Call Center Representative

Job Description

Job Description

Description:

Shift schedule: Sunday - Tuesday 7:00a - 7:00p or Thursday - Saturday - 7:00a - 7:00p shifts available

The Fleet Dispatcher keeps Valor Fleet's trucks loaded, on schedule, and compliant by assigning loads, routing drivers, and resolving problems in real time. The role is the main link between drivers, customers, brokers, and the operations team.

• Department: Operations
• Reports to: Dispatch Manager / Operations Manager
• Employment type: Full-time, non-exempt
• Schedule: Sunday - Tuesday or Thursday - Saturday 7:00a - 7:00p shift schedule
• Location: Henry's Wrecker Service - Gaithersburg, MD

• Key responsibilities

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

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

• 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