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DISPATCH &
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 any of the job categories below for more
information on each role.
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 usually 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. They 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.
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 strong computer skills.
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.
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.
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.
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.
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. They will also 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.
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