Dispatch Manager

About the role

The Dispatch Manager is responsible for maintaining an efficient, cost-effective, safe, productive, and professional dispatch operation while fostering positive customer service and employee relations. This role provides leadership to Drivers and Dispatchers, oversees daily routing and delivery operations, ensures compliance with DOT regulations and company policies, and supports operational excellence across transportation and warehouse functions.

Key Responsibilities

• Lead, train, and manage Drivers and Dispatchers in areas including freight processing, route management, customer service, DOT compliance, and operational procedures
• Aid customers in person, by phone, and through email regarding freight inquiries, scheduling, and delivery coordination
• Research and resolve delivery, scheduling, and customer service issues while implementing effective solutions
• Complete and maintain all required delivery, manifest, and freight documentation accurately and on time
• Communicate and enforce company policies, procedures, and safety standards
• Plan and coordinate daily dispatch operations, including route creation, manifest preparation, and delivery scheduling
• Update delivery and warehouse instructions and maintain route information within the Dispatch Management System
• Cook up and coordinate closely with warehouse leadership regarding freight movement and operational priorities
• Conduct regular meetings with Drivers and Dispatchers to communicate company updates, service expectations, and operational changes

Additional Responsibilities

• Support special projects as assigned by leadership
• Aid coworkers and other departments as operational needs require
• Serve as backup support for Dispatchers, Drivers, and the Warehouse Manager when needed
• Approve time-off requests and assist with workforce scheduling
• Participate in recruitment, onboarding, performance management, training, disciplinary actions, observations, and employee development activities
• Perform other duties as assigned

Communication & Customer Interaction

Strong communication skills are required, as this role interacts regularly with employees, customers, vendors, and business partners. Communication may include operational updates, performance discussions, and occasionally sensitive or confidential employee or business information, requiring discretion and professionalism.

Supervision/Management

This position directly supervises multiple supervisors and/or operational staff. Responsibilities include performance management, employee engagement, retention, scheduling, training, coaching, and disciplinary actions. The role is accountable for building a high-performing, diverse, and safety-focused team.

Required Qualifications

• A high school diploma or equivalent required; higher education or vocational training preferred
• 3+ years of relevant experience required
• Prior management experience preferred
• Transportation, logistics, or freight industry experience preferred
• Strong leadership and team management skills

Preferred Qualifications

• Strong reading comprehension and problem-solving abilities
• High attention to detail and strong time management skills
• Sound judgment and decision-making abilities
• Solid knowledge of DOT regulations

Skills

• Strong computer proficiency, including Outlook, Word, Excel, and PowerPoint
• Ability to operate a multi-line phone system
• Thorough understanding of general office operations
• Any equivalent combination of education and experience that provides the qualifications necessary to successfully perform the role

Required Certifications & Licenses

• A valid Class A or B CDL (or ability to obtain within 12 months of hire)
• A clean driving record
• Hazardous Materials Certification (or ability to obtain within 90 days of hire)
• Forklift Certification, preferred

Physical & Mental Requirements

• The employee must be able to perform essential job functions with or without reasonable accommodation.
• This may include sitting, standing, walking, lifting, and operating office or warehouse equipment.
• Work is performed in an office and warehouse environment, with occasional outdoor exposure.
• Conditions may include noise, weather, and proximity to moving equipment.
• Occasional overtime may be required based on business needs.