What are the responsibilities and job description for the Dispatcher position at Forward Air Corporation?
Job Description
The Dispatcher - Regional supports day‑to‑day freight coordination across local, regional, and national OTR, and linehaul operations by scheduling, assigning, and tracking shipments. They are responsible for dispatching and supporting both company-employed drivers and independent contractor drivers, ensuring accurate data entry, shipment visibility, and consistent communication. They monitor freight movement across multiple route types, proactively communicating updates and escalating service issues when needed. They play a critical role in maintaining on‑time freight movement, regulatory compliance, and a high level of driver and customer service.
Compensation: $26.84 per hour
Schedule: Sunday, Monday, Tuesday and every other Wednesday, 6 AM - 6 PM
Responsibilities
The Dispatcher - Regional supports day‑to‑day freight coordination across local, regional, and national OTR, and linehaul operations by scheduling, assigning, and tracking shipments. They are responsible for dispatching and supporting both company-employed drivers and independent contractor drivers, ensuring accurate data entry, shipment visibility, and consistent communication. They monitor freight movement across multiple route types, proactively communicating updates and escalating service issues when needed. They play a critical role in maintaining on‑time freight movement, regulatory compliance, and a high level of driver and customer service.
Compensation: $26.84 per hour
Schedule: Sunday, Monday, Tuesday and every other Wednesday, 6 AM - 6 PM
Responsibilities
- Perform routine coordination, scheduling, and dispatching of customer freight across local, regional, OTR, and linehaul routes using established processes and systems
- Dispatch and support both company-employed drivers and independent contractor drivers in accordance with operational guidelines
- Serve as a primary point of contact for driver communications via phone, in-cab technology (e.g., Qualcomm), and email
- Relay load instructions, routing details, and service updates to drivers and document interactions in internal systems
- Monitor shipment status, driver progress, and appointment times to support on-time pickup and delivery performance
- Track and maintain accurate records related to driver hours, availability, utilization, and performance
- Identify service disruptions, delays, or compliance concerns and escalate issues to leadership per SOPs
- Provide routine customer updates and shipment status information based on defined service expectations
- Coordinate with customer service, operations, and sales teams to communicate shipment status and assist with issue resolution
- Support OTR and long-haul freight movement by monitoring multi-day shipments and handoffs between regions or shifts
- Assist with onboarding and support of new drivers by providing system navigation guidance and basic process instruction
- Perform data entry, documentation review, and administrative tasks to support fleet and dispatch operations
- Follow all department standard operating procedures (SOPs), safety guidelines, and regulatory requirements
- All other duties as assigned to meet evolving business needs.
- Education: High School Diploma or GED equivalent required.
- Strong customer service, communication, and organizational skills
- Ability to follow established processes and manage multiple priorities in a fast-paced dispatch environment
- Basic problem-solving skills with sound judgment and willingness to escalate issues appropriately
- Comfort using dispatch, TMS, or fleet management systems; AS400 experience a plus
- Prior transportation, logistics, or dispatch experience preferred
- Demonstrated reliability, professionalism, and commitment to attendance and schedule requirements
- Demonstrated discretion and confidentiality in handling and protecting sensitive information
- Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
- Environment: Comfort commuting to/from and working in a 100% on-site setting (listed in this posting), with travel for related meetings/events.
Salary : $27