Career Highways: Dispatch and Operations

The Dispatch & Operations function is the nerve centre of a trucking company. This is where the most critical operational and sometimes, financial decisions are made. The operations function is responsible for ensuring that the customers' needs are met. This means making sure that the right equipment, drivers and loads are appropriately matched to ensure the timely and safe delivery of the freight.

Click on one of the job catagories above for more information on each role. Follow the training and education link to find out what schools offer related programs.

Many companies utilize on-the-job training, often relying on professional drivers as a source of recruitment for the more operational occupations. In some companies, the jobs linked to billing and licensing and permitting only require a solid administrative background with basic computer skills. Private institutions offer training for dispatchers and operations managers. Training in the handling of Dangerous Goods is often a requirement and typically coordinated by the employer.

Dispatcher

The dispatcher is one of the most important people in a road transportation organization. He/she is responsible for making critical decisions regarding the key operational function of the company. The dispatcher is typically given a list of "loads" along with their points of origin and destination and required delivery time. He/she must then "dispatch" the load to an available driver and the right equipment. The equipment can be a pick-up & delivery (P&D) truck, or a full tractor-trailer combination. In each case, the dispatcher must ensure that the trailer is suitable for loading, unloading and carrying the load. He/she must also ensure that the driver has sufficient hours left to move the load to its final or intermediate destination, and that he/she meets all the necessary requirements. For example, if the load contains dangerous goods, the driver must meet training and/or certification requirements.
Operating efficiencies are critical to the success of a trucking company, and the dispatcher plays a key role by ensuring that equipment utilization is maximized.

There are many types of dispatchers, each of whom may be responsible for a particular business area. For example, a dispatch function may be responsible for local pick-ups and deliveries, Canadian routes, or international moves. In each case, the dispatcher must have strong communication skills since communication is the key to success. Dispatchers must interact with drivers in a near-supervisory capacity. In many cases, dispatchers deal directly with existing or even new customers. They also have to have solid organization and decision-making skills. In most trucking organizations, the dispatch function is assisted with technology, often including satellite tracking systems, so dispatchers must also rely on solid computer skills, too.

Dispatch Assistant

Often used as a training ground for fully qualified dispatchers, the dispatch assistant supports the dispatch function. The work of a dispatch assistant can be as basic as entering customers' loads into the system and taking calls from customers, to filling in completely for the dispatcher during breaks and vacations. The assistant can also assist by playing a coordinating role between the fleet maintenance function and dispatch so that the dispatchers are always aware of what equipment is available to dispatch. Like the dispatcher, the dispatch assistant must possess solid communication, organization and computer skills.

Customer Service Representative

The Customer Service Representative or CSR is the link between the dispatch function and the carrier's customers who use the CSR as the first point of contact to book a load for delivery. Customers will also contact the CSR to report changes in the load description, weight or destination. The CSR must ensure that the dispatchers are well informed about all of the customers' requirements to minimize service delays and errors. In addition, the CSR is often the customers' first point of contact to report delayed, missing or damaged shipments. While some companies utilize claims personnel to investigate these situations, many companies rely on the CSR to manage the claims and to make a determination of how the claim should ultimately be dealt with.

Operations Manager

At the head of the operations function is the Operations Manager. This is typically a progressive position utilizing a combination of various types of experience. The operations manager must have a full understanding about the operational needs of the trucking company that he/she works for, as well as some basic business and analytical skills. The operations manager may have started at the company in a more junior position, and progressed to the position after receiving training in more business-specific areas. He/she is typically responsible for assessing the needs of new or existing customers, and making decisions about the types of equipment that is required to meet their needs. He/she will also "spec" and purchase new vehicles based on sales forecasts and customer requirements. The operations manager will also ensure that the company, equipment and drivers meet each state or province's legal laws, which can range from equipment design and identification to the corporate filing of operating authorities and proof of insurance. In many organizations, the operations manager has direct oversight over drivers, as well.

Fleet Supervisor

Some companies may be large enough to employ a fleet supervisor. However, in many cases, the responsibilities of a fleet supervisor may be shared between other employees. Fleet supervisors may be tasked with responsibilities involving the entire fleet of vehicles, including trucks, truck-tractors and trailers. An individual in this position may be responsible for all vehicle licenses, ensuring that all the equipment is licensed to travel where and when they are required. He/she may also be responsible for ensuring that all vehicles are equipped with the required accessories such as satellite equipment and load securement items, and safety devices such as flares and fire extinguishers. Again, since formal training is typically not available, people in this position benefit from previous experience and on-the-job learning.

Billing Administrator

The billing function is a critical activity to the overall success of the organization. Pricing for transportation services can be a very complex process with many variables to take into consideration such as weight and density of the load, type of equipment required, special handling considerations, delivery schedules and point of origin and destination. It is vitally important that billing is carried out in a timely and accurate manner to avoid payment delays and queries. Many successful people in the road transportation industry have started their careers as part-time billing administrators or clerks while in high school, college or university. Attention to detail, accuracy and computer skills is essential attributes for this position.

Licensing & Permitting

This function is unique to the trucking industry. There is a lot to learn and understand about licensing and permitting commercial vehicles. Since trucking companies and their vehicles seldom operate solely in one province, companies must ensure that trucks and tractor-trailer units must be appropriately licensed for each jurisdiction in which it travels. In addition, each province or state may impose additional requirements such as road or highway use taxes, which must be calculated and remitted, based on vehicle mileage records. When licensing vehicles, trucking companies need to know in advance where the vehicle will travel, and what the maximum weight it is expected to carry, since license fees are generally based on the vehicle's total weight. Since many trucking companies contract with owner-operators for driving services and equipment, the licensing and permitting function is also responsible for licensing and de-licensing these vehicles on an ongoing basis.

Since specific courses are typically not available for this type of work, training is usually provided on-the-job. This position provides a great opportunity for individuals to learn about responsibilities in both the administration and operations areas, and therefore, offers a great platform to launch a career in trucking.

8. Marketing

Again, like the sales component, the marketing function offers unique challenges in the trucking industry. Marketing a service is very different from marketing a product. People in the marketing function of a trucking company are faced with the complex challenge of differentiating the services of his or her trucking company from that of the competitors. People in the marketing function have to be innovative, creative, and fully understand the range of services being offered by the company, as well as what additional services can be introduced to strengthen the company's market position.

9. Human Resources

While the Human Resources or HR function is one of those functions that is utilized by virtually all industries, again, trucking offers it own set of unique challenges. The HR function includes virtually anything that involves human capital - from ensuring compliance with the appropriate labour, health & safety, and highway safety laws, to creating an appealing place to work. The HR function is responsible for the hiring function which includes recruiting, screening and interviewing, hiring and orientating new hires. It is also responsible for developing and enforcing personnel related policies and procedures. Some HR functions that are specific to the trucking industry include contracting with owner-operator drivers, developing and implementing performance-based incentive programs and training programs, as well as administering the company's drug and alcohol testing program for drivers (if it has one). While many of the responsibilities are associated with the driving function, a full one-quarter to one-third of positions in a trucking company are non-driving.