Dispatcher Job Description

Position Summary

The Dispatcher acts as the primary liaison between customers, carriers, drivers, brokers, and internal operations teams to ensure the efficient movement of freight throughout the transportation network. This role is responsible for dispatching and assigning carriers, monitoring shipments from pickup through delivery, resolving service issues, providing shipment visibility, and maintaining strong relationships with customers and transportation partners. The Dispatcher develops and maintains cost-effective transportation solutions that maximize service performance, operational efficiency, profitability, and customer satisfaction. This position must be able to support both on-demand and scheduled freight operations in a fast-paced logistics environment. Based on the sample dispatcher roles, the position is responsible for dispatching vendors, monitoring shipments, resolving service failures, communicating customer requirements, and optimizing service performance

Essential Job Functions

• Dispatch and assign carriers, drivers, and transportation providers based on customer requirements, service expectations, and operational priorities.
• Monitor and track shipments in real time from origin through final delivery, ensuring accurate visibility across all parties involved in the transportation process.
• Provide shipment updates, estimated arrival times, and resolution of delivery exceptions to customers, carriers, and internal stakeholders.
• Identify, investigate, and resolve service failures, delays, route issues, missed pickups, and other transportation exceptions.
• Maintain continuous communication with drivers, carriers, warehouses, brokers, and customers regarding shipment status and operational requirements.
• Understand customer shipping requirements and forecast transportation needs based on planned schedules and freight volumes.
• Coordinate pickup and delivery appointments to ensure timely execution and compliance with customer service commitments.
• Research transportation alternatives and recommend cost-effective carrier solutions that improve service and profitability.
• Work closely with brokers, carriers, and customers to secure transportation capacity and resolve transportation challenges.
• Verify pickup and delivery times and maintain accurate records of shipment activity, delays, service exceptions, and completed deliveries.
• Utilize transportation management systems (TMS), load boards, GPS tracking tools, and other logistics technology platforms to manage daily operations.
• Generate operational reports and communicate critical transportation issues to management when necessary.
• Follow established standard operating procedures and support continuous improvement initiatives.
• Employee is required to remain available outside of scheduled work hours during assigned on-call periods.
• Monitor company email, customer communications, shipment tracking systems, and transportation alerts during on-call periods.
• Respond promptly to operational issues, shipment exceptions, customer inquiries, and other transportation-related matters requiring immediate attention.
• Coordinate with dispatch, carriers, drivers, customers, and leadership as necessary to resolve urgent issues.
• On-call compensation will be provided in accordance with company policy.
• Position may require evening, overnight, holiday, and additional weekend coverage based on operational needs.
• Perform other duties and special projects as assigned.

• Saturday: 7:00 a.m. to 6:00 p.m.
• Sunday: 7:00 a.m. to 6:00 p.m.
• Monday: 8:00 a.m. to 5:00 p.m.
• Tuesday: 8:00 a.m. to 5:00 p.m.

Education & Experience

• High school diploma or GED required.
• Associate's degree in logistics, supply chain, transportation, or business is preferred.
• Minimum of 2-5 years of dispatch, transportation, logistics, customer service, or related operational experience preferred.
• Experience working in a transportation, trucking, logistics, distribution, or supply chain environment strongly preferred.

Knowledge, Skills, and Abilities

• Strong understanding of transportation, logistics, dispatch operations, and freight movement processes.
• Ability to coordinate multiple priorities in a fast-paced environment.
• Excellent problem-solving and decision-making skills.
• Strong organizational skills with attention to detail and accurate recordkeeping.
• Ability to adapt quickly to changing customer demands, transportation issues, and operational priorities.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications, including Outlook, Excel, and Word.
• Experience using transportation management systems (TMS), dispatch software, or logistics platforms preferred.
• Ability to work effectively with drivers, carriers, customers, and internal teams.
• Strong customer service orientation and commitment to operational excellence.
• Ability to maintain professionalism and composure in high-pressure situations

Physical Requirements

• Primarily sedentary work performed in an office environment.
• Frequent use of computers, telephones, and other office equipment.
• Ability to sit for extended periods and communicate effectively by phone and email.
• Occasional lifting of up to 20 pounds may be required.

Work Environment

• Fast-paced transportation and logistics environment.
• Regular interaction with customers, drivers, carriers, warehouse personnel, and management.
• May require occasional overtime, weekend, or after-hours support based on business needs.