JOB DESCRIPTION

Dispatcher

PRIMARY OBJECTIVES/JOB SUMMARY

The Dispatcher is responsible for coordinating and routing drivers to customer locations in an efficient and timely manner. This position serves as the primary communication link between drivers, customers, and internal operations to help ensure services are completed on schedule.

Essential Duties and Responsibilities

• Receive and review customer service requests and determine appropriate driver assignments.
• Dispatch and route drivers to customer locations based on location, availability, priority, and scheduled service times.
• Monitor driver schedules, routes, and job progress throughout the day.
• Adjust routes and assignments as needed due to traffic, delays, cancellations, additional customer requests, or other operational changes.
• Communicate job details, customer information, addresses, and special instructions clearly to drivers.
• Maintain regular communication with drivers regarding arrival times, job status, delays, and completed services.
• Run daily reports in routing software to update missed/unconfirmed deliveries and pickups.
• Coordinate multiple drivers and customer requests while prioritizing urgent or time-sensitive needs.
• Utilize GPS, mapping, routing, scheduling, and dispatch software to determine efficient routes.
• Maintain accurate records of dispatch activity, customer requests, driver assignments, and completed services.
• Identify scheduling or routing conflicts and proactively work to resolve them.
• Escalate customer concerns, significant delays, driver issues, or service problems to management when necessary.
• Work closely with Operations and other departments to maximize driver productivity and customer coverage.
• Assist with answering incoming calls and responding to customer or driver questions.
• Ensure drivers receive complete and accurate information before being dispatched.
• Perform additional administrative and operational duties as assigned.

Qualifications

• High school diploma or GED required.
• Previous experience in dispatching, logistics, transportation, scheduling, customer service, or a similar role preferred.
• Experience coordinating mobile service technicians, delivery drivers, field service employees, or route-based operations is a plus.
• Strong computer skills and ability to learn dispatch, GPS, scheduling, and customer management systems.

Skills and Competencies

The successful candidate should demonstrate:

• Strong organization and time-management skills.
• Ability to manage multiple drivers and customer requests simultaneously.
• Excellent verbal and written communication skills.
• Strong customer service skills and a professional demeanor.
• Ability to make quick, practical decisions when schedules change.
• Strong attention to detail and accuracy.
• Ability to prioritize assignments based on customer needs, driver location, and operational efficiency.
• Ability to remain professional in a fast-paced environment.
• Strong problem-solving and critical-thinking skills.
• Ability to communicate effectively with drivers, customers, management, and other team members.
• Dependability and consistent follow-through.

Physical and Work Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to communicate frequently by telephone, computer, and other electronic communication methods.
• Ability to work in a fast-paced environment with frequent interruptions and changing priorities.
• Must be able to manage multiple screens, systems, calls, and conversations simultaneously.