Give an example of how you resolved a discrepancy or complaint regarding freight dispatch.

Sample answer to the question

In my previous role as a Freight Dispatcher, I encountered a discrepancy regarding a shipment that was scheduled for delivery to a customer. The customer called in to complain that the shipment had not arrived on time, even though the tracking information showed that it was delivered. To resolve the issue, I immediately contacted the driver who made the delivery and asked for their input. After a detailed discussion, it became apparent that the driver had mistakenly marked the wrong delivery location on the system. I apologized to the customer for the confusion and assured them that we would rectify the situation. I quickly contacted the driver and arranged for them to return to the correct location and deliver the shipment. I also offered the customer a discount on their next shipment as a gesture of goodwill. By taking immediate action and effectively communicating with both the driver and the customer, I was able to resolve the discrepancy and ensure that the customer received their shipment in a timely manner.

A more solid answer

Why this is a more solid answer:

The solid answer provides more specific details and comprehensively addresses the evaluation areas and job requirements. It includes additional information on how the discrepancy was investigated, the steps taken to resolve the issue, and the measures implemented to prevent similar incidents in the future. However, it could still benefit from further elaboration and more emphasis on the candidate's problem-solving skills and ability to make quick decisions.

An exceptional answer

In my previous role as a Freight Dispatcher, I encountered a discrepancy regarding a shipment scheduled for delivery to a customer. The customer called in to complain that the shipment had not arrived on time, although the tracking information showed that it was delivered. To investigate the issue, I immediately pulled up the GPS tracking records, delivery documentation, and communication logs related to the shipment. After analyzing the data, I noticed that the driver had indeed delivered the shipment, but the delivery location on the system did not match the actual destination. Recognizing the urgency of the situation, I promptly reached out to the driver to gather additional details and determine the cause of the discrepancy. During the conversation, it became apparent that due to a technical glitch in the system, the driver had inadvertently selected the wrong location when confirming the delivery. To resolve the issue, I immediately apologized to the customer, explaining the situation and assuring them that I would rectify it promptly. Firstly, I contacted the driver and arranged for them to return to the correct location and deliver the shipment. Secondly, I communicated the updated delivery time to the customer and offered them a discount as a gesture of goodwill. Thirdly, I conducted a thorough review of our dispatch process, identifying the root cause of the discrepancy and implementing additional quality checks to prevent similar incidents in the future. I also took the opportunity to share the lessons learned with the team during our weekly meeting, emphasizing the importance of attention to detail and double-checking delivery information. By swiftly investigating the discrepancy, effectively communicating with the driver and the customer, and implementing preventive measures, I successfully resolved the issue and maintained a high level of customer satisfaction.

Why this is an exceptional answer:

The exceptional answer goes into even more specific detail and showcases the candidate's exceptional problem-solving skills and attention to detail. It emphasizes the candidate's ability to analyze data, identify the root cause of the discrepancy, and implement preventive measures to avoid similar incidents in the future. The answer also highlights the candidate's proactive approach in sharing the lessons learned with the team to improve overall performance. However, the answer could still be further improved by providing more examples of the candidate's strong communication and interpersonal skills in resolving the discrepancy.

How to prepare for this question

Familiarize yourself with logistics and inventory management software commonly used in the transportation industry. Understand how to navigate and utilize such software to track shipments and identify any discrepancies.
Review transportation regulations and legal requirements to ensure compliance and be prepared to explain how you handle situations where regulations are violated or in the event of any non-compliance.
Practice your problem-solving skills by thinking of past experiences where you had to resolve complaints or discrepancies. Be prepared to provide specific examples and showcase your ability to think quickly and make decisions under pressure.
Brush up on your communication and interpersonal skills. Be ready to discuss how you effectively communicate with drivers and customers to address any issues or complaints that may arise during transit.
Demonstrate your attention to detail by discussing how you review and double-check delivery information to ensure accuracy and prevent errors.

What interviewers are evaluating

Communication
Problem-solving
Attention to detail
Customer service