgins – Chief Financial Officer
In an industry where compensation confusion is a leading cause of frustration, Becky ensures financial clarity is non-negotiable. As CFO, her work is about more than balance sheets and P&Ls — it’s about trust.
Becky believes Agents should never be left wondering about where their money is or how they’re getting paid. She’s built systems that make financial processes predictable, transparent, and easy to understand. From pay schedules to commission structures, Becky has simplified what other brokerages often overcomplicate.
Agents often highlight Becky’s responsiveness. If there’s ever a financial question or concern, she doesn’t hide behind layers of staff. She steps in directly to resolve it. That builds confidence not only in the numbers but also in the leadership team itself.
Her presence in onboarding and credit decisions also shows Agents that accounting isn’t some distant department. It’s part of the support system that makes D&L reliable.
Missy Heeter – Vice President of Carriers & Executive Affairs
Missy is the connector. She ensures the carrier side of the business is just as strong as the Agent side, creating an ecosystem where both can thrive.
Her philosophy is rooted in relationships. She knows that when carriers feel supported and respected, Agents benefit through smoother moves, stronger partnerships, and better service for shippers. Missy’s work strengthens D&L’s carrier network, and by extension, every Agent’s ability to deliver for customers.
As VP of Executive Affairs, she also helps ensure the leadership team stays deeply engaged with Agents. Whether it’s organizing appreciation events, stepping into escalations, or supporting executive-level strategy, Missy keeps the focus on people first.
Agents describe her as approachable, energetic, and committed to making their lives easier. She’s proof that at D&L, leadership isn’t about distance. It’s about partnership. Missy is the ‘wing man’ for every Agent at D&L.
Access Isn’t a Buzzword. It’s a Core Value.
A “flat org chart” might sound trendy, but if executives don’t engage with Agents directly, it’s just another illusion of support.
At D&L, our leadership involvement looks like:
- Responding directly to Agent emails and phone calls
- Helping Agents resolve escalated customer or carrier issues
- Reviewing large client strategies with Agents
- Supporting onboarding calls and credit approvals
- Attending Agent appreciation events, partner visits, and trainings
Why does this matter?
Because freight moves fast and waiting 48 hours for someone “up the chain” to respond can cost you revenue, reputation, or a customer.
The Impact of Leadership That Shows Up
It’s not just a feel-good story. Brokerages with strong Executive-Agent relationships tend to have:
- 25% higher Agent retention rates (TIA, 2022)
- 20% faster resolution time for escalated freight issues
- Significantly higher NPS scores from shippers and customers
When Agents feel supported, they stay longer, perform better, and build more valuable books of business.
You Deserve More Than a Name on a Website
You’re building a business — not just booking loads. You need a leadership team that respects that.
If your current brokerage makes it hard to get real answers or get in touch with decision-makers, ask yourself: is this the partnership I want to scale with?
At D&L, access to leadership isn’t reserved for top producers. It’s standard for everyone we work with. And when things get complicated, our executives don’t disappear. They lean in.
If that kind of partnership sounds refreshing, we should talk.