Logistics Calls
What to capture when a freight delivery appointment slips
Structure calls about late trucks, missed dock windows, and appointment changes without making commitments the dispatcher cannot keep.
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Anchor the call to one load
Ask for the load, purchase-order, or bill-of-lading reference; facility name; dock appointment; carrier; driver callback number; and trailer number when available. Repeat the appointment time with its time zone. Similar facility names and reused appointment numbers deserve an extra check.
Describe the exception
Record the current location, estimated arrival supplied by the driver, reason given for the delay, and whether the facility has already been contacted. Label a missed window, detention question, rejected load, and reschedule request separately. Do not calculate charges or accept liability.
Know which calls leave the routine queue
Use the dispatch escalation path for accidents, cargo damage, temperature excursions, security concerns, or a driver who cannot safely continue. Never ask a driver to use a phone while driving. If the line drops, keep the partial note and mark what still needs confirmation.
End with ownership
Read back the load reference, facility, scheduled time, stated arrival, and callback number. Name the dispatcher or exception queue that owns the next action. Do not promise a new dock time until the facility or authorized scheduler confirms it.