Driver Support Specialist

What does a Driver Support Specialist do?

What does a Driver Support Specialist do?

A Driver Support Specialist serves as the real-time link between drivers, dispatchers, and clients. They handle live communication, routing assistance, and issue resolution to ensure deliveries run smoothly and on schedule. Whether managing time-sensitive updates, coordinating emergency responses, or providing documentation support, they use sound judgment and problem-solving skills that can’t be automated. By ensuring drivers stay informed and supported throughout each trip, Driver Support Specialists play a crucial role in maintaining delivery reliability, driver satisfaction, and client trust.

Tier 1

.

 1 to 2
years of
experience

Tier 2

.

 3 to 5
years of
experience

Tier 3

.

 > 5
years of
experience

ABOUT THE ROLE

Roles and Responsibilities

  • Serve as the primary contact for drivers, providing real-time assistance and operational guidance throughout each trip.
  • Monitor driver routes, delivery progress, and compliance with safety and service standards.
  • Communicate route updates, traffic alerts, and schedule changes clearly and promptly.
  • Log and document on-road incidents, delays, or customer concerns with accuracy and discretion.
  • Collaborate with dispatch and logistics teams to ensure seamless communication between drivers and clients. 
  • Uphold professionalism, empathy, and attention to detail in every interaction to maintain driver satisfaction and operational efficiency.

Day-to-Day Duties

  • Provide real-time assistance to drivers regarding routes, delays, or on-road issues.
  • Monitor trip progress using GPS and telematics platforms to ensure delivery accuracy.
  • Communicate updates on traffic conditions, weather, and delivery status to drivers and dispatch teams.
  • Log trip details, incident reports, and driver feedback accurately for review.
  • Support compliance by reminding drivers of safety protocols and service expectations.
  • Coordinate with operations and customer service teams to address delivery exceptions or escalations.

SKILLS AND TOOLS

Soft Skills


• Strong communication and interpersonal abilities
• Empathy and patience under pressure
• Attention to detail and situational awareness
• Problem-solving and quick decision-making
• Time management and multitasking
•Reliability and teamwork

Hard Skills


• Knowledge of transportation routes and delivery protocols
• Familiarity with GPS tracking and dispatch systems
• Basic understanding of DOT and safety compliance standards
• Incident reporting and documentation accuracy
• Route monitoring and trip verification
•Customer service coordination and escalation handling

Tools

Samsara, Geotab, or Verizon Connect 85%
TMW Systems or McLeod Software 75%
Fleetio or Motive (KeepTruckin) 80%

Education

Common Educational Backgrounds and Careers for this Role:

  • Logistics and Supply Chain Management
  • Transportation Management
  • Business Administration
  • Operations Management
  • Industrial Technology 
  • Fleet Management 
  • Associate’s Degree
  • Bachelor’s Degree

CANDIDATES TESTS

Tests & Evaluations for Candidates

Shipment Coordination & Scheduling

Assesses ability to interpret logistics data, optimize delivery schedules, and coordinate shipment timelines using analytics and forecasting tools.

8/10

Strong organizational and decision-making skills ensure candidates can manage multiple shipments, prioritize schedules, and maintain delivery precision under time constraints.

Communication & Problem-Solving Simulation

Evaluates communication clarity, analytical reasoning, and responsiveness when resolving shipment discrepancies, data gaps, or performance issues.

8/10

Effective communication and responsiveness demonstrate the candidate’s ability to collaborate across teams, resolve delivery issues, and keep stakeholders informed.

Documentation & Reporting Accuracy

Measures precision in maintaining clean datasets, generating dashboards, and creating analytical reports that support supply chain decision-making.

8/10

High attention to detail ensures candidates can maintain complete shipment records, track performance metrics, and support audit-ready documentation.