Call Center Representative

Description: Key responsibilities Shift Schedule: Monday - Friday 8:00a - 5:00p or 5:00p - 5:00a Wednesday - Friday Load planning and assignment Assign loads to drivers based on location, equipment, hours of service, and delivery windows Build efficient routes that cut empty miles, fuel cost, and tolls Book and confirm pickup and delivery appointments with shippers and receivers Driver communication and support Act as each driver's first point of contact throughout the shift Track trucks via ELD/GPS and confirm check-calls, arrivals, and departures Reroute drivers around delays, weather, road closures, and breakdowns Coordinate roadside assistance, repairs, and recovery with Maintenance Customer service Give customers and brokers accurate ETAs and proactive delay notices Resolve service failures, detention, and accessorial issues quickly and professionally Compliance and safety Plan loads within FMCSA hours-of-service limits; never pressure drivers to exceed them Flag drivers, equipment, or loads with compliance, safety, or documentation gaps Report accidents and incidents to Safety per company procedure Records and reporting Keep load status, notes, and documents current in the TMS Collect BOLs and PODs to support same-day billing Hand off open issues clearly at shift change Requirements: Qualifications Required High school diploma or GED 1+ year of dispatch, logistics, or transportation operations experience Working knowledge of FMCSA hours-of-service rules and ELD requirements Strong geography and map-reading skills across [service region] Preferred 2+ years dispatching for an asset-based truckload or LTL carrier Associate's or bachelor's degree in logistics, supply chain, or business Experience with [equipment type, e.g. dry van, reefer, flatbed] Former CDL holder or driver experience Bilingual English/Spanish Skills and tools Problem-solving under pressure: makes sound calls fast when loads, drivers, or schedules change Communication: clear, calm, and respectful with drivers, customers, and coworkers by phone, text, and email Multitasking: manages [15–30] trucks at once without losing track of details Accuracy: keeps records clean and complete for billing, payroll, and audits Technology: TMS ([e.g. McLeod, TMW, Samsara]), ELD/telematics, load boards (DAT, Truckstop), Microsoft 365

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