Dispatch Supervisor

About the role

The Harbor Dispatch Supervisor oversees the planning and utilization of drivers for the NFI Drayage business, while also managing the dispatchers assigned to this operation.

Responsibilities

• Provides load planning, driver scheduling, and dispatch duties using both Dedicated Fleet drivers and Owner Operators.
• Maintains positive and encouraging working relations with all dispatchers and drivers.
• Communicates service issues to appropriate internal (NFI) and external (customer) personnel and departments.
• Provides daily and weekly performance/KPI data reports to both internal and external parties.
• Manages and maintains driver payroll via the dispatchers.
• Handles inbound phone calls from carriers, drivers, or shippers requesting order-related information, such as addresses or directions.
• Utilizes drayage TMS systems to address issues and document interactions with clients or internal parties.
• Determines when to engage third-party carriers to ensure on-time service for customers.
• Assists and provides coverage across departments during vacations, holidays, and irregular work schedules.
• Tracks and traces shipments directly with third-party carriers using online tools or telephone contact.
• Follows a specific escalation process in the event of major service failures or issues.
• Responds promptly to driver or carrier needs.
• Provides real-time information to Sales and Carrier representatives as required.
• Ensures accurate and timely entry of load status into the operational system.
• Assists with implementing NFI’s Safety, Security, and Labor Policies.
• Ensures accurate and timely completion of daily and weekly tasks.

Requirements

• High school diploma, general education degree, or equivalent.
• Minimum 10 years of experience in drayage or harbor business.
• Bilingual in English and Spanish.
• Typing speed of 35+ words per minute.
• Knowledge of customer service principles and practices.
• Strong verbal and written communication skills.
• Active listening skills.
• Customer-focused team player.
• Effective time management skills.
• Proficiency in Outlook, Gmail, and MS Office (Word, Excel, PowerPoint, etc.).
• Highly organized with strong attention to detail and accuracy.

Pay

The base salary range for this position is $66,186.12 to $88,248.16. This role is also eligible for an annual discretionary bonus, targeted at 8%. Starting pay is determined based on qualifications, experience, education, and geographic location.

Benefits

• Medical, Dental, and Vision coverage.
• Prescription Drug Coverage.
• 401k Plan.
• Wellness Program.
• Life Insurance.
• Paid Time Off.
• Paid Parental Leave.