Transportation - Customer Service Specialist at Patterson Companies

Plant City, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Data Entry, Scheduling, Shipment Tracking, Issue Resolution, Cross-Functional Collaboration, Data Management, Communication, Problem-Solving, Attention To Detail, Team-Oriented, TMS Platforms, CRM, Microsoft Office Suite, Logistics, Transportation

Industry

Medical Equipment Manufacturing

Description

Description Location: Patterson Companies Headquarters, onsite Reports To: Pod Leader or Senior Leadership Position Summary The Customer Service Specialist at Patterson Companies plays a critical role in ensuring operational excellence by serving as the first line of communication between customers, carriers, and internal teams. This role is responsible for data entry, scheduling, assisting with getting loads ready to invoice, providing proactive updates, resolving issues, and ensuring exceptional service across all transportation and logistics activities. The Specialist will manage customer inquiries, track shipments, resolve service issues, and coordinate closely with operations, carrier sales, and account management to ensure customers receive timely and accurate communication. Key Responsibilities Customer Communication & Support Serve as the primary point of contact for customer shipment updates, service inquiries, and problem resolution. Provide proactive load status updates, delay notifications, and service recovery communication. Build strong relationships by always ensuring customer satisfaction and professional interactions. Shipment Tracking & Issue Resolution Monitor load progress through the TMS, carrier portals, and direct communication with drivers/carriers. Identify service disruptions (delays, OS&D, accessorials) and escalate or resolve issues promptly. Document all service exceptions, resolutions, and communication in the TMS. Cross-Functional Collaboration Partner with carrier sales to ensure timely capacity coverage and load handoffs. Work with account managers to align service performance with customer expectations. Support risk and claims teams by gathering documentation related to OS&D or service failures. Data & Performance Management Maintain accurate shipment data in Patterson’s TMS and CRM systems. Track and report on KPIs such as On-Time Pickup (OTP), On-Time Delivery (OTD), and customer response times. Contribute to continuous improvement initiatives to streamline processes and improve customer satisfaction. Qualifications 2–4 years of customer service experience, preferably in transportation, logistics, or supply chain. Strong communication skills, both written and verbal, with an emphasis on professionalism under pressure. Proficiency with TMS platforms experience with McLeod preferred), CRM, and Microsoft Office Suite. Ability to multitask and prioritize effectively in a fast-paced environment. Problem-solving mindset with strong attention to detail. Team-oriented with a collaborative approach to cross-departmental work. Key Performance Indicators (KPIs) Customer response time (goal: within 15 minutes during business hours). On-Time Pickup/Delivery communication accuracy. Customer satisfaction scores (CSAT/NPS). Service issue resolution rate. Accuracy of shipment data entry and documentation. Why Join Patterson Companies? Patterson Companies offers the opportunity to be part of a fast-growing logistics team committed to operational excellence, strong customer relationships, and career development. As a Customer Service Specialist, you will play a direct role in shaping customer experiences and driving Patterson’s reputation as a trusted logistics partner.

Responsibilities

The Specialist acts as the primary contact for customers regarding shipment updates, service inquiries, and problem resolution, while also monitoring load progress and documenting service exceptions in the TMS. This role involves cross-functional partnership with carrier sales and account managers to ensure capacity coverage and alignment with customer expectations.