Dispatcher II

Position Summary

The position is responsible for the real-time coordination, monitoring, and execution of shipments in a Good Distribution Practice (GDP) compliant environment. This role ensures on-time, secure, temperature-controlled delivery of products while maintaining strict adherence to customer requirements, regulatory standards, and standard operating procedures.

The dispatcher serves as the central control point between drivers, operations, quality, and customers—managing exceptions, documenting chain-of-custody, and protecting product integrity from origin to delivery.

Essential Functions

• Dispatch and manage time-critical shipments (OTR team environment)
• Manage daily schedule for drivers
• Monitor shipments via TMW, GPS, and temperature-monitoring systems
• Proactively manage delays, deviations, equipment issues, and weather risks
• Execute contingency plans for temperature excursions, and route disruptions
• Ensure drivers comply with customer specific requirements and protocols
• Ensure adherence to standard operating procedures and quality manual
• Maintain accurate chain-of-custody documentation
• Verify temperature set-points, reefer operation, seals, and equipment readiness
• Escalate and document temperature excursions or quality events
• Support audits and internal quality reviews as required
• Serve as primary point of contact for drivers
• Solicit freight from customers
• Verify driver readiness, credentials, and compliance prior to dispatch
• Provide clear, documented instructions for handling, check-calls, and delivery protocols
• Support driver issue resolution while maintaining service integrity
• Provide proactive, professional shipment updates to customers
• Manage high-touch customer expectations
• Document all customer communications and exceptions

Qualifications

• High school diploma or equivalent
• 2 years of dispatching experience
• Excellent conflict resolution and skills
• Effective oral, written and interpersonal communication skills

Note: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of associates so classified. Management retains the right to assign or reassign duties at any time. Job description is subject to change. All employees of the Company are expected to:

1. Promote positive work habits including effective and timely communication, teamwork and respect for co-workers.
2. Provide constructive guidance to other employees and representatives of third parties.
3. Contribute to providing the highest quality of products and services to customers.

#NDLP