EXECUTIVE DISPATCHER
Hunter Express Ltd.
POSITION SUMMARY
The Executive Dispatcher is responsible for the real-time execution, tracking, and communication of all shipments and drivers assigned to their board. This position plays a critical role in ensuring Hunter Express provides safe, efficient, compliant, and on-time transportation service to its customers.
The Executive Dispatcher is responsible for monitoring drivers throughout their trips, confirming pickup and shipment information, maintaining accurate and timely updates within the company Transportation Management System (TMW), and proactively identifying and resolving issues that may impact service.
This role requires close coordination with the Operations Planning Team, drivers, customers, customs brokers, maintenance providers, and other Hunter Express departments. Dispatch and Planning operate as one team, and both functions are expected to work together to protect customer service, equipment utilization, driver productivity, and operational efficiency.
The Executive Dispatcher must be proactive rather than reactive. When a potential service failure, breakdown, customs issue, driver shortage, or other operational disruption is identified, the expectation is to immediately evaluate available solutions, communicate the issue appropriately, and work toward minimizing or eliminating the impact.
KEY RESPONSIBILITIESDriver Tracking & Shipment Execution
- Track and trace all drivers and shipments assigned to your board throughout your shift, with a minimum of three documented checks per day, or more frequently when required by the customer, lane, or operational circumstances.
- Monitor all pickups, deliveries, appointments, and transit requirements to ensure shipments remain on schedule.
- Immediately identify any potential late pickup, late delivery, or service failure and escalate the issue to the appropriate Supervisor or Manager.
- Communicate service delays to customers promptly and professionally after reviewing available options to recover or minimize the delay.
- Never simply report a problem. Whenever possible, provide or pursue a solution or recovery plan.
- Maintain regular communication with drivers throughout their shifts and provide clear instructions regarding schedules, routing, appointments, border requirements, and operational changes.
- Confirm drivers have received and accepted their load offers through Omnitracs.
- Ensure drivers properly update arrival, departure, and shipment information through Omnitracs and that the information is transmitted accurately into TMW.
- Review driver schedules and available hours to ensure drivers can legally and realistically complete assigned work.
- Immediately report driver call-offs, Hours-of-Service concerns, breakdowns, delays, or other circumstances that may jeopardize scheduled freight.
TMW / System Accuracy
- Maintain real-time and accurate shipment information in TMW at all times.
- Ensure all TMW Next Events are accurate and current.
- Arrive and depart drivers within TMW in real time.
- Verify and enter all required shipment information, including:
- Bill of Lading (BOL)
- Piece count
- Weight
- Seal number
- Pickup and delivery information
- Customs information
- Trailer and tractor information
- Driver information
- Appointment information
- Relevant operational notes
- Scan and attach all required paperwork and supporting documentation into TMW.
- Review driver paperwork for completeness and accuracy before closing or advancing shipments.
- Correct discrepancies immediately and escalate recurring system or process issues to management.
- Ensure information entered into TMW accurately reflects what is physically happening in the operation.
Customs & Cross-Border Compliance
- Review shipment paperwork to ensure all required customs information is complete and accurate before border crossing.
- Submit required customs documentation to the appropriate customs broker for pre-clearance.
- Utilize BorderConnect, FAST, and other applicable customs systems or portals as required.
- Monitor customs clearance status and immediately investigate any shipment that is not cleared within the expected timeframe.
- Work with drivers, customers, brokers, and internal operations personnel to resolve customs discrepancies before they result in border or delivery delays.
- Ensure drivers receive all required border and customs instructions prior to crossing.
Planning & Operational Support
- Work closely with the Operations Planning Team to ensure effective execution of the daily plan.
- Immediately communicate planning discrepancies, driver availability issues, equipment shortages, scheduling conflicts, or unrealistic transit expectations.
- Assist Planning with covering freight when a driver calls off, equipment becomes unavailable, a breakdown occurs, or another operational disruption impacts the original plan.
- Help identify available drivers, tractors, trailers, or alternative solutions when recovering freight.
- Understand that Dispatch and Planning are one operational unit and are expected to support each other to achieve the best overall result for Hunter Express and its customers.
- Participate in shift handoffs and ensure outstanding issues, hot loads, late shipments, customs problems, breakdowns, and other critical information are clearly communicated to the incoming team.
- Do not leave unresolved operational issues without communicating ownership and next steps to the appropriate person.
Trailer & Yard Management
- Maintain accurate trailer and yard inventory information.
- Update required trailer inventory spreadsheets and systems.
- Publish trailer inventory information to the appropriate Hunter Express Operations teams as required.
- Investigate and report discrepancies between physical trailer locations, GPS information, TMW, yard reports, and customer information.
- Assist Operations in maximizing trailer utilization and reducing unnecessary empty miles, trailer dwell, and equipment shortages.
- Immediately escalate missing, damaged, incorrectly located, or unavailable equipment that may impact customer service.
Breakdown & Service Recovery
- Respond immediately when a driver reports a tractor or trailer breakdown.
- Contact the appropriate repair provider or Hunter Express Maintenance personnel and coordinate service.
- Determine the operational impact of the breakdown and communicate it to Planning and Management.
- Work with the Operations Team to determine whether freight should remain with the original driver or be recovered using another driver, tractor, or trailer.
- Continue monitoring the situation until the breakdown or service issue has been resolved.
- Document relevant breakdown information and operational decisions within the appropriate company systems.
Customer Service
- Provide customers with accurate, timely, and professional shipment updates.
- Maintain proactive communication rather than waiting for customers to request shipment status.
- Immediately communicate circumstances that may impact pickup or delivery commitments.
- Provide realistic revised ETAs when delays occur.
- Never provide information to a customer that has not been reasonably verified.
- Protect Hunter Express's customer relationships by demonstrating urgency, professionalism, accountability, and solution-oriented communication.
Operational Excellence
- Continuously look for opportunities to improve operational efficiency, service performance, driver productivity, equipment utilization, and cost control.
- Identify recurring operational problems and bring them to the attention of Management.
- Work collaboratively with all Hunter Express departments.
- Prioritize tasks based on customer impact, urgency, safety, and operational importance.
- Maintain strong attention to detail while managing multiple drivers, shipments, customers, and operational issues simultaneously.
- Take ownership of assigned responsibilities and follow issues through to resolution.
- Support other dispatch boards and operational functions when workload or service requirements demand it.
- Perform other duties and special projects as assigned by Management.
PERFORMANCE EXPECTATIONS
The Executive Dispatcher will be expected to consistently demonstrate:
- Accurate and timely TMW updates
- Strong on-time pickup and delivery performance
- Proactive driver tracking and communication
- Fast escalation of potential service failures
- Effective service recovery and problem-solving
- Accurate customs and shipment documentation
- Strong communication with drivers, customers, Planning, and Management
- Effective shift handoffs
- Accurate trailer and equipment visibility
- Strong teamwork and accountability
- Professional customer service
- Ability to remain organized and effective in a fast-paced environment
- A continuous-improvement mindset
REQUIRED SKILLS & COMPETENCIES
- Strong communication and interpersonal skills
- Excellent organizational and multitasking abilities
- Strong problem-solving and decision-making skills
- Ability to work effectively in a fast-paced transportation environment
- Ability to prioritize multiple time-sensitive situations simultaneously
- Strong attention to detail
- Ability to work independently while remaining part of a larger Operations Team
- Strong computer and data-entry skills
- Working knowledge of transportation management systems
- Knowledge of TMW and Omnitracs considered a strong asset
- Knowledge of Canada/U.S. and Mexico/U.S. cross-border transportation and customs processes considered an asset
- Knowledge of FAST, BorderConnect, customs documentation, and Hours-of-Service requirements considered an asset
- Ability to communicate professionally with drivers, customers, customs brokers, vendors, and internal Management
- Willingness to learn and adapt as customer and operational requirements change
CORE EXPECTATION
At Hunter Express, dispatch is not simply responsible for tracking freight. The Executive Dispatcher is expected to take ownership of the freight from dispatch through successful delivery.
When an issue occurs, the responsibility is to identify it early, communicate it quickly, evaluate available solutions, and work with the Operations Team to minimize the impact.
Plan. Track. Communicate. Problem-Solve. Execute.
The objective is always the same: safe operations, accurate information, efficient execution, and exceptional customer service.
WORK LOCATION
Remote: No
This position is an on-site operational role unless otherwise authorized by Management.
Job Type: Full-time
Pay: $18.00-$26.00 per hour
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
Experience:
- dispatch: 1 year (preferred)
- dispatching: 1 year (preferred)
Work Location: In person
