Key Responsibilities and Required Skills for Dispatch Assistant

🎯 Role Definition

A Dispatch Assistant supports daily transportation and delivery operations by scheduling and assigning routes, coordinating drivers and carriers, monitoring in-transit loads, and providing timely communication to customers and internal teams. This role ensures on-time performance, regulatory compliance (including DOT/Hours-of-Service where applicable), accurate documentation, and efficient use of fleet and carrier resources. Ideal candidates are detail-oriented, adept with TMS/GPS tools, and strong communicators who can prioritize in a fast-paced logistics environment.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative in logistics, retail, or courier environments
Warehouse Associate or Shipping/Receiving Clerk with hands-on distribution experience
Transportation or Fleet Support roles such as Dispatcher Trainee or Route Coordinator

Advancement To:

Senior Dispatcher / Lead Dispatcher
Dispatch Supervisor or Operations Supervisor
Fleet Manager or Transportation Manager
Logistics Coordinator / Transportation Planner
Supply Chain Analyst or Operations Manager

Lateral Moves:

Route Planner / Route Optimization Specialist
Customer Success Manager for transportation accounts
Inventory Coordinator or Warehouse Supervisor

Core Responsibilities

Primary Functions

Manage the day-to-day assignment and scheduling of drivers and vehicles using the company TMS/dispatch software, ensuring each load has a confirmed driver, route, and ETA.
Monitor live GPS and ELD feeds continuously to track in-transit shipments, detect deviations from planned routes, and proactively notify customers and operations of any delays or exceptions.
Coordinate pick-ups, deliveries, and intermodal transfers by liaising closely with warehouse teams, dock managers, vendors, and third-party carriers to confirm availability and loading/unloading windows.
Prioritize and reassign work dynamically to accommodate last-minute changes such as traffic incidents, weather disruptions, driver shortages, or urgent customer requests while minimizing service impact.
Communicate clearly and professionally with drivers via phone, two-way radio, SMS, or mobile apps to provide route updates, verify delivery confirmations, and resolve on-road issues in real time.
Prepare, review, and distribute daily manifests, load sheets, bills of lading, and other shipping documentation to drivers, warehouse personnel, and customers to ensure accurate chain-of-custody and billing.
Validate and record proof of delivery (POD) documents, signatures, and electronic confirmations in the system; escalate missing or disputed PODs for investigation and resolution.
Ensure compliance with DOT hours-of-service regulations and company safety policies by monitoring driver hours, rest periods, and required certifications; flag violations and coordinate corrective action.
Enter and maintain accurate shipment, driver, and vehicle records in dispatch systems and spreadsheets, including mileage, fuel usage, and time logs for auditing and payroll purposes.
Manage customer communications for order status inquiries, shipment confirmations, ETA changes, and claims; escalate complex service issues to account managers or operations leads as necessary.
Process and coordinate load tendering and carrier acceptance for contracted and spot carriers, including obtaining rates, booking slots, and confirming insurance and paperwork.
Monitor KPI dashboards and daily performance metrics such as on-time delivery rate, empty miles, average dwell time, and trip cycle time; generate reports and recommend operational improvements.
Assist in route planning and optimization by suggesting consolidation opportunities, backhaul options, and efficient sequencing to reduce costs and improve utilization of fleet and contracted carriers.
Open and manage claims for lost, damaged, or late shipments by collecting necessary documentation, coordinating with claims teams, and communicating timelines and resolutions to customers.
Support billing and invoicing teams by providing accurate load details, PODs, accessorial notes, and expense information required for timely and accurate invoicing.
Maintain proactive relationships with maintenance and shop teams to flag vehicles needing service, schedule repairs, and arrange replacement equipment to avoid service disruption.
Conduct driver pre-trip and post-trip communications to confirm vehicle readiness, load securement, and completion of required checklists; log issues and follow up until closure.
Train and mentor junior dispatch staff and new hires in core dispatch tools, processes, and customer communication standards to maintain consistent service levels.
Participate in daily operations meetings, shift handovers, and debriefs to share critical information, hand off open issues, and align priorities across shifts and teams.
Manage seasonal peaks and surge capacity by supporting temporary routing strategies, coordinating additional carrier resources, and advising on workforce needs during high-volume periods.
Maintain up-to-date knowledge of regional transportation regulations, weight and permit rules, road closures, and seasonal restrictions, incorporating these into routing decisions and customer advisories.
Escalate safety incidents, accidents, or serious service interruptions to management and safety teams immediately, providing thorough incident logs, witness statements, and preliminary findings.
Continuously update and improve internal dispatch SOPs, knowledge base articles, and training materials based on recurring operational issues and process improvements.
Foster a customer-focused service culture by proactively following up on service recoveries, documenting root causes of issues, and ensuring corrective measures are implemented and communicated.

Secondary Functions

Generate ad-hoc operational reports and extract dispatch analytics to support business reviews, capacity planning, and continuous improvement initiatives.
Assist in special projects such as TMS implementations, vendor onboarding, or process automation pilots by providing operational input and user acceptance testing.
Maintain and update contact lists, emergency procedures, and escalation matrices to ensure rapid response during incidents or large-scale disruptions.
Support inventory reconciliation and communication with warehouse teams when dispatch issues impact stock levels, returned goods, or redistribution.
Participate in cross-functional Kaizen/continuous-improvement events to identify opportunities to reduce touchpoints, errors, and cycle time in dispatch workflows.
Help maintain compliance file documentation, driver qualification files, and training records to support audits and regulatory reviews.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency with Transportation Management Systems (TMS) and dispatch software such as McLeod, TMW, Trimble, Omnitracs, Descartes, or similar platforms.
Experienced in using GPS tracking tools, ELD/telematics platforms, and real-time location systems to monitor fleet status and driver hours.
Strong Excel skills (VLOOKUP/XLOOKUP, pivot tables, data filtering, and basic macros) for reporting, reconciliation, and load planning.
Familiarity with DOT hours-of-service rules, driver qualification files, and basic transportation regulatory compliance.
Comfortable handling multi-line telephony systems, email ticketing, and chat/customer portals simultaneously while managing high call volumes.
Ability to read and prepare shipping documents: bills of lading, manifests, delivery receipts, and customs paperwork (where applicable).
Basic understanding of freight rate components, accessorial charges, and invoice reconciliation for operations-to-billing handoffs.
Experience with route optimization tools or route-planning logic to reduce empty miles and improve asset utilization.
Data entry accuracy and record-keeping skills to maintain driver logs, load notes, and incident reports with audit-ready detail.
Knowledge of carrier selection, tendering procedures, and basic contract compliance monitoring when coordinating third-party carriers.
Familiarity with CRM or order management systems for customer interactions and service history tracking.

Soft Skills

Excellent verbal and written communication skills with a customer-first mindset to maintain professional interactions with drivers, customers, and internal stakeholders.
Strong organizational skills and the ability to prioritize competing tasks in a fast-paced, time-sensitive environment.
High attention to detail to ensure accuracy in scheduling, documentation, and regulatory compliance.
Problem-solving and critical-thinking abilities to evaluate disruptions and implement effective contingency plans quickly.
Calm under pressure and resilient during high-volume periods, emergencies, and unexpected operational challenges.
Team player who collaborates across logistics, warehouse, maintenance, and customer service teams to deliver reliable outcomes.
Empathy and customer-service orientation to de-escalate conflicts and maintain positive client relationships.
Adaptability and willingness to learn new tools, processes, and routing strategies as systems evolve.
Time management and follow-through to ensure tasks are completed end-to-end and handoffs are clean across shifts.
Continuous improvement mindset with a bias for documenting lessons learned and improving SOPs.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED. Equivalent combination of education and logistics/transportation experience also acceptable.

Preferred Education:

Associate degree or Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, Transportation Management, or related field.

Relevant Fields of Study:

Supply Chain / Logistics Management
Business Administration
Transportation Management
Operations Management
Industrial Engineering (focus on logistics)

Experience Requirements

Typical Experience Range:

1–4 years of hands-on experience in dispatch, transportation coordination, fleet operations, or logistics support roles.

Preferred:

2+ years of experience using TMS/dispatch systems, coordinating commercial drivers, and managing high-volume delivery operations. Experience in a specific sector (parcel, LTL, truckload, refrigerated, or last-mile delivery) is a plus.