Customer Support Specialist II- After Hours New Monterrey, NL 64640, Mexico

Uber Freight; Monterrey; On-site; MXN 300,000 - 420,000; Full time

Job summary

Uber Freight is looking for a Customer Support Specialist II- After Hours in Monterrey to ensure timely planning, execution, tracking, and documentation of transportation operations. You will communicate proactively with customers, carriers, and internal teams to resolve issues and maintain service levels.

The role requires English proficiency and a Bachelor's degree, with at least one year in logistics or customer service, and an ability to manage multiple priorities in a fast-paced environment

Qualifications

• Advanced written and conversational English with strong communication skills.
• Knowledge of customer service principles and stakeholder management.
• Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

• Monitor shipments and track-and-trace to ensure visibility and on-time performance.
• Maintain load status and shipment milestones in the TMS.
• Plan orders and ensure scheduling within required timelines.
• Review and resolve system exceptions and discrepancies.
• Coordinate with carriers for updates, docs, and proof of delivery.
• Monitor customs status and cross-border shipment activities.
• Follow up on invoices and document collection.
• Participate in review meetings and customer calls.
• Analyze shipment trends and identify operational risks.
• Escalate service failures and capacity concerns as needed.
• Prepare operational reports and KPI updates.
• Support pilots and peak-season planning initiatives.

Skills

English proficiency

Customer service

Stakeholder management

Fast-paced environment

Education

Bachelor's Degree

Tools

TMS

Job description

Customer Support Specialist II- After Hours

Monterrey, NL 64640, Mexico

Schedule: Full Time

Job Type: On-site

Salary Type: Salaried

About the Role

Support daily transportation operations by ensuring accurate planning, shipment execution, tracking, and documentation management. Provide proactive communication and status updates to customers, carriers, facilities, and internal stakeholders. Monitor shipment performance from pickup through final delivery, identifying and resolving operational issues to maintain service levels. Maintain transportation systems and operational tools with accurate and timely information. Support carrier performance management through visibility tracking, KPI monitoring, and issue resolution. Prioritize operational activities to meet customer requirements and business objectives. Collaborate with internal teams to identify process improvement opportunities and enhance operational efficiency. Support contingency management and escalation resolution to minimize service disruptions.

What the Candidate Will Do

• Monitor shipments and perform daily track-and-trace activities to ensure shipment visibility and on-time performance.
• Maintain accurate load status and shipment milestones within the TMS.
• Perform planning activities and ensure all orders are scheduled within required timelines.
• Review and resolve system exceptions, error corrections, and operational discrepancies.
• Coordinate with carriers to obtain shipment updates, documentation, and proof of delivery.
• Monitor customs status and cross-border shipment activities.
• Manage invoice follow-up and document collection processes.
• Participate in operational review meetings, customer calls, and performance discussions.
• Analyze shipment trends and identify operational risks that could impact service levels.
• Escalate service failures, capacity concerns, and operational issues to leadership when required.
• Prepare and distribute operational reports, shipment visibility updates, and KPI metrics.
• Support implementation activities, pilot programs, and peak season operational planning initiatives.

Basic Qualifications

• Bachelor's Degree.
• Minimum 1 year of professional experience in operations, customer service, transportation, supply chain, logistics, or related fields.
• Advanced written and conversational English, with strong verbal and written communication skills .
• Knowledge of customer service principles, stakeholder management, and previous experience managing customer requests or operational processes .
• Ability to work effectively in a fast-paced environment, manage multiple priorities simultaneously, and demonstrate a strong sense of urgency .

Preferred Qualifications

• Previous experience managing customer requests, operational processes, or stakeholder communications.
• Working knowledge of Transportation Management Systems (TMS).
• Understanding of transportation and logistics operations, including shipment lifecycle management.
• Knowledge of cross-border transportation processes between Mexico and the United States.
• Understanding of carrier management, shipment visibility, and transportation performance metrics.
• Strong analytical, problem-solving, and organizational skills, with the ability to interpret operational data and performance metrics .

Work Schedule

Evening Shift (in accordance with Mexican Labor Law):

• Monday: 5:00 PM – 1:00 AM
• Tuesday: 5:00 PM – 1:00 AM
• Thursday: 5:00 PM – 1:00 AM
• Friday: Off
• Saturday: 7:00 AM – 5:00 PM
• Sunday: Off

About Uber Freight

Uber Freight helps companies move goods more reliably and efficiently. We bring together the technology, people, and transportation capacity they need, using real‑time data from millions of shipments to guide smarter decisions. That helps customers spot issues early, avoid costly surprises, and deliver on time. Uber Freight works with 1 in 3 Fortune 500 shippers across North America and manages over $17B in freight. Learn more at www.uberfreight.com .

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Uber Freight’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.