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Key Responsibilities and Required Skills for Delivery Dispatcher

💰 $35,000 - $55,000

LogisticsTransportationDispatch

🎯 Role Definition

A Delivery Dispatcher orchestrates the day-to-day movement of goods from warehouse to customer, ensuring timely, safe, and cost-effective deliveries. This role combines real-time driver coordination, route optimization, order priority management, and proactive customer communication. The ideal candidate uses dispatch/transportation management systems (TMS), GPS/ELD integrations, and strong problem-solving skills to minimize delays, reduce costs, and maintain high service levels for last-mile and local delivery operations.

Key deliverables include on-time delivery rate, successful resolution of delivery exceptions, efficient route utilization, accurate documentation, and adherence to safety and regulatory standards. This role is central to operational performance and customer satisfaction in e-commerce, retail, courier, and third-party logistics environments.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Warehouse Associate / Shipping & Receiving Clerk
  • Delivery Driver (local or regional)
  • Customer Service Representative in logistics

Advancement To:

  • Senior Dispatcher / Dispatch Supervisor
  • Logistics Coordinator / Route Manager
  • Fleet Manager or Operations Manager

Lateral Moves:

  • Route Planner / Network Planner
  • Customer Success Manager (logistics accounts)
  • Capacity Planner or Load Planner

Core Responsibilities

Primary Functions

  • Manage daily delivery operations by assigning and dispatching drivers, vehicles, and routes using TMS and GPS systems to meet scheduled pickup and delivery windows while maximizing driver productivity and minimizing empty miles.
  • Monitor live delivery activity in real time—track vehicle locations, ETAs, traffic incidents, and driver status—and proactively reassign loads or reroute drivers to avoid delays and maintain on-time delivery KPIs.
  • Prioritize and sequence deliveries based on customer SLA, perishable/priority cargo, legal driving hours, and vehicle capacity; adjust assignments dynamically when orders change or new high-priority loads appear.
  • Communicate clearly and empathetically with drivers about load details, special handling instructions, and route changes; provide timely coaching for safety and compliance when incidents occur.
  • Operate and maintain the dispatching software (TMS), handheld devices, ELD/telematics, and routing tools; ensure all delivery records, PODs, signatures, and electronic logs are collected and uploaded accurately.
  • Resolve delivery exceptions such as failed attempts, address issues, customer re-schedules, and damaged goods by coordinating driver actions, arranging redeliveries, or escalating to customer service or claims teams.
  • Coordinate with warehouse/shipping to sequence loads, perform staging instructions, and confirm manifest accuracy before drivers depart; ensure loading aligns with route stops to reduce offloads and re-handling.
  • Verify driver qualifications, vehicle assignments, and necessary equipment for each route; track vehicle maintenance needs and notify Fleet or Maintenance teams to prevent service interruptions.
  • Maintain compliance with DOT, FMCSA, local regulations, and company safety policies by monitoring driver hours-of-service, ensuring accurate ELD records, and reporting any safety incidents.
  • Communicate proactively with customers regarding ETA changes, delivery confirmations, and special instructions; manage inbound customer inquiries and provide status updates via phone, email, or portal.
  • Collaborate with sales and account management to support service-level agreements, onboarding new customers, and designing feasible delivery windows and routing strategies.
  • Analyze daily delivery performance data—on-time percentage, missed stops, dwell time—identify bottlenecks, and implement corrective actions to improve throughput and reduce costs.
  • Prepare and submit accurate shift logs, run sheets, and post-shift reports to management; document all anomalies, incident details, and corrective steps taken for auditability.
  • Implement contingency plans during severe weather, vehicle breakdowns, or high volume days by securing backup drivers, rerouting carriers, or coordinating subcontracted deliveries.
  • Participate in pre-shift briefings and post-shift debriefs to align on priorities, communicate service issues, and collect driver feedback for continuous improvement.
  • Train and mentor junior dispatch staff and seasonal hires on dispatch procedures, systems usage, safety protocols, and customer communication best practices.
  • Coordinate with billing and operations to confirm PODs and delivery confirmations before invoicing; support dispute resolution by providing accurate delivery documentation.
  • Maintain up-to-date contact lists and escalation matrices for drivers, vendors, maintenance, and customer accounts to expedite issue resolution.
  • Enforce inventory and manifest controls by ensuring signature capture, photo evidence for damaged items, and accurate recording of short-ships or overages.
  • Manage subcontractor and third-party carrier relationships when used for overflow or geographic coverage; ensure service levels, rates, and compliance requirements are met.
  • Lead or contribute to route optimization projects—analyzing density, stop sequencing, and consolidation opportunities—to reduce miles, fuel costs, and delivery times.
  • Ensure proper handling of special shipments (hazardous materials, oversized items, white-glove deliveries) by verifying certifications, equipment availability, and customer expectations.
  • Conduct periodic audits of driver performance, manifest accuracy, and system records to identify training needs and process gaps; recommend policy changes to leadership.
  • Support safety investigations and claims processing by assembling driver logs, route histories, GPS data, and witness statements in a timely manner.

Secondary Functions

  • Assist with onboarding and documentation for new carriers and drivers, including background checks, credential verification, and system access.
  • Generate and distribute daily, weekly, and monthly operational reports for stakeholders highlighting delivery KPIs, delays, and improvement initiatives.
  • Audit delivery documentation and invoices for discrepancies and collaborate with billing to resolve charge disputes.
  • Participate in cross-functional process improvement projects with warehouse, customer service, and IT to streamline pick/pack/dispatch workflows.
  • Provide input to TMS/ERP configuration and testing when new features, integrations, or mobile apps are rolled out.
  • Support emergency after-hours escalation as part of a rotating on-call dispatch roster during peak seasons or service disruptions.
  • Maintain and update standard operating procedures (SOPs) and training materials to reflect best practices and regulatory changes.
  • Coordinate returns, failed delivery pickups, and reverse logistics logistics to ensure smooth customer experience and inventory reconciliation.
  • Assist operations management with resource planning, forecasting demand, and recommending staffing levels for peak and off-peak periods.
  • Participate in safety meetings, toolbox talks, and driver performance reviews to promote a culture of continuous safety improvement.

Required Skills & Competencies

Hard Skills (Technical)

  • Transportation Management System (TMS) proficiency (e.g., Oracle NetSuite, Descartes, Onfleet, Verizon Connect, Transporeon) — ability to book, dispatch, and troubleshoot deliveries.
  • GPS/Telematics and ELD systems experience (e.g., Samsara, Geotab, KeepTruckin) for live tracking and HOS compliance.
  • Route optimization and sequencing skills using software tools or manual planning for efficient stop order and time-window adherence.
  • Strong Microsoft Excel skills — pivot tables, VLOOKUP/XLOOKUP, formula-driven reporting for KPI analysis and daily reconciliations.
  • Familiarity with DOT/FMCSA regulations, hours-of-service rules, and safety compliance monitoring.
  • Electronic proof-of-delivery (ePOD) capture and documentation management (photo evidence, electronic signatures).
  • Basic understanding of vehicle capacity/loading constraints, palletization, and weight distribution to assign right-sized loads.
  • Experience working with warehouse management systems (WMS) and order management processes to coordinate staging and loading.
  • Ability to operate multi-line phone systems, CRM or ticketing tools, and communicate status updates across channels.
  • Data-driven reporting: KPI creation and interpretation (on-time delivery, dwell time, failed attempts, cost per stop).

Soft Skills

  • Exceptional written and verbal communication to coordinate drivers, internal teams, and customers under time pressure.
  • Strong problem-solving and decision-making skills with the ability to act quickly during exceptions to minimize service impact.
  • Customer-focused mindset and diplomacy when managing service failures, escalations, and customer expectations.
  • High organizational ability and multi-tasking in a fast-paced, high-volume environment.
  • Calm under pressure and resilience during peak seasons, weather events, and unexpected disruptions.
  • Collaboration and teamwork — work cross-functionally with warehouse, sales, maintenance, and customer service.
  • Attention to detail for accurate documentation, compliance tracking, and completing administrative tasks.
  • Time management and priority setting to balance urgent exceptions and routine dispatch responsibilities.
  • Coaching and mentoring capability to develop junior dispatchers and support continuous improvement.
  • Accountability and reliability — maintain consistent shift coverage and follow escalation protocols.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED.

Preferred Education:

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

Relevant Fields of Study:

  • Supply Chain Management
  • Logistics & Transportation
  • Business Administration
  • Operations Management
  • Industrial Technology

Experience Requirements

Typical Experience Range:

  • 1–5 years in dispatch, transportation coordination, delivery operations, or related logistics roles.

Preferred:

  • 3+ years of delivery dispatch experience in last-mile, courier, e-commerce fulfillment, or third-party logistics environments with demonstrated use of TMS and GPS/ELD systems.
  • Previous supervisory or lead dispatcher experience a plus.
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