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Dispatcher Interview Questions

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Whether you are preparing to interview a candidate or applying for a job, review our list of top Dispatcher interview questions and answers.

  1. How do you stay organised as a dispatcher? See answer
  2. What process do you use for recording call details and following up? See answer
  3. What experience do you have with dispatching software? See answer
  4. What do you imagine a typical day to include as a dispatcher for our company? See answer
  5. How has your academic training prepared you for a dispatcher position? See answer
  6. How have you improved efficiency as a dispatcher in your previous positions? See answer
  7. Describe a time your supervisor was absent, and you had to make a tough decision. See answer
  8. How do you prioritise your tasks as a dispatcher? See answer
  9. How do you handle stress as a dispatcher? See answer
  10. Describe a time you had to deal with an upset customer as a dispatcher. See answer
  11. Describe a time you made a scheduling mistake. See answer
  12. How do you assess the urgency of a call? See answer
  13. Describe a time you had to handle a caller who was difficult to understand. See answer
  14. How do you relay special freight handling requests to drivers? See answer
  15. What qualities make you stand out from other dispatcher candidates? See answer
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Hire your next Dispatcher today.

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Hire your next Dispatcher today.

Post a job
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Dispatcher Interview Questions and Answers

How do you stay organised as a dispatcher?

A successful dispatcher must handle multiple tasks effectively. The goal of the question is to evaluate the candidate's ability to stay organised when dealing with several duties throughout their day. What to look for in an answer:

  • organisational skills to keep track of projects and tasks
  • Time management skills to predict how long it takes to accomplish tasks
  • Ability to prioritise tasks consistently

Example:

"To stay organised as a dispatcher, I write everything down in my notebook. I keep track of all calls, follow-ups I need to do, and other tasks in a running to-do list. I review it at the beginning of every day and change it as required to keep on track."

What process do you use for recording call details and following up?

A dispatcher needs to keep detailed records of customer calls. The goal of the question is to determine the candidate's process for record-keeping. What to look for in an answer:

  • organisational skills to create and maintain customer files
  • Attention to detail and ability to record important details with accuracy
  • Communication skills to gather crucial information from callers

Example:

"The process I use for keeping detailed records depends on the company's protocol. I've used a notebook to write notes as I'm speaking with a caller. I've also used specific software to type in details as I'm on the phone. I'm comfortable following either process, but prefer using technology for improved efficiency."

What experience do you have with dispatching software?

A dispatcher must have solid computer literacy skills and be familiar with dispatching software. The question's goal is to evaluate the candidate's experience with computers and software used in their position. What to look for in an answer:

  • Experience with specific software, or one similar to the programme your company uses
  • Solid foundational computer literacy skills
  • Interest in learning new software

Example:

"In my previous positions as a dispatcher, I've used several programmes. For example, I've used Axon, which many other oilfield companies use as well. I could complete customer billing, track mileage, and monitor my drivers all from one platform. I'm also proficient with the entyre Microsoft Office Suite."

What do you imagine a typical day to include as a dispatcher for our company?

A successful candidate must understand the full scope of responsibilities for the position. The question's goal is to determine the candidate's awareness of what duties a dispatcher completes in a day. What to look for in an answer:

  • Critical thinking to analyse what an average day might be like as a dispatcher
  • Research about the company and preparation for the interview
  • Communication skills to describe their thoughts clearly

Example:

"I imagine a dispatcher's day with your company to be hectic and non-stop. I expect to be on the phone for most of the day, taking calls from customers and speaking to the drivers. Handling late deliveries and communicating with brokers would also be part of a normal day."

How has your academic training prepared you for a dispatcher position?

Depending on your company, you may require a dispatcher to have specific academic training. The goal of the question is to evaluate the candidate's educational experience and how they can apply their skills to the position. What to look for in an answer:

  • Meets company-specific educational requirements, if necessary
  • Ability to adapt knowledge to the benefit of real-life situations
  • Communication skills to discuss industry terms from their dispatch position

Example:

"Completing my bachelor's degree in business administration provided me with many useful skills. I also studied French until the end of high school, so I am fluent and understand paperwork for deliveries to Quebec. I understand importation provincial regulations, which helps me in my daily tasks as a dispatcher."

How have you improved efficiency as a dispatcher in your previous positions?

A successful dispatcher must be efficient in their role. The goal of the question is to evaluate the candidate's ability to assess their productivity and make improvements for the company and customers' benefit. What to look for in an answer:

  • Critical thinking and analytical skills to assess areas of improvement
  • Problem-solving skills to develop and implement systems for efficiency
  • Interpersonal skills to work with a team to roll out new procedures

Example:

"In my last position, I was spending too much time trying to track down my drivers and shipments. I researched how the company could implement GPS tracking on the trucks and presented it to my manager. They were excited by my suggestion and the amount of money it would save them over time."

Describe a time your supervisor was absent, and you had to make a tough decision.

A dispatcher needs to have good decision-making skills and must be able to work independently. The goal of the question is to evaluate the candidate's ability to judge a situation and make the best decision at the time. What to look for in an answer:

  • Communication skills to ask questions and gather all possible information
  • Critical thinking and analytical skills to assess obstacles
  • Problem-solving ability to develop the best solution

Example:

"I had a driver at the border who hadn't received the necessary paperwork to import his shipment, and the delivery was critical. Our regular broker was unavailable, so I had to find another broker to complete the paperwork. The second broker was more expensive than our regular contact, but the late penalty fines were significant. The decision ended up saving the company money and ensuring the shipment was delivered on time."

How do you prioritise your tasks as a dispatcher?

A dispatcher has multiple tasks they need to handle effectively. The goal of the question is to evaluate the candidate's ability to prioritise their tasks and maintain quality within deadlines. What to look for in an answer:

  • Ability to work independently and manage their day
  • organisational and time management skills to remain productive
  • Understanding and discernment of what tasks take priority during a day

Example:

"As a dispatcher, time is often the decision-maker. I typically prioritise my day based on deadlines and the time to complete certain tasks like paperwork. I like to use a whiteboard with magnets so I can visualise all orders and remain organised."

How do you handle stress as a dispatcher?

A dispatcher may experience stress handling multiple callers and emergencies throughout their day. The goal of the question is to evaluate the candidate's ability to deal with workplace stress productively. What to look for in an answer:

  • Awareness of stress triggers in the workplace
  • Ability to manage workplace stress productively
  • Ability to create a healthy work-life balance

Example:

"As a dispatcher, stress is part of the job. When it becomes too much, I'll take a quick break and walk around for five minutes to clear my head. If I can't leave, I use humour to relieve the tension and refocus. I always ensure I remain calm when speaking with callers and ask for help from other dispatchers if I need it. I also offer help to my colleagues when I can see they're feeling stressed."

Describe a time you had to deal with an upset customer as a dispatcher.

An excellent dispatcher must be able to handle challenging or upset customers on the phone. The goal of the question is to evaluate the candidate's ability to solve customer complaints effectively. What to look for in an answer:

  • Communication skills to discuss customer concerns
  • Customer service skills
  • Critical thinking and problem-solving skills to develop solutions

Example:

"One customer called upset that the truck had not arrived on time, and they were facing penalties for late delivery. I listened to their concerns and remained calm and patient. I asked questions to get the full picture. Then I..."

Describe a time you made a scheduling mistake.

A dispatcher needs to manage multiple schedules and drivers effectively. The goal of the question is to evaluate the candidate's approach and accountability when handling an error. What to look for in an answer:

  • Ability to take accountability for mistakes made in their work
  • Critical thinking and problem-solving skills to develop a solution
  • Time management and organisational skills to manage schedules proficiently

Example:

"When I first started as a dispatcher, I didn't have extensive knowledge about the city. So, I ended up sending a driver to two locations at opposite ends of the city. As a result, I had an upset driver and wasted considerable resources. I learned several things from this experience, such as..."

How do you assess the urgency of a call?

A dispatcher needs to assess the situation's urgency and take action. This is especially true of those working as emergency service dispatchers but is relevant in every industry. The goal of the question is to evaluate the candidate's process for determining each call's importance. What to look for in an answer:

  • Critical thinking and analytical skills to assess the situation
  • Ability to remain calm and focused in an urgent circumstance
  • Communication skills to gather all vital information

Example:

"Dealing with tow-truck dispatch, I evaluated the urgency based on the caller's problem. Certain situations had top priority for safety reasons. For example, a driver stranded on a high-traffic road would take priority over someone who'd locked their keys inside the car."

Describe a time you had to handle a caller who was difficult to understand.

A dispatcher spends most of their day on the phone speaking with callers. The question's goal is to evaluate the candidate's ability to handle a caller who isn't clear or has trouble communicating. What to look for in an answer:

  • Ability to remain calm and patient when dealing with unclear callers
  • Ability to be flexible in communication approaches
  • Multi-lingual

Example:

"I had a caller who was difficult to understand because of a language barrier. I stayed patient and explained I was having a tough time understanding but wanted to help. I asked a series of yes or no questions that clarified what they were calling about."

How do you relay special freight handling requests to drivers?

A dispatcher needs to communicate special requests to the company's drivers effectively. The goal of the question is to determine the candidate's process for relaying essential instructions. What to look for in an answer:

  • Communication skills to gather and relay special requests effectively
  • Interpersonal skills to work with other team members
  • organisational skills to manage special requests

Example:

"I write any important instructions directly onto the driver's waybill and highlight it. If I give it to them in person, I will also mention it, so they know to read the notes. If I find out after they've left, I contact them by phone or text and ask for confirmation that they've seen the request."

What qualities make you stand out from other dispatcher candidates?

This question gives the candidate an opportunity to highlight their particular skills and abilities for the position. What to look for in an answer:

  • Confidence in their strengths and key qualities, like communication and organisational skills
  • A positive and enthusiastic attitude about the company and position
  • Unique point of difference

Example:

"One unique quality that makes me stand out from other candidates is my six years of experience handling large fleets, managing cross-border shipping, and logistics. I also earned a high customer satisfaction rate while working for my previous employer."

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