Transportation - Customer Service Specialist

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Description

Transportation - Customer Service Specialist

Plant City, FL

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.