Dispatch & Operations is the hub of a trucking company, where critical operational and sometimes even financial decisions are made.  Here, routes are planned and equipment and drivers assigned to meet customers’ requirements safely, quickly and efficiently.  It is also where legal requirements are handled, for example, vehicle and shipment weights and dimensions.  Because the trucking industry works around the clock, some companies may require shift work.  This area offers a fast-paced, exciting work environment and constant interaction with customers and other employees.

General Responsibilities:

• Plan routes effectively
• Ensure the right equipment is used and both driver and equipment meet customers’ needs and all legal requirements
• Act as the first point of contact for new and existing customers, which may include managing customer complaints
• Supervise drivers and manage vehicles and equipment
• Handle billing, licensing and permitting

Typical Jobs:
Depending on the size of the company, these jobs may be incorporated into a single position or be separate positions.  Position responsibilities may also be shared with other employees.
Customer Service Representative:

• Books loads for delivery, records changes to the original booking, and handles customer complaints
• Links the dispatcher with the customers
• Keeps the dispatcher informed about all customers’ requirements

Dispatcher:

• Selects the right driver and equipment for each load to ensure customers’ requirements are met
• Ensures that driver and equipment fulfill all legal requirements
• Ensures deliveries are completed in a timely manner

Fleet Supervisor:

• Oversees the company’s fleet of vehicles, including trucks, truck-tractors and trailers
• Ensures the vehicles have all necessary licenses, accessories and safety devices

Billing Administrator:

• Prices the company’s services, for example, based on the weight and type of load, the type of equipment and handling needed, and delivery schedules
• Ensures customers are billed accurately and on time

Operations Manager:

• Heads the Operations department
• Assesses customers’ needs and determines what types of equipment the company needs and purchases new equipment as needed
• Ensures the company is in compliance with all provinces’ and states’ laws in which it operates
• May supervise drivers

Required Skills:
Depending on their position, people in Dispatch & Operations need some or all of these skills:

• Strong communication and interpersonal skills
• Strong organizational skills
• Strong analytical and decision-making skills
• Solid administrative and basic computer skills
• Basic business skills

Compensation:
$30,000 to $80,000 depending on responsibilities, experience and company size

Training:

• High-school education is required
• Training for all positions is mostly on-the-job
• It is common to move up through the positions within one company
• Training for dispatchers is available online from the Canadian Trucking Human Resources Council (CTHRC)
• Business training for Operations Managers is available at colleges and universities (link).
• Professional drivers are frequently recruited into Dispatch & Operations
• Financial assistance may be available