Customer Support Specialist II - Mon-Fri - Shared Services - Monterrey

Uber Freight; Monterrey; Presencial; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

Uber Freight in Monterrey seeks a Customer Support Specialist II to support our U.S. and Canada operations with accurate shipment data entry, scheduling, tracking, and resolving delivery exceptions.

You will work Monday through Friday from 14:00 to 23:00 in our Monterrey center, joining a team focused on quick issue resolution and clear communication with carriers and customers.

Formación

• Fluent English, verbal and written.
• Minimum 2 years in customer interactions, or a bachelor's degree with 1 year in customer interactions.

Responsabilidades

• Review available information, identify missing data, and decide on resolution steps.
• Call facilities and carriers to resolve escalations promptly.
• Demonstrate empathy and respect while handling carrier and customer issues.
• Provide carriers and customers with timely updates on escalations and resolutions.
• Prioritize issues based on urgency and impact.
• Resolve incidents using multiple processes and make best decisions for Uber Freight, carriers, and customers.
• Share ideas to improve carrier, facility, and customer experience with systems and processes.
• Escalate issues to the appropriate support when needed.
• Explain the solutions and decisions to help improve processes and systems.
• Generate ideas that lead to process improvements and better experience.

Conocimientos

Advanced English

Customer interaction

Educación

Bachelor’s degree + 1 year customer interaction

2 years customer interaction

Descripción del empleo

Customer Support Specialist II - Mon-Fri - Shared Services - Monterrey

Monterrey, NL 64640, Mexico

Job Type: Onsite

Salary Type: Salary

Req: # 2393

No immigration sponsorship or transfer available for this role.

About the Role

Join our Monterrey Center of Excellence and support our U.S. and Canada operations through accurate shipment data entry, appointment scheduling, tracking, and resolution of delivery exceptions. People in this role work an alternate schedule. The person in this role will work Monday through Friday from 14:00 to 23:00.

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
• Resolve incidents using multiple processes and use problem-solving skills to make the best decisions for Uber Freight, our carriers, and our customers
• Share ideas and feedback: Offer solutions to improve carrier, facility, and customer experience with our systems and processes
• Escalate issues for support when needed
• Explain the solutions and decisions you made so we can improve processes and systems
• Generate and share ideas that lead to process improvement (efficiency) and/or carrier and customer experience improvement

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

About Uber Freight

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. Today, the company manages over $20 billion of freight and one of the largest networks of carriers. It is backed by best-in-class investors and provides services for 1 in 3 Fortune 500 companies, including Del Monte Foods, Nestle, Anheuser-Busch InBev, and more. For more, visit 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.