About

• 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

• Schedule 1 - Monday, Tuesday, Wednesday 8pm-8am; Thursday, Friday, Saturday Off; Sunday 8pm-8am
• Schedule 2 - Monday Off; Tuesday 8pm-8am; Wednesday Off; Thursday, Friday, Saturday 8pm-8am; Sunday Off

• 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 portals
• Confirm pick-up and delivery times; actively monitor arrivals, departures, and transit status
• Proactively communicate with carriers, drivers, dispatchers, and customers to ensure timely updates and clear expectations
• Maintain accurate documentation in internal systems with detailed, professional notes (what is the update, who gave you the update, and what is ETA to what’s next)
• Respond to customer inquiries by phone, email, and internal channels with a polished and helpful tone
• Escalate service delays, freight discrepancies, or load issues promptly to the proper contacts
• Retrieve and forward documents (PODs, BOLs, rate confirmations) to appropriate teams
• Collaborate with teams including sales, operations, and accounting to ensure smooth load execution
• Support after-hours or weekend operations as needed to maintain coverage and load integrity
• Ensure compliance with all company procedures and transportation regulations
• Contribute to continuous improvement by monitoring KPIs and participating in team discussions
• Other duties as assigned

Skills and Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1–3 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 accuracy
• Excellent verbal and written communication skills
• Strong time management, multitasking, and problem-solving skills
• Knowledge 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 environment
• Self-starter with a strong sense of accountability, urgency, and teamwork

Performance Expectations

• Maintain up-to-date shipment dashboards with minimal data gaps
• Respond to customer and internal messages within set timeframes
• Attend all scheduled team meetings and actively contribute to group goals
• Follow escalation protocols for service issues or delivery failures
• Complete assigned tasks within deadline parameters

Tools & Systems Used

• Transportation Management System (McLeod)
• Email (Outlook)
• Microsoft Office
• Carrier 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 systems

Working Conditions

• This role will be on site at Patterson Companies HQ 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 adaptable
• Punctual and respectful in communication
• Team-oriented but capable of working independently
• Patient and solutions-focused
• Demonstrates strong ethics and accountability
• Ability to work independently
• Doesn’t hesitate to ask questions and seek understanding
• Demonstrates sense of urgency