The Dispatcher & Customer Specialist plays a multi-functional role supporting key areas of operations in a long-haul transportation environment. This position supports the end-to-end movement of freight between Canada and the United States by facilitating effective communication, optimizing route and load efficiency, and delivering a high standard of customer support. The role plays a vital part in meeting service expectations, maintaining compliance, and contributing to the overall success of daily transportation operations.
Reports To: Director of Fleet Operations
Key Responsibilities
- Act as a point of contact for customers, providing updates on shipment status, and updating delivery schedules.
- Manage customer inquiries with professionalism and ensure timely responses.
- Document all customer interactions in internal systems and escalate unresolved issues when necessary.
- Ensure high customer satisfaction through proactive communication and service excellence.
- Assign loads to drivers based on availability, location, hours of service, and delivery requirements.
- Communicate effectively with drivers regarding pick-up/drop-off instructions, route changes, or service issues.
- Monitor real-time truck movements and ensure schedule adherence.
- Handle unexpected events such as breakdowns, delays, or border crossing issues and respond with effective solutions.
- Collaborate with load planners to optimize trailer usage and lane efficiency between Canada and the U.S.
- Anticipate freight volumes and adjust planning accordingly to maximize driver productivity and minimize deadhead miles.
- Coordinate with customers and shippers to align freight bookings with equipment availability.
- Enter accurate and complete load details into the transportation management system.
Qualifications & Experience
- High school diploma or equivalent; post-secondary education in logistics, business, or related field is preferred.
- Minimum 2 years of experience in transportation, logistics, or dispatch roles.
- Understanding of cross-border freight movement, customs processes, and compliance regulations.
- Strong communication and interpersonal skills.
- Proficiency in transportation management systems (e.g., TruckMate) and Microsoft Office tools.
- Ability to work under pressure, manage multiple tasks, and meet tight deadlines.
- Flexibility to work various shifts, including weekends if needed.
- Bilingual (English/French) or multilingual abilities are an asset.
Work Schedule:
Two positions are available as part of our operations team.
Position One - 4 day work week Fri-Mon:
- Fri noon – 8pm
- Sat 10am-10pm
- Sun 10am-10pm
- Mon 7am-noon
Position Two - 5 day work week Sun-Thu:
- Sun 9am-6pm
- Mon 9am-6pm
- Tue 9am-6pm
- Wed 9am-6pm
- Thu 9am-6pm
Job Types: Full-time, Permanent
Pay: $44,000.00-$50,000.00 per year
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
Work Location: In person
