Dispatcher job description template

Position Identification

1. Position Summary

The Dispatcher coordinates the daily movement of drivers, technicians, vehicles, and freight to maintain reliable service delivery and meet customer commitments. Operating as the operational link between customers, drivers, and management, the role assigns tasks, monitors route progress in real time, and resolves transit delays or service exceptions. The Dispatcher manages schedule adjustments to control labour hours, minimize vehicle downtime, and ensure adherence to applicable commercial vehicle safety and labour standards. The primary outcome of this role is the timely, safe, and cost-effective execution of daily delivery and service schedules.

2. Key Responsibilities

2.1 Daily Dispatch and Route Optimization (25%)

• Plans and assigns daily run manifests, service calls, and delivery sequences to available drivers and equipment based on capacity, geographic proximity, and customer priority.
• Reviews daily order volumes against vehicle capacity to build balanced route schedules that minimize unnecessary kilometres and fuel consumption.
• Sequences time-sensitive deliveries and pick-ups to achieve on-time delivery targets across all assigned service territories.

2.2 Real-Time Driver Communication and Fleet Monitoring (20%)

• Communicates assignments, route changes, pick-up details, and hazard advisories to drivers using two-way radio, dispatch software, mobile applications, and phone systems.
• Tracks vehicle locations and transit progression using GPS tracking tools and dispatch dashboards to verify adherence to scheduled arrival windows.
• Logs driver check-ins, departures, arrival times, and status changes in [HRIS_NAME] or the fleet management system to maintain real-time operational visibility.

2.3 Schedule Adjustments and Incident Resolution (15%)

• Reallocates stops and reroutes active drivers during traffic delays, weather disruptions, equipment breakdowns, or emergency customer requests.
• Coordinates roadside assistance, vehicle towing, or back-up equipment deployment when mechanical failures occur to keep cargo and route schedules moving.
• Escalates unresolved route failures, safety incidents, or severe delivery exceptions directly to [OWNER_OR_MANAGER] immediately.

2.4 Customer Service and Order Intake (15%)

• Receives incoming delivery orders, service requests, and cancellation notices from customers by phone, email, and digital order channels.
• Provides customers with accurate delivery windows, shipment status updates, and timely notifications regarding delays or delivery constraints.
• Documents customer delivery instructions, site access codes, and special handling requirements on driver route sheets.

2.5 Compliance, Hours of Service, and Safety (10%)

• Monitors driver shift durations and transit hours to verify adherence to commercial vehicle Hours of Service regulations and provincial employment standards limits.
• Verifies that pre-trip inspection reports and daily vehicle circle checks are completed and logged by drivers prior to vehicle dispatch.
• Notifies [OWNER_OR_MANAGER] immediately of any driver-reported vehicle defects, safety hazards, or road incidents.

2.6 Asset and Equipment Tracking (10%)

• Tracks fleet asset availability, including truck assignments, trailer pairings, spare units, and out-of-service equipment.
• Coordinates with internal mechanics or external repair vendors to schedule vehicles for preventative maintenance inspections without disrupting primary route coverage.
• Reassigns reserve vehicles during maintenance cycles to preserve full delivery capacity.

2.7 Administrative Records and Billing Support (5%)

• Verifies completed bills of lading, proof-of-delivery receipts, and driver run sheets at the end of each shift for accuracy and missing documentation.
• Reconciles reported driver hours, layover times, and extra-stop accessorial charges against GPS logs for accurate payroll and customer invoicing.
• Archives dispatch logs, manifests, and customer correspondence in [FILE_LOCATION] according to company record retention schedules.

3. Qualifications & Experience

Role Qualifications and Hiring Requirements

4. Competencies

Required Operational Competencies and Behavioural Indicators

5. Working Conditions & Performance Measures

5.1 Working Conditions and Physical Demands

The following table outlines the physical demands, environmental factors, and work conditions required for this role. This profile serves as the standard baseline for recruitment, individual accommodation evaluations, and return-to-work planning.

Working Conditions and Physical Demands Profile

5.2 Performance Measures

The performance of the Dispatcher is evaluated against the quantitative and qualitative operational measures detailed below.

Role Performance Measures and Targets

5.3 Career Path

• Typical Prior Experience: Customer Service Representative, Delivery Driver, Fleet Maintenance Clerk, Warehouse Lead, or Logistics Administrative Assistant.
• Typical Next Steps: Senior Dispatcher, Fleet Supervisor, Logistics Coordinator, Operations Manager, or [OWNER_OR_MANAGER].

5.4 Position Acknowledgement

This job description outlines the primary duties, qualifications, and operational expectations of the Dispatcher role. It does not represent an exhaustive list of all responsibilities, tasks, or duties that may be required in the day-to-day operation of the business. The organization reserves the right to amend, adjust, or assign specific duties with reasonable notice to meet evolving business needs, customer demands, and operational requirements.

Incumbent Acknowledgement:

I acknowledge that I have received, reviewed, and understand the contents of this job description.

Employee Name: ________

Employee Signature: _________

Date (DD-MMM-YYYY): _________

Management Sign-Off:

Manager Name: _________

Manager Signature: __________

Date (DD-MMM-YYYY): _________

What to fill in