Logistics Back Office Support for Freight Operators
A load can go quiet at 2am and nobody in the office is awake to notice.
A tracking system answers the check call better and faster than a person ever did — that part is done. What's left is 2am at a closed dock, a driver's hours running out, and someone who has to start making calls. GH staffs people who pick up the phone and start deciding.
Sound familiar?
The friction we hear most.
A load goes dark and the customer calls before you do
A missed check call turns into a customer finding out about a delay from their own tracking link, hours before your team does.
Every receiving dock wants a different appointment window
Receiving hours, lead times and rescheduling rules change by facility, and one missed slot can push a delivery a full day.
The paperwork that unlocks payment is stuck in a cab
A driver who forgets to send the signed proof of delivery turns a completed load into an invoice nobody can submit.
Detention adds up while nobody files for it
Hours spent waiting at a dock are billable time, but only if someone captures the timestamps and files the claim before the window closes.
Who joins your team
Roles we staff.
Track & Trace Coordinator
Runs scheduled check calls and logs ETA updates against every active load, day or night, so a delay surfaces before a customer asks.
Carrier & Driver Ops Coordinator
Coordinates pickup and delivery windows with carriers and drivers, and works the phones the moment a load goes off plan.
Dock Scheduling Coordinator
Books and reschedules receiving-dock appointment slots against the rules each facility sets, so a load never shows up to a closed door.
Freight Documentation Specialist
Chases proof of delivery, files detention and accessorial claims, and reconciles freight bills against the rate confirmation.
Day to day
What they handle, every day.
- Run scheduled check calls and log ETA updates against every active load
- Coordinate pickup and delivery windows with carriers and drivers
- Book and reschedule receiving-dock appointment slots
- Chase down proof-of-delivery paperwork after every drop
- File detention and accessorial charge documentation with supporting timestamps
- Field after-hours exception calls when a load goes off plan
- Verify carrier insurance and compliance documents before dispatch
- Track driver hours-of-service windows against delivery commitments
- Reconcile freight bills against rate confirmations before submission
- Coordinate reroutes and carrier substitutions when a load is delayed
The handoff
Where AI stops. Where we start.
Automation is genuinely faster at the first, predictable touch — that part is not in question. What follows is the moment it runs out of road, and a trained person picks up with the context already in hand.
A receiver asks for an ETA update at 11pm
Where AI stops
A tracking system pulls the latest location ping and answers with an ETA before anyone dials a phone, and it does that better than a dispatcher woken up for a routine question ever could. It cannot tell that the truck has actually stopped moving and nobody is coming to the door.
What our team does
Reaches the driver directly, works out whether it is traffic or trouble, and gets a real answer to the receiver before the delay becomes a missed window.
A load misses its scheduled check-call window
Where AI stops
An automated system flags the miss the moment it happens and tries the driver by text before a person has to. It cannot find a truck that has gone quiet, and at 2am outside a closed dock with the driver's hours running out, someone has to.
What our team does
Works the phones until the truck is located, then rebuilds the delivery plan around whatever actually caused the delay.
A driver texts a photo of a delivered pallet at a dock
Where AI stops
An automated system logs the photo as proof of delivery against the load number the second it arrives, which is faster than any paperwork clerk. It cannot notice that the signature line is still blank and the load cannot be billed without it.
What our team does
Chases the driver for the missing signature before the load sits unbilled, and gets the file closed out the same day.
A receiving dock cancels an appointment window an hour before pickup
Where AI stops
An automated system notifies the carrier and offers the next open slot the moment the cancellation posts. It cannot negotiate when none of those slots fit the hours the driver has left to run.
What our team does
Calls the dock directly, argues for a window that actually works, and keeps the load moving instead of parked against a clock.
Outcomes
What changes.
Check-call and track-trace coverage
Check-call logged after a missed appointment
Loads left without a status update overnight
What this could save you
Put a number on it.
The outcomes above are what changes operationally. Here's what a role like this is worth in dollars at Logistics & freight operators.
What this could save you on Logistics & freight operators
Move the numbers to match the role you're costing. The totals below update as you type — no email needed.
US cost, all-in
$67,947/yr
GH cost, all-in
$20,800/yr
Annual saving
$47,147
69.4% lower than staying in-house
Full itemised breakdown
See the six line items that make up the US-side total — payroll tax, benefits, paid leave, equipment, and recruiting — for the numbers above.
No sales call. We'll just send the same breakdown to your inbox.
Every assumption this rests on
These are conservative public US averages — employer payroll tax, benefits load, paid leave, and the rest — not GH Business Solutions' own measured figures. They're disclosed here in full so you can check the arithmetic yourself rather than take our word for it.
| Assumption | Value |
|---|---|
| Employer payroll tax | 9.15% |
| Benefits load | 25% |
| Paid leave | 20 days |
| Workstation and software | $1,500 |
| Cost per hire | $4,000 |
| Annual turnover | 30% |
| GH rate | $10.00 per billable hour (our range is $9-$10 — we cost the top of it here) |
Ready to talk specifics?
Tell us what's piling up. We'll tell you exactly what we would take off your desk.
Getting started
Two weeks, start to finish.
Week one
We map your workflow
A dedicated team lead learns your systems, protocols and escalation rules before anyone takes a live call or opens a live ticket.
Week two
Supervised live coverage
Your new team works real calls and real tasks alongside your staff, with a safety net until every handoff is clean.
Full handover
Coverage runs on its own
By the end of week two the team runs independently, with reporting you can review each morning rather than a queue you have to check.
Compliance & data handling
Built to be trusted with what matters.
- Shipper and customer PII handled under access controls you define
- Payment and billing data never captured or handled by the team directly
- Carrier compliance documentation, including insurance and licensing, verified against your standards
- Platform and load-board policy compliance wherever you operate
Related services
Common questions
Before you ask.
Will carriers and drivers know they have reached someone outside our office?
Drivers and carriers deal with the same team every time, and that consistency matters more to them than where the team physically sits. It answers as your operation and works your protocols on every call.
How do you handle shipper and customer data?
Shipper and customer PII is handled under access controls you define, and the team works inside your systems rather than a separate copy of your data. Payment and billing information is never captured or handled by the team directly.
A tracking system already answers the check call. What's left for your team when a load goes quiet?
The part a tracking system cannot do: reaching a driver who has gone quiet, deciding what to do when a dock is closed and hours are running out, and rebuilding a delivery plan on the fly. The team picks up with the last known status and every attempted contact already logged, and anything involving a missed delivery or a damaged load goes to a person by default.
Can the team work inside the systems our brokers and carriers already use?
Yes. The team works inside whatever load boards, dispatch tools and customer portals you already run, using logins you issue and access you control. Nothing is migrated and no new software gets installed on your side.
What size fleet or brokerage does this make sense for?
Small brokerages running a handful of lanes through to larger fleets moving freight around the clock. A small operation typically starts with overnight check calls covered first; larger operations run a dedicated team split across track-trace, scheduling and documentation.
How quickly can overnight coverage start?
Two weeks is typical. The first week maps your lanes, carriers, escalation rules and the systems you already run; the second runs live coverage supervised alongside your own dispatchers before full handover.
Also in commerce & operations
We staff the same half of the work here.
Ready to see this running in your business?
Tell us what's piling up right now. We will tell you exactly what we would take off your desk.
Talk to us