Customer Service Representative at Patterson Companies

Plant City, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Logistics, Communication, Problem Solving, Time Management, Multitasking, Attention to Detail, Documentation, Team Collaboration, TMS Platforms, Microsoft Office, Geography Knowledge, Adaptability, Reliability, Ethics, Accountability

Industry

Medical Equipment Manufacturing

Description

Description Department: Logistics & Transportation Location: Patterson 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 will report into the Patterson Headquarters office Monday – Friday during standard business hours. Reports To: Operations Leadership Additional Support: · Direct Supervisor · Team Leads · 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 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 across 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 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 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 Requirements 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

Responsibilities

The Customer Service Representative / Tracking Specialist is responsible for tracking and tracing shipments, ensuring timely communication with carriers and customers, and maintaining accurate documentation. This role is critical for the success of Patterson Companies’ transportation network, requiring strong organizational and communication skills.