Entrenched in the constant flow of freight logistics, dispatchers emerge as unsung heroes, bearing the responsibility of orchestrating the seamless movement of goods within the trucking industry. While many of us enjoy the daily view perched high above most of the interstate traffic with sunshine and scenery passing by with every mile, dispatchers remain largely unseen and rarely appreciated by the freight industry.
Busily connecting drivers, clients, and the complex web of logistics, understanding a dispatcher’s daily life is often beyond the scope of most people. I had a recent discussion with Abe Redecop, from Crossroads Express, an LTL carrier based in Aylmer, Ontario (serving Tennessee, Kentucky, Indiana, Missouri, Texas, and Ontario), about his role as a dispatcher and the demands of his daily life. It was clear that his role goes far beyond simply doling out loads during office hours.
Abe started working in dispatch 13 years ago, but he wasn’t new to trucks. He started working around big rigs at the age of 14, washing them on weekends. From there, he progressed to the warehouse to load and unload freight for the highway drivers, then to customs before finding himself in dispatch. Along the way, Abe also secured his CDL and ran occasional loads and switches as needed. He understands the industry from multiple levels.
The Trucker’s Network (TNN): How would you describe the dispatcher’s role in the overall trucking world?
Abe: I think it’s a unique role that likely varies from company to company. I would consider us on the smaller end of companies, so we often do a little bit of everything. We quote, do sales, schedule loads, schedule drivers, handle customs issues and delivery issues, help drivers with any day-to-day issues they face, track loads, and keep customers updated on delays or issues.
Those are some of the day-to-day tasks. Obviously, keeping customers happy and coming back is a very important aspect of the job. That comes by being able to provide a great service at a competitive price. Another big thing is trying to keep drivers happy, motivated, and appreciated for the hard work they do. As a dispatcher, if you can balance those things two things, it will make life easier.
TTN: How would you describe dispatch to someone who isn’t familiar with trucking?
Abe: It’s a job that requires you to wear multiple hats throughout the day and requires a lot of time dealing with people. It’s constant conversation and communication with customers, drivers, and everyone involved along the way.
TTN: What is a dispatcher’s biggest challenge today?
Abe: Trying to keep drivers on a regular schedule has been a challenge lately. This is easier to do when freight is booming, but with the down market the last while, it’s been a challenge. Seems the customers’ schedules and drivers’ schedules are always off by a day, but those are the gaps we fill and keep drivers and freight moving to keep everyone happy and satisfied.
TTN: Recognizing that freight demands are changing, what do you need most from drivers?
Abe: I think my biggest need from drivers would be the same as their biggest need from a dispatcher would be communication, honesty, understanding, commitment, flexibility, and a willingness to work. It has to be a team effort in order for all of us to succeed.
TTN: There are a lot of people and moving parts to coordinate loads and keep freight moving. What’s your biggest irritation as a dispatcher?
Abe: Usually, my biggest irritations come from mistakes I have made myself. Change is constant in trucking, and I have learned to accept that for the most part. Bad weather will happen, breakdowns will happen, and drivers will get sick. Any of those things can throw off a perfectly planned load, and I can accept that, albeit often with frustration. What really irritates me is if I miss a crucial piece of information or a step that leaves a driver stranded or leaves a customer disappointed.
TTN: Sounds like you’re really focused on smooth operations and keeping drivers happy out there on the roads. What’s one change you would make to the world of trucking logistics?
Abe: Oh boy! No LTL delivery appointments! I think trucking is constantly changing, and we just try to adapt the best we can.
TTN: I know truck drivers are on the roads 24/7, and sometimes they need to connect with a dispatcher during unusual hours. You mentioned that Crossroads Express is a smaller company, so I need to ask, are you ever really “off work”?
Abe: I am always available to my drivers. 24/7 – 365.
TTN: How have technology changes impacted your role?
Abe: We are still quite old school and do not run a dispatch program but are doing research on a few different options. It’s tough to find a program that checks off every box for an LTL carrier, but we are at the point where we need to integrate a dispatch program.
Electronic logs and satellite tracking on our trucks make life easier. Always knowing where trucks are and being able to quickly give directions when needed is great. Obviously cell phones for communication and scanning documents are effective. Technology is a big part of the future of trucking, but I think trucking is still a people business.
TTN: I agree. Too many places seem to have forgotten that it’s always about people. Knowing that, what’s the biggest asset or skill a dispatcher needs?
Abe: Being able to connect and work with people. Multi-tasking is also a major part of the job. We often deal with multiple issues that are completely unrelated at the same time, and often all need your full attention. Drivers shift between 18 gears in trucks, and as a dispatcher, you have to be able to do the same, just in a different aspect of the job.
TTN: Let’s end with this, What’s your greatest joy as a dispatcher?
Abe: I love when a great plan comes together and goes off without a hitch. Being able to exceed a customer’s expectations with a load is always rewarding. And having a driver call or text me and tell me he had a great week is the cherry on top.
Thanks to Abe Redecop (Dispatch Coordinator) and Crossroads Express for this look at a day in the life of a dispatcher.
