The role of a dispatcher is key to the success of any transportation operation. A dispatcher monitors where trucks are located, truck runs, communicates with customers, optimizes routes, and solves real-time challenges. Evans’ asset-based transportation solution known as Alden Logistics is managed by James Whitehead. He provides an inside look into his role and the qualities of a successful transportation dispatcher.
With any role there are certain qualities that stand out when evaluating whether an employee is a good fit for that position. According to James, the qualities of a successful dispatcher include:
- Time management
- Strong communication skills
- Calm under pressure
- Problem-solving and critical thinking
- Attention to detail
- Multitasking
- Sense of urgency
- Technical proficiency
- Professionalism
Daily Challenges
“Dispatchers can face multiple challenges in a typical day including those with drivers, customers, and internal operations,” James says.
As a top 3PL in Metro Detroit for more than 90 years, additional complexity comes into the picture with an automotive-driven operation, like the one Evans Distribution Systems supports. “The automotive industry largely operates on a just-in-time (JIT) inventory system that coordinates the arrival of materials or supplies at a production facility at the very moment they are needed to save space and reduce costs.” The timing element to a JIT operation is critical and can present costly challenges with the very slightest delay.
James balances his role by balancing challenges with expectations. Driver call-offs or no-shows, delays, hours-of-service limitations, communication gaps, stress, and unbalanced workloads are at the top of his list.
Common customer challenges include last-minute changes, urgent expedited shipments, or missed delivery windows. James’ main goal is to mitigate customer challenges behind the scenes to ensure customers always receive a smooth and satisfactory experience.
“One of the benefits of working with Evans is to make sure that we follow through and deliver the best service no matter what the circumstance may be,” James says.
Finally, unforeseen challenges are always present and the most difficult to recover from. Internal challenges include supplier delays, inaccurate paperwork, loading delays, equipment shortages, trailer capacity issues, scheduling conflicts, unpredictable weather conditions, road infrastructure issues, and balancing capacity with demand.
“When you’re out on the road, a lot can happen. It’s imperative for our drivers and dispatch team to communicate and work through challenges in real-time and find a solution when unexpected issues arise,” James says.
James has found success overcoming challenges by setting the highest priorities for his team. “My priorities are centered around safety, communication, on-time performance, accountability, and teamwork. The dispatch team plays a critical role in keeping customers satisfied and operations running smoothly.”
Many JIT operations in the automotive industry require multi-shift, 24/7 shuttles to production facilities. Therefore, James always begins his workday by reviewing overnight updates regarding driver status, delivery schedules, open issues from the previous shift, new critical or time-sensitive loads, driver load assignments and route planning for the day.
Special attention is directed at drivers to ensure they stay compliant with hours-of-service, federal regulation that places limitations on how many hours a driver can drive and work in a day. Additionally, drivers are monitored for safety measures including truck inspections, driving violations, accidents, and following safety rules at the facilities.
Communication is Key
Throughout the day James is constantly communicating with all parties involved in the operation including:
- Drivers
- Customers
- Shipping and receiving departments
- Warehouse teams
- Plant personnel
- Management
Technology Increases Visibility
Tracking shipments is a critical part of a dispatcher’s job. James and his team utilize several tools to track shipments in real time geo-fencing via GPS systems, Transportation Management Software (TMS), driver updates via tablet, and customer communication via portal.
James takes a few key steps to wind down his day:
- Prepares turnover notes for the next shift
- Resolves open issues
- Reviews next-day schedules
- Communicates ongoing concerns with his team
It is safe to say that James Whitehead’s job is never boring. A day in the life of a Dispatch Manager requires critical thinking skills, precise attention to detail, and the ability to pivot quickly when problems arise. Thank you James for all you do for our dispatch team at Evans Distribution!