What are the responsibilities and job description for the Dispatcher - Local position at Forward?
The Dispatcher - Local supports day‑to‑day freight coordination by following established procedures to schedule, assign, and track shipments. This role focuses on accurately entering information, monitoring shipment progress, and communicating routine updates between drivers and internal teams. The Dispatcher provides direct support to Independent Contractors by responding to questions, relaying instructions, and escalating issues to leadership as needed. Work is performed within defined guidelines, SOPs, and systems. This position plays a critical role in maintaining timely, accurate freight movement and exceptional driver and customer service.
Responsibilities:
- Perform routine coordination, scheduling, and dispatching of customer freight using established processes and systems
- Serve as the primary point of contact for driver communications via phone, Qualcomm, and email
- Relay instructions and updates to Independent Contractors and document interactions in internal systems
- Monitor shipment status and provide updates to ensure on‑time delivery
- Identify basic service issues and escalate concerns to supervisors for resolution
- Maintain accurate records of driver hours, performance, and availability
- Provide straightforward customer updates and route information based on set guidelines
- Work collaboratively with customer service/sales to communicate shipment status and assist in resolving routine issues
- Follow all department standard operating procedures (SOPs) and compliance requirements
- Support new drivers by providing system instructions and basic process guidance
- Perform data entry, documentation review, and administrative tasks to support fleet operations
- All other duties as assigned.
Qualifications:
- Education: High school diploma or equivalent
- Strong customer service and communication skills
- Ability to follow established processes in a fast‑paced environment
- Basic problem‑solving skills with willingness to escalate issues appropriately
- Comfort using dispatch systems; AS400 experience a plus
- Ability to maintain professionalism when working with drivers and internal partners
- Transportation or dispatch experience preferred
- Demonstrated reliability and commitment to attendance and schedule requirements
- Technical: Proficient in Microsoft O365 and common office technologies
- Environment: Must be able to work on‑site and commute reliably to the assigned location
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