Key Responsibilities and Required Skills for Dispatch Coordinator

🎯 Role Definition

The Dispatch Coordinator is responsible for planning, scheduling and executing the movement of goods and personnel across assigned routes and regions. This role coordinates between drivers, customers, warehouse operations, and maintenance teams to ensure on-time delivery, regulatory compliance (HOS/DOT/ELD), and cost-effective fleet utilization. The ideal candidate proactively resolves service disruptions, optimizes routes using transport management systems (TMS), and contributes to continuous improvement of dispatch processes and KPIs.

📈 Career Progression

Typical Career Path

Entry Point From:

Dispatcher or Routing Clerk
Customer Service Representative in logistics
Warehouse or Inventory Coordinator

Advancement To:

Senior Dispatch Coordinator
Dispatch Supervisor / Lead Dispatcher
Operations Manager or Fleet Manager

Lateral Moves:

Route Planner / Route Optimization Analyst
Logistics Coordinator / Supply Chain Analyst

Core Responsibilities

Primary Functions

Manage day-to-day dispatch operations by assigning drivers and vehicles to routes, balancing workload to meet service level agreements (SLAs) and customer delivery windows while minimizing deadhead miles.
Monitor real-time shipment status via TMS, GPS telematics, and ELD data to proactively identify and resolve delays, traffic issues, mechanical problems, and other disruptions impacting on-time performance.
Communicate directly with drivers, providing clear route instructions, updated manifests, special handling directions, and immediate support during exceptions to ensure safety and compliance.
Coordinate pick-ups and deliveries with internal teams (warehouse, loading docks) and external partners (carriers, brokers, shippers) to ensure accurate load planning and timely transfer of goods.
Build and maintain daily manifests, bills of lading, and route sheets; verify loads against order documentation for accuracy and completeness prior to dispatch.
Use routing and optimization tools to plan efficient multi-stop runs, consolidate loads where appropriate, and recommend corrective routing to reduce cost per mile and improve vehicle utilization.
Maintain strict compliance with hours-of-service (HOS), Department of Transportation (DOT) regulations, and company safety policies by reviewing ELD logs, driver certifications, and compliance records.
Escalate and coordinate incident responses (accidents, cargo claims, road closures) with safety managers, claims teams, and external authorities while documenting incident details for follow-up.
Serve as the primary point of contact for customer inquiries related to delivery windows, status updates, service exceptions, and billing questions; provide timely, accurate updates and manage expectations.
Monitor KPIs such as on-time deliveries, dwell time, driver utilization, and fuel consumption; prepare daily and weekly operational reports for management with insight-driven recommendations.
Negotiate with third-party carriers and brokers for spot freight needs, obtain rate报价, arrange capacity during peak demand, and document contractual terms for transparency.
Schedule and prioritize maintenance and inspection windows in collaboration with the fleet maintenance team to minimize downtime and ensure vehicle readiness.
Assign and track special equipment needs (liftgates, curtain-side trailers, temperature control) and ensure appropriate documentation for specialized shipments.
Manage driver assignments during shift changes and handoffs to ensure continuity of service and accurate transfer of route information.
Implement and maintain contingency plans for weather events, labor disruptions, or infrastructure issues; coordinate alternative routing and communication plans to preserve service continuity.
Audit dispatch records and driver logs for accuracy and compliance; recommend corrective actions or training when patterns of non-compliance are identified.
Support billing and invoicing teams by providing verified delivery confirmations, PODs (proof of delivery), and exception documentation to expedite revenue recognition and claims resolution.
Lead daily dispatch huddles to review priorities, safety reminders, and service exceptions; ensure alignment across operations, customer service and warehouse teams.
Continuously evaluate dispatch processes and TMS configurations; propose workflow improvements, automation opportunities, or integrations to increase efficiency.
Maintain up-to-date contact lists and escalation matrices for drivers, customers, carriers, and maintenance partners; ensure rapid communication during time-sensitive issues.
Train and mentor junior dispatch staff on standard operating procedures, systems usage, and customer communication best practices to build a resilient dispatch desk.
Validate driver qualifications, licenses, and background checks in coordination with HR to support safe operations and regulatory compliance.
Track and manage operational expenses related to dispatching (tolls, detention, layover, accessorials) and ensure correct coding for accounting.
Facilitate cross-functional projects such as TMS rollouts, telematics upgrades, or continuous improvement initiatives to align dispatch capabilities with strategic goals.

Secondary Functions

Prepare and deliver ad-hoc operational reports and root-cause analyses to stakeholders to support decision-making and SLA reviews.
Participate in cross-functional improvement initiatives to reduce dwell time, optimize loading sequences, and improve first-time delivery rates.
Assist with training materials, process documentation, and SOP updates to reflect system changes or regulatory updates.
Act as a backup dispatcher during peak periods or absences; perform shift handovers and continuity checklists to maintain service levels.
Support audits by producing historical dispatch logs, compliance records, and performance trend data.
Coordinate with procurement and vendor management on temporary capacity procurement and contract compliance.
Contribute to customer onboarding by advising on realistic routing, service expectations, and special handling requirements.
Maintain internal knowledge base and dispatch playbooks to capture best practices and lessons learned from major incidents.

Required Skills & Competencies

Hard Skills (Technical)

Proficiency with Transport Management Systems (TMS) such as Oracle Transportation Management, MercuryGate, Manhattan, or equivalent; ability to create routes, manage loads, and run operational reports.
Familiarity with telematics/GPS tracking platforms (Samsara, Verizon Connect, Omnitracs) to monitor vehicle location, speed, and ELD data in real time.
Strong Microsoft Excel skills (pivot tables, VLOOKUP/XLOOKUP, conditional formatting) for KPI tracking, manifests, and exception reporting.
Knowledge of Hours-of-Service (HOS) rules, DOT/FMCSA regulations, ELD compliance, and driver qualification requirements.
Experience with CRM or customer portals for status updates and order management; competence with email and call-based customer communications.
Basic understanding of freight billing, accessorial charges (detention, lumper, layover), and documentation required for invoicing and claims.
Routing and load optimization experience — ability to consolidate stops, sequence deliveries, and reduce empty miles.
Comfortable using workforce management tools and scheduling solutions for shift planning and resource allocation.
Experience generating and interpreting operational KPIs and dashboards (on-time delivery %, dwell time, utilization, delivered vs planned).
Familiarity with safety incident reporting systems and basic claims handling procedures.

Soft Skills

Clear, professional verbal and written communication with drivers, customers, and cross-functional teams.
Strong problem-solving and analytical mindset to triage disruptions and propose practical workarounds quickly.
Excellent time management and the ability to multi-task in a fast-paced, high-volume environment.
Customer service orientation with empathy and the ability to de-escalate tense situations.
Attention to detail and accuracy when preparing manifests, logs, and compliance documentation.
Team player with collaborative attitude and experience coordinating across operations, maintenance, and sales.
Adaptability and resilience to work in a dynamic scheduling environment with changing priorities and emergency requests.
Decision-making under pressure and the ability to prioritize safety while meeting service commitments.
Coaching and mentoring skills to support junior dispatchers and continuous improvement.
Data-driven mindset with the curiosity to use metrics to identify trends and drive performance improvements.

Education & Experience

Educational Background

Minimum Education:
High school diploma or GED.

Preferred Education:
Associate or Bachelor's degree in Logistics, Supply Chain Management, Transportation, Business Administration, or related field.

Relevant Fields of Study:

Logistics and Supply Chain Management
Transportation and Fleet Management
Business Administration / Operations Management
Industrial Engineering (beneficial for route optimization)

Experience Requirements

Typical Experience Range:
1–5 years of experience in dispatching, transportation operations, or logistics coordination.

Preferred:
3+ years as a Dispatcher or Dispatch Coordinator in trucking, courier, or field service operations, with demonstrated experience using a TMS, managing driver communications, and ensuring DOT/ELD compliance. Prior experience coordinating regional or multi-state routes and working in 24/7 operations is a plus.