Dispatch Support Specialist

The Dispatch Support Specialist plays a key role in supporting the OTR Dispatch and Customer Service teams by ensuring efficient communication between drivers, dispatchers, and customers. This position focuses on maintaining accurate load updates, coordinating appointments, and resolving issues quickly to keep freight moving smoothly.

Key Responsibilities

• Conduct regular check calls with OTR drivers to confirm location, ETA, and load status.

• Monitor driver progress using GPS and ELD systems.

• Relay updates or changes from dispatch or customers to drivers promptly and clearly.

• Assist drivers with trip details, directions, and appointment confirmations.

• Provide timely status updates to customers on pickups, deliveries, and delays.

• Respond to customer inquiries regarding load progress and scheduling.

• Schedule and update appointments through customer portals.

• Track and coordinate equipment scheduled for service.

• Enter and maintain accurate data for loads, equipment, and customer records.

• Set and confirm pickup and delivery appointments with shippers and receivers.

• Coordinate with dispatch to ensure drivers meet appointment windows.

• Record all appointments, changes, and notes in the TMS (Transportation Management System).

• Update load details in real time, including ETAs, check calls, and status changes.

• Support the dispatch team with documentation, rate confirmations, and POD tracking.

• Communicate proactively about issues such as breakdowns, weather delays, or missed appointments.

• Collaborate closely with dispatchers to manage daily load flow.

• Support customer service and operations leadership with special projects as needed.

• (Optional) Provide after-hours or weekend coverage for extended service needs.

Qualifications

• Experience in trucking dispatch, logistics operations, or customer service preferred.

• Excellent verbal and written communication skills.

• Strong multitasking, problem-solving, and organizational skills.

• Proficient with computers and Microsoft Office 365.

• Familiarity with TMS systems (e.g., McLeod, Motive, Macropoint) a plus.

• Ability to thrive under pressure in a fast-paced, time-sensitive environment.