Job Description

Position Summary: 

The After Hours Dispatcher serves as the primary point of contact for our clients, drivers, carriers, and customers during evening, overnight, and weekend hours. This role is responsible for monitoring active loads, resolving in-transit issues, communicating critical updates to stakeholders, and ensuring on-time delivery performance across our refrigerated freight network. You will be the calm, decisive voice that keeps operations on track when the day shift is off the clock.

This is a position requiring strong communication skills, sound judgment under pressure, and a thorough understanding of over-the-road trucking operations — particularly in temperature-controlled freight environments.

Key Responsibilities:

Load Monitoring & In-Transit Oversight
• Monitor all active refrigerated loads during assigned shift using the company TMS and tracking platforms
• Track driver locations, ETA updates, and temperature logs to ensure on-time, in-spec deliveries
• Proactively identify and escalate potential service failures, including delays, breakdowns, and temperature excursions
• Communicate load status updates to customers and internal stakeholders as needed throughout the shift

Driver Communication & Support
• Serve as the primary after-hours contact for drivers experiencing issues on the road
• Assist drivers with breakdown coordination, routing questions, appointment rescheduling, and emergencies
• Dispatch replacement drivers or coordinate backup capacity when service failures occur
• Maintain a calm, professional, and solution-oriented approach in all driver interactions

Problem Resolution & Emergency Response
• Triage and resolve in-transit issues including mechanical breakdowns, accidents, load rejections, and weather delays
• Coordinate with repair vendors, roadside assistance providers, and insurance contacts as needed
• Escalate critical incidents to on-call management according to company protocols
• Document all incidents, communications, and resolutions accurately in the TMS for day shift handoff

Customer & Carrier Communication
• Respond to after-hours customer inquiries regarding load status, delivery windows, and service issues
• Notify shippers and receivers of delays or appointment changes in a timely and professional manner
• Coordinate with after-hours carrier contacts to confirm coverage and resolve capacity gaps
• Maintain a professional and brand-consistent communication standard in all outbound calls and messages

Shift Handoff & Reporting
• Prepare a detailed end-of-shift report summarizing active loads, open issues, and any incidents for the incoming day team
• Ensure all TMS records, check calls, and driver logs are updated and accurate before shift end
• Flag any open items requiring day shift follow-up and brief the incoming dispatcher as needed

Required Qualifications
• 2+ years of experience in freight dispatch, transportation operations, or logistics coordination
• Familiarity with over-the-road (OTR) trucking operations and the demands of long-haul freight
• Proficiency with transportation management systems (TMS) and load tracking platforms
• Strong verbal and written communication skills — ability to stay calm and clear under pressure
• Proven ability to multitask, prioritize, and make quick decisions in a fast-moving environment
• Reliable high-speed internet, a quiet dedicated workspace, and availability for overnight/weekend shifts
• Comfortable working independently with minimal supervision during off-peak hours

Preferred Qualifications
• Experience specifically in refrigerated or temperature-controlled freight dispatch
• Familiarity with reefer equipment (Thermo King, Carrier units) and temperature compliance protocols
• Knowledge of FMCSA Hours of Service (HOS) regulations and ELD systems
• Experience with platforms such as McLeod, Samsara, KeepTruckin, or similar TMS/ELD tools
• Associate's or Bachelor's degree in Logistics, Supply Chain, Business, or a related field (or equivalent experience)