Customer Support Specialist II - Carrier Detention Escalations

Uber Freight; Monterrey; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A logistics company in Monterrey is seeking candidates for a role focused on carrier detention processing. The position requires a Bachelor's degree and 1 year of customer interaction experience. Ideal candidates must possess excellent English skills and strong analytical abilities. Responsibilities include resolving detention escalations and providing customer service. This is an on-site position.

Formación

• Minimum 1 year of work experience with customer interaction.
• Excellent English language skills – verbal and written.

Responsabilidades

• Generate and share ideas for process efficiency.
• Resolve detention escalations and educate carriers.
• Provide top-tier customer service and process requests.

Conocimientos

Customer interaction

English language skills

Analytical ability

Written communication skills

Educación

Bachelor Degree

Descripción del empleo

Work Model: On site

Req #: 1827

Job Details

This role in our Monterrey Center of Excellence supports detention processing for carriers that move loads for our brokerage.

What You Will Do

• Generate and share ideas that lead to process efficiency and/or carrier experience
• Perform time-sensitive, front-line, carrier-facing work by resolving detention escalations
  • Be the subject matter expert: educate carriers on system and detention policy
  • Provide carriers with top-tier customer service and respond to requests within 24 business hours
  • Process carrier detention requests that are automatically escalated by a script or from the business process outsourcing (BPO) team (approximately 8 solves per person per hour)
  • Use and compare a variety of time sources to determine the likelihood that a carrier qualifies for detention (e.g., GPS data, lumper receipts, POD times, queries w/geofence data, customer TMS)
  • Process appeals in cases where detention is initially denied and the carrier requests further review
  • Enforce the Uber Freight carrier detention policy – This team has the final say when it comes to carrier detention requests.

Basic Qualifications

• Bachelor Degree
• Minimum 1 year of work experience with customer interaction
• Excellent English language skills – verbal and written

Preferred Qualifications

• Strong written communication skills
• Experience adapting to frequent changes in processes
• Strong analytical ability

About Uber Freight

Uber Freight is a logistics platform and partner with a mission to reimagine the way goods move to help communities thrive. Backed by innovative technology and a dedicated team of domain experts, we provide logistics solutions that give shippers of all sizes greater reliability, flexibility, and transparency so they can take control of their freight.

Aviso de Privacidad para Candidatos

EEOC

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard 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 history, in accordance with legal requirements.