Truck Dispatch Workflow

Every experienced dispatcher runs some version of the same seven-step workflow. This guide covers each step, the decisions that matter, and the specific mistakes that cost fleets the most money. It is written for new dispatchers but doubles as an audit checklist for anyone running an existing desk.

Step 1 — Load intake

Get the full load details in writing before committing a driver: pickup and delivery numbers, appointment times, commodity, weight, dimensions, special equipment (straps, tarps, chains), reference numbers, and detention/layover policy. Missing information at intake causes 80% of downstream problems.

Step 2 — Driver assignment

Match the load to a driver based on HOS, home time, equipment, and lane familiarity — not just proximity. A driver 200 miles further out with 11 clean hours beats a closer driver with 4 hours and a 34-hour reset looming.

Step 3 — Rate confirmation

Send a rate con to the broker and get a signed rate con back before dispatching the driver. Rate cons that arrive after pickup are a common source of billing disputes. Verify accessorial rates (detention, TONU, layover) are documented.

Step 4 — Dispatch to driver

Push the full load packet to the driver: rate con, directions to pickup and delivery, contact numbers, and any special instructions (dock hours, PPE requirements, escort policy). Confirm receipt.

Step 5 — Check calls and tracking

Set an expectation with the driver: check calls or automated location pings at pickup, in-transit at agreed intervals, at delivery, and at any exception. Most modern fleets use automated GPS pings and reserve voice calls for exceptions only.

Step 6 — Delivery and POD

Confirm delivery, capture the signed POD, and forward it to accounting the same day. Late PODs delay invoicing and factoring.

Step 7 — Settlement and lessons learned

Close the load in your TMS with actual miles, actual accessorials, and driver notes. Review weekly what went wrong and adjust the next intake conversation.

Frequently asked

How many loads can one dispatcher handle?

A well-tooled dispatcher runs 15–25 trucks. Beyond that, response quality degrades. Software that automates check calls and POD capture increases this ceiling.

What is the most common new-dispatcher mistake?

Committing a driver before receiving a signed rate con. When the broker changes the rate or terms later, the driver is already committed and the dispatcher eats the difference.