Job Description
Job Description
Description :
Department : Logistics & Transportation
Location : Patterson Companies HQ Office
Training / Initial Schedule : During training, this position will start at Patterson working Monday – Friday 8 : 00am – 5 : 00pm until they demonstrate proficiency and comfortability with all Patterson systems.
Schedule : This position requires nights and weekends
Reports To : Operations Leadership
Additional Support :
- Rotating an On-Call Person (on-call schedule will be shared)
- List of Account SMEs (will be shared) to help with Account-specific questions
Position Summary :
The Customer Service Representative / Tracking Specialist plays a critical role in the daily success of Patterson Companies’ transportation network. This hybrid role blends customer service, tracking, and operational communication to ensure on-time delivery, load visibility, and issue resolution. The ideal candidate is organized, solution-oriented, and thrives in a fast-paced environment that demands urgency, accuracy, and empathy.
Key Responsibilities :
Track and trace shipments in real time using the TMS (McLeod) and partner portalsConfirm pick-up and delivery times; actively monitor arrivals, departures, and transit statusProactively communicate with carriers, drivers, dispatchers, and customers to ensure timely updates and clear expectationsMaintain accurate documentation in internal systems with detailed, professional notesRespond to customer inquiries by phone, email, and internal channels with a polished and helpful toneEscalate service delays, freight discrepancies, or load issues promptly to the proper contactsRetrieve and forward documents (PODs, BOLs, rate confirmations) to appropriate teamsCollaborate across teams including sales, operations, and accounting to ensure smooth load executionSupport after-hours or weekend operations as needed to maintain coverage and load integrityEnsure compliance with all company procedures and transportation regulationsContribute to continuous improvement by monitoring KPIs and participating in team discussionsOther duties as assignedPerformance Expectations :
Maintain up-to-date shipment dashboards with minimal data gapsRespond to customer and internal messages within set timeframesAttend all scheduled team meetings and actively contribute to group goalsFollow escalation protocols for service issues or delivery failuresComplete assigned tasks within deadline parametersTools & Systems Used :
Transportation Management System (McLeod)Email (Outlook)Microsoft OfficeCarrier tracking platform – Trucker Tools (and others directed by Customers)Internal chat and video platforms (MS Teams, Zoom)Other third-party sites as directed by Customers / Leadership (Highway, Carrier 411, etc.)Document storage and file-sharing systemsWorking Conditions :
This role is primarily remote and requires extended use of a computer and phone. It demands strong attention to detail and the ability to work in a fast-paced, high-volume environment. Confidentiality and professionalism are always expected due to the sensitive nature of client and carrier information.
Attributes for Success :
Honest, reliable, and adaptablePunctual and respectful in communicationTeam-oriented but capable of working independentlyPatient and solutions-focusedDemonstrates strong ethics and accountabilityRequirements :
Skills and Qualifications :
High school diploma or equivalent required; associate or bachelor's degree preferred1–3 years of experience in logistics, freight brokerage, dispatch, or customer service (3PL experience a plus)Strong computer skills including Microsoft Office (Excel, Outlook), TMS platforms, and messaging tools (e.g., MS Teams, Slack)Proficient in documenting load details, writing professional emails, and updating systems with accuracyExcellent verbal and written communication skillsStrong time management, multitasking, and problem-solving skillsKnowledge of U.S. geography and transportation modes (dry van, reefer, LTL, TL, etc.)Ability to remain calm under pressure and prioritize tasks in a busy logistics environmentSelf-starter with a strong sense of accountability, urgency, and teamwork