Pros
1. Opportunity to solve problems in real time: coordinating drivers, brokers, and customers lets you make quick decisions that keep routes on track and reduce missed deliveries.
2. Strong influence on service quality: your role in handling claims, damages, and escalations directly improves customer satisfaction and protects the company’s reputation.
Cons
1. High pressure and constant interruptions: you are often dealing with multiple urgent issues at once (late routes, damages, angry customers), which can be mentally draining.
2. Responsibility without full control: you are accountable for outcomes that depend on others (drivers, brokers, warehouse teams), which can be frustrating when they don’t follow processes or communicate properly.