Roles and Responsibilities 

The dispatcher serves as the primary point of contact for drivers, van line agents, and internal stakeholders, ensuring smooth execution of household goods moves. The role is responsible for managing inbound phone calls and emails in support of van line policies, and procedures, delivering timely support and accurate information. By facilitating real-time communication, maintaining precise shipment data across all operational platforms, and supporting issue resolution, this position directly contributes to operational efficiency, on-time performance, and overall customer satisfaction.

Essential Functions and Responsibilities

% of time

(must total to 100%)

Description of Duty

50%

Communication and Network Support

• Answer inbound driver calls promptly to provide support, resolve issues, and maintain continuity of operations.
• Respond to driver and agent emails with accurate, timely information related to shipments, schedules, equipment needs, and operational requirements.
• Communicate shipment and trip orders to drivers and verify receipt of all critical instructions.
• Issue authorizations for weight challenges, storage, shuttle services, and other operational exceptions.
• Facilitate repairs, equipment rentals, and labor requests to support drivers and ensure minimal service disruption.
• Distribute trip delay notifications to all relevant stakeholders and initiate necessary corrective actions.

30%

Data Integrity & System Accuracy

• Maintain accurate and up-to-date shipment and trip information within dispatch and transportation management systems.
• Review and resolve discrepancies identified in daily integrity reports to ensure compliance with operational standards.

15%

Network Relationships & Cross-Functional Collaboration

• Build strong working relationships with the van line agents, drivers, and operational partners to secure resources and improve service execution.
• Partner with internal teams such as scheduling, safety, and customer service to support service outcomes.
• Communicate changes, risks, and updates clearly and proactively to all stakeholders.

5%

Continuous Improvement & Special Assignments

• Identify opportunities to enhance communication workflows, data accuracy, and operational efficiency.
• Contribute operational insight to cross-functional projects or task groups.

Qualifications and preferred skills (Qualifications, Skills, Education or Certification Requirements, etc.)

Education/Certification Requirements

• High School Diploma Required
• Bachelor’s degree in business, logistics, supply chain management, a related field preferred, OR an equivalent operational experience.

Qualifications and Experience Requirements

• Familiarity with dispatch operations, household goods transportations, road services support, or logistics environments.
• Ability to clearly convey information over phone and email, manage high-volume inbound inquiries, and relay critical details accurately in fast-moving situations.
• Demonstrated ability to troubleshoot issues, provide practical solutions, and support drivers experiencing disruptions such as delays, equipment needs, or service failures.
• Ability to assess situations quickly, issue appropriate authorizations, and determine when to escalate issues.
• Helpful understanding of equipment repairs, rental coordination, roadside support, and labor resource management.
• Proficiency with Microsoft Office and transportation management systems.
• Effective communication and relationship building skill across internal and external partners.
• Strong prioritization, problem solving, and independent decision-making skills.