What are the responsibilities and job description for the Dispatcher - Intermodal position at Forward?
The Dispatcher - Intermodal oversees the planning, scheduling, and strategic coordination of customer freight to ensure optimal operational efficiency and service performance. This role exercises independent judgment to manage relationships, resolve service issues, allocate resources, and proactively identify improvements that drive fleet performance. They serve as a trusted partner to Independent Contractors and customers, balancing operational capabilities with service expectations. The position requires advanced decision‑making, discretion, and the ability to manage competing priorities in a fast‑moving environment.
Responsibilities:
- Lead planning, scheduling, and dispatching activities to maximize fleet efficiency and meet customer requirements
- Serve as the primary operational decision‑maker and point of contact for assigned Independent Contractors
- Monitor containers to prevent demurrage and storage fees
- Providing detailed instruction to various personnel via email and phone
- Accepting & scheduling loads and providing excellent customer service
- Make routing decisions that satisfy customer expectations and company financial decisions
- Develop strong, influential relationships with drivers to support retention and performance
- Analyze shipment data and proactively adjust plans to maintain service levels
- Resolve operational challenges by identifying root causes and implementing corrective actions
- Manage customer expectations by communicating capacity constraints and service solutions
- Monitor driver hours, performance, and compliance, making adjustments to ensure safe and legal operations
- Collaborate with sales and customer service to design service solutions and support customer needs
- Recommend process improvements to enhance fleet performance and operational reliability
- Provide guidance, mentoring, and training support to less experienced dispatch personnel
- Prepare performance insights and trends for leadership review
- All other duties as assigned to meet evolving business needs.
Qualifications:
- Education: Undergraduate degree from an accredited college or university preferred; equivalent experience considered
- Strong analytical and operational decision‑making skills
- Proven ability to exercise independent judgment and discretion in day‑to‑day operations
- Advanced written and verbal communication abilities
- Demonstrated success in building and managing professional driver relationships
- Proficiency in dispatch systems; AS400 experience a plus
- Transportation industry or load‑planning experience strongly preferred
- Demonstrated discretion and confidentiality in handling sensitive information
- Technical: Proficient with Microsoft O365 and common office technologies
- Environment: Ability to work on‑site and travel as needed for operational or customer meetings
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