A dispatcher is someone who coordinates and directs people, vehicles, or resources for timely service, often in high-pressure situations like emergency services, logistics, or transportation.

They gather information or data, interpret it, assign personnel and manage schedules. They basically act as the link between the public or customers and the field staff, ensuring efficient operations.

a dispatcher in logistics

In logistics, a dispatcher is the person who turns “we have an order” into “this specific rider/driver is moving now, on this route, with this plan.”

They receive and pass shipping information, assign jobs, track progress, solve problems mid-movement, and keep everyone aligned until delivery is complete.

If riders and drivers (field staff) are the legs of a delivery company, dispatchers are the brain and the voice.


Dispatcher vs Dispatch vs Dispatch Rider

For more clarity:

Dispatch is the act of releasing an order and assigning it for delivery.

Dispatcher is the operations person coordinating who takes what, when, and how.

Dispatch rider is the field person executing the pickup and drop-off.


What A Dispatcher Does In Logistics

1. Receive and confirm the shipment

Before a dispatcher assigns anything, they confirm the delivery information:
  • Pickup and drop-off addresses (and whether they are usable)
  • Contact numbers
  • Time window (urgent vs flexible)
  • Item type (food vs electronics vs documents)
  • Special constraints (COD collection, fragile handling, gate pass, park pickup, etc.)

This step sounds basic until you’ve dealt with “Opposite the big mast” as an address at 4pm in Lagos traffic.
 
Infact, we wouldn't show this, but this is one of our dispatchers completely rejecting an address for an order:
 
our dispatcher clearly stating they can't work with an address (alimosho in Lagos)



2. Assign the right rider/driver

This is the core of the job. A good dispatcher doesn’t just pick “anyone free.”

They match the job to the right person using rules like:
  • Proximity + distance (closest available rider usually wins)
  • Area knowledge (some riders know certain zones better and move faster)
  • COD trust (you don’t assign cash collection to someone with questionable history)
  • Vehicle type (bike vs car vs van; size/route matters)
  • Job-fit history (food orders need careful handling; someone known for rough riding shouldn’t carry meals)
  • Current workload (free vs overloaded; who can realistically finish fast)


3. Plan the movement (Route Planning)

Even if you don’t have fancy routing software, dispatchers still plans the route:
  • What route makes sense right now?
  • Is traffic heavy in that corridor?
  • Is there a faster alternative route?
  • Can this job be combined with another job on the same path?


4. Track progress and keep communication

Dispatchers are basically the “control room.”

They:
  • Check in with riders
  • Update customers when needed
  • Escalate delays early (before the customer starts dragging your brand)


5. Handle exceptions

Normal deliveries are easy. Dispatchers are judged by how they handle chaos and problem-solve on the job:
  • No proper address
  • Customer not reachable
  • Pickup delays
  • Difficult riders (attitude, refusals, late updates)
  • Difficult customers (pressure, insults, unrealistic timing)
  • Item not ready at pickup
  • Cash issues for COD
This is where calmness + fast decisions matter more than “knowing logistics theory.”


6. Keep records

Dispatchers must keep a clear trail:
  • Who got assigned
  • When pickup happened
  • When drop-off happened
  • What went wrong (if anything)
  • COD collection notes where applicable
Whether it’s in dispatch software or simple logs, spreadsheets, or WhatsApp records, it’s all about keeping clear records.


Practical Dispatcher Workflow

Here are practical steps a dispatcher can follow. This is from Peng Logistics' operations, so you can handle the dispatch process without overthinking it.

Now before getting started:
  • Check rider availability list (who is active, who is offline, who is already on a job)
  • Open your core tools: Maps, communication lines, and your delivery management dashboard

When the order comes in, that's when your job starts fully. Here's what to do step-by-step:
  1. Confirm customer's addresses and phone numbers.
  2. Identify job type: normal / urgent / fragile / large, etc.
  3. Filter riders or drivers by closest + free
  4. Apply constraints: COD trust, vehicle type, handling history
  5. Assign the rider or driver and send clear instructions

Tools we use:
  • Google Maps for distance and traffic data
  • Calls and WhatsApp for fast coordination and communication
  • Dora (a delivery management software) for delivery operations and assignment workflow. If you're outside Nigeria, Shipday is great also; we used it earlier in our operations.
  • AI for data analysis and route planning (supporting decisions, not replacing humans)


Skills That Makes A Dispatcher Outstanding

If you just got into dispatch or are applying for the role of a dispatcher, you need these skills:
  • Fast prioritization: what must move now vs what can wait 20 minutes.
  • Clear communication: short, direct instructions to riders. Calm updates to customers.
  • Street sense + geo knowledge: knowing your city or local region and which routes are always choked and at what times.
  • People management: handling difficult riders and customers without losing control.
  • Record keeping: because if you can’t prove what happened, you’ll keep repeating problems.


KPIs To Measure Dispatcher Performance

  1. Time-to-assign: order received → rider assigned.  At Peng, our internal target is 10 minutes from order receipt to rider assignment.
  2. Pickup SLA hit rate: % of pickups done within promised window
  3. Delivery SLA hit rate: % delivered within promised window
  4. Reassignment rate: how often dispatch changes rider mid-job (high = weak matching)
  5. Exception rate: how many jobs face address issues / park delays / unreachable customers
  6. Complaint rate tied to dispatch: late updates, wrong rider behavior, poor coordination
If dispatchers or logistics providers track just these 6, the operation becomes easier to manage.


Common Dispatcher Mistakes and How To Handle Them

Mistake 1: Assigning purely based on “closest”
Fix: closest + job fit (handling history, COD trust, vehicle type).

Mistake 2: Waiting too long before escalating a delay
Fix: if ETA is slipping, update early and replan early.

Mistake 3: Not forcing address clarity
Fix: make “address confirmation” a rule, especially for first-time customers.

Mistake 4: Fighting customers/riders emotionally
Fix: stay factual. Dispatch is not a debate club.


Final Notes

If you want to become a dispatcher (or you just got the role), improve your skills by picking 10 common locations in your city and learning the main routes and choke points; nothing beats local knowledge and expertise.

In 2026, Start using Artificial Intelligence (AI), not to replace your judgment but to master efficiency for the purpose of the future.

Practice “job matching” by writing out your assignment logic. And build message templates for riders and customers (pickup confirmed, delay update, address clarification).

The dispatcher is one of the most valuable persons in logistics. Dispatching is more than movement. It’s assignment quality, communication timing, and how fast issues are handled.