Job Summary
Matrix Transportation is seeking a detail-oriented and proactive Dispatcher to join our team. In this role, you will be responsible for coordinating trucking operations, ensuring timely pickups and deliveries, and maintaining strong communications with customers, drivers, and internal teams. The ideal candidate thrives in a fast-paced environment, excels at problem-solving during delays or breakdowns, and upholds high standards of professionalism to achieve on-time service.
Key Responsibilities
- Customer Communications: Build and maintain relationships with customer points of contact (POCs). Proactively notify customers of any delays via email, providing detailed ETAs, contingency plans, and Samsara tracking links. Respond promptly to inquiries and handle all interactions (email, phone, text) professionally to ensure customer satisfaction.
- Internal Communications: Provide comprehensive details on situations, tasks, or issues. Report driver absences or no-shows to HR with timestamps and contact attempts. Notify the Fleet Safety Manager of equipment damage and ensure drivers complete DVIRs for repairs.
- Delay Management (Driver & Truck): Handle driver delays due to personal matters, weather, construction, or accidents by obtaining ETAs, seeking recovery drivers, and updating customers. For truck delays (breakdowns, inspections), receive updates from the Fleet Safety Manager, inform customers immediately, and suggest alternate truck routes that comply with CMV regulations.
- Breakdown Handling: Ensure drivers contact mechanics during breakdowns. Coordinate with Fleet Safety Manager on repairs, towing, or vehicle swaps. For loaded trailers, alert warehouse teams for cross-docking and expedite yard moves.
- Scheduling Support: Confirm Saturday shuttle schedules with assigned drivers weekly, handle shift swaps, and notify Fleet Safety Manager of changes. Enforce attendance policies, issuing warnings for unexcused absences. (Note: On-call scheduling duties may also apply based on operational needs.)
- General Duties: Monitor operations for compliance, aim for on-time performance, and collaborate with mechanics, safety managers, and HR to resolve issues efficiently. Maintain professionalism in all communications, even in escalated situations.
Qualifications and Skills
- High school diploma or equivalent; associate's degree in logistics or related field preferred.
- 2+ years of experience in dispatching, transportation, or logistics.
- Strong communication skills with the ability to handle professional interactions under pressure.
- Proficiency in tracking software (e.g., Samsara or similar GPS systems).
- Knowledge of DOT regulations, CMV routing, and roadside inspection processes.
- Ability to work flexible morning hours, including potential on-call or weekend support.
Key Skills:
- Proactive problem-solving and multitasking in dynamic environments.
- Attention to detail for accurate ETAs, documentation, and updates.
- Ability to remain calm during emergencies or delays.
- Team-oriented with strong interpersonal skills for internal and external coordination.
