Customer Support Specialist II - 4x4 Second Shift (Mexico Business Solutions - Transportation M[...]

Uber Freight; Monterrey; Presencial; MXN 551,000 - 736,000; Jornada completa

Descripción de la vacante

A leading logistics technology firm based in Monterrey seeks a full-time team member to support shipment data entry and customer interactions. The role requires advanced English skills and 2 years of customer interaction experience or a relevant bachelor's degree. Candidates should be prepared to work on-site, with flexible hours including weekends and holidays.

Formación

• 2 years of experience with customer interaction, or a bachelor's degree with one year of experience.
• Ability to solve problems quickly and effectively.

Responsabilidades

• Resolve carrier and customer escalations efficiently.
• Communicate updates to carriers/customers promptly.
• Adapt to evolving team dynamics.

Conocimientos

Advanced English, verbal and written

Customer interaction

Educación

Bachelor's degree or equivalent experience

Descripción del empleo

Schedule: Full-time

Job Type: On-site

Salary Type: Salary

Req #: 1838

About The Role: This position in our Monterrey Center of Excellence supports shipment data entry, scheduling, tracking, and/or over, short & damage processes for operations in the US and Canada.

People in this role work an alternate schedule. They work afternoon (second shift) shifts that last ten hours for four days and then take four rest days (4x4). This means that they rotate weekend work with other team members. When your days to work fall on Mon-Fri, the hours will be 14:00-24:00. When the days fall on Sat-Sun, the hours will be 10:00-20:00.

This role requires working on Mexican holidays and taking US holidays as days off. We will cover this during the interview process.

In this role, you’ll be a part of a working group of 10-20 people. Your group will collaborate with many other groups, on- and off-site, to provide excellent service to our carriers and customers. You will interact with and receive coaching from leaders in multiple parts of the organization.

People in this role are our front line to solving carrier and customer problems.

We are looking for people with a Call First mentality. If you are prepared to talk to people to resolve issues effectively and efficiently, talk to us!

What The Candidate Will Do

• Solve Problems: Quickly review available information, determine what additional information may be needed, and make a decision about how to resolve
• Call First: Make calls to facilities and carriers to resolve escalations quickly
• Exercise empathy and understanding: Understand carrier and customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders
• Communicate: Provide carriers/customers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the issues quickly
• Prioritize: Make decisions about which issues to resolve next based on level of urgency
• Evolve: Adapt with and to a team that continuously changes
• Share ideas and feedback: Offer solutions to improve carrier, facility, and customer experience with our systems and processes

Basic Qualifications

• Advanced English, verbal and written
• 2 years of experience with customer interaction – or – bachelor’s degree and one year of experience with customer interaction

Uber Freight is a market-leading enterprise technology company powering intelligent logistics. With a suite of end-to-end logistics applications, managed services and an expansive carrier network, Uber Freight advances supply chains and moves the world’s goods.

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.