Bilingual Driver Operations Analyst – Logistics Support

Grupo Modelo S.A. de C.V.; Aguascalientes; Presencial; MXN 320.000 - 440.000; Jornada completa

Descripción de la vacante

Grupo Modelo S.A. de C.V. is seeking a 100% bilingual Driver Operations Analyst to support U.S.-based drivers via phone, email, and case management platforms.

The role focuses on resolving deliveries and route issues, with a requirement for strong English communication and problem-solving skills. The ideal candidate has at least 1 year in customer service or logistics operations, a Bachelor's degree, and experience with case management tools.

Formación

• Bachelor's Degree required, preferably in Business Administration, Supply Chain, Logistics, Transportation, Operations, Industrial Engineering, or related field.
• Advanced English level (B2–C1) – Mandatory.
• 1 year of experience in customer service, logistics, transportation, operations, dispatch, shared services, or business operations.
• Experience managing requests through phone, email, or case management platforms is preferred.
• Experience supporting transportation or logistics operations is a plus.

Responsabilidades

• Provide bilingual operational support to U.S.-based drivers through phone, email, and case management platforms.
• Resolve requests related to deliveries, routes, accounts, and transportation processes.
• Serve as the first point of contact for drivers requiring operational assistance.
• Investigate operational issues, identify root causes, and provide timely solutions.
• Coordinate with internal teams such as Logistics, Distribution, Customer Service, Transportation, and Technology.
• Escalate complex operational issues when necessary and ensure timely follow-up.
• Maintain accurate case documentation and activity records in business systems.
• Meet service-level, quality, productivity, and customer-experience objectives.
• Identify recurring operational issues and recommend process improvement opportunities.
• Support business continuity by helping drivers complete deliveries efficiently.

Conocimientos

English proficiency

Educación

Bachelor's Degree

Herramientas

Excel

Outlook

Case management platforms

Descripción del empleo

Grupo Modelo S.A. de C.V. is seeking a 100% bilingual Driver Operations Analyst to support U.S.-based drivers via phone, email, and case management platforms.

The role focuses on resolving deliveries and route issues, with a requirement for strong English communication and problem-solving skills. The ideal candidate has at least 1 year in customer service or logistics operations, a Bachelor's degree, and experience with case management tools.