Customer Service Representative - After-Hours / Weekends

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<p>Description</p><p>  </p><p><strong>Department:</strong> Logistics & Transportation<br> <strong>Location:</strong> Patterson Companies HQ Office</p><p><strong>Training/Initial Schedule:</strong> 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. </p><p> <strong>Schedule:</strong> This position requires nights and weekends<br> <strong>Reports To:</strong> Operations Leadership</p><p><strong>Additional Support:</strong> </p><p>· Rotating an On-Call Person (on-call schedule will be shared)</p><p>· List of Account SMEs (will be shared) to help with Account-specific questions</p><p>  </p><p><strong>Position Summary:</strong></p><p>The <strong>Customer Service Representative / Tracking Specialist</strong> 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.</p><p>  </p><p><strong>Key Responsibilities:</strong></p><ul><li>Track and trace shipments in real time using the TMS (McLeod) and partner portals</li><li>Confirm pick-up and delivery times; actively monitor arrivals, departures, and transit status</li><li>Proactively communicate with carriers, drivers, dispatchers, and customers to ensure timely updates and clear expectations</li><li>Maintain accurate documentation in internal systems with detailed, professional notes</li><li>Respond to customer inquiries by phone, email, and internal channels with a polished and helpful tone</li><li>Escalate service delays, freight discrepancies, or load issues promptly to the proper contacts</li><li>Retrieve and forward documents (PODs, BOLs, rate confirmations) to appropriate teams</li><li>Collaborate across teams including sales, operations, and accounting to ensure smooth load execution</li><li>Support after-hours or weekend operations as needed to maintain coverage and load integrity</li><li>Ensure compliance with all company procedures and transportation regulations</li><li>Contribute to continuous improvement by monitoring KPIs and participating in team discussions</li><li>Other duties as assigned</li></ul><p>  </p><p><strong>Performance Expectations:</strong></p><ul><li>Maintain up-to-date shipment dashboards with minimal data gaps</li><li>Respond to customer and internal messages within set timeframes</li><li>Attend all scheduled team meetings and actively contribute to group goals</li><li>Follow escalation protocols for service issues or delivery failures</li><li>Complete assigned tasks within deadline parameters</li></ul><p>  </p><p><strong>Tools & Systems Used:</strong></p><ul><li>Transportation Management System (McLeod)</li><li>Email (Outlook)</li><li>Microsoft Office</li><li>Carrier tracking platform – Trucker Tools (and others directed by Customers)</li><li>Internal chat and video platforms (MS Teams, Zoom)</li><li>Other third-party sites as directed by Customers/Leadership (Highway, Carrier 411, etc.) </li><li>Document storage and file-sharing systems</li></ul><p>  </p><p><strong>Working Conditions:</strong></p><p>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.</p><p>  </p><p><strong>Attributes for Success:</strong></p><ul><li>Honest, reliable, and adaptable</li><li>Punctual and respectful in communication</li><li>Team-oriented but capable of working independently</li><li>Patient and solutions-focused</li><li>Demonstrates strong ethics and accountability</li></ul><p><br></p><p><br></p><p>Requirements</p><p>  </p><p><strong>Skills and Qualifications:</strong></p><ul><li>High school diploma or equivalent required; associate or bachelor's degree preferred</li><li>1–3 years of experience in logistics, freight brokerage, dispatch, or customer service (3PL experience a plus)</li><li>Strong computer skills including Microsoft Office (Excel, Outlook), TMS platforms, and messaging tools (e.g., MS Teams, Slack)</li><li>Proficient in documenting load details, writing professional emails, and updating systems with accuracy</li><li>Excellent verbal and written communication skills</li><li>Strong time management, multitasking, and problem-solving skills</li><li>Knowledge of U.S. geography and transportation modes (dry van, reefer, LTL, TL, etc.)</li><li>Ability to remain calm under pressure and prioritize tasks in a busy logistics environment</li><li>Self-starter with a strong sense of accountability, urgency, and teamwork</li></ul>

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