Customer Support Specialist III - Account Support Operations - Shared Services - Monterrey

Uber Freight; Monterrey; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

A logistics technology company in Monterrey seeks a professional to resolve customer and carrier issues. You will build and schedule loads while ensuring service quality. Ideal candidates possess excellent English communication skills and a proactive problem-solving mindset, with experience in logistics or freight brokerage. Strong collaboration with a team is crucial in enhancing the customer experience and managing escalations efficiently. Join a dynamic environment dedicated to delivering excellence in service.

Formación

• Proven experience in logistics, transportation, or freight brokerage.
• Ability to handle escalations and make outbound calls effectively.
• Strong decision-making based on urgency of issues.

Responsabilidades

• Build, schedule, and update loads in internal systems.
• Resolve escalations through effective communication.
• Collaborate with teammates and stakeholders.
• Exercise empathy and understanding: Treat customers with dignity and respect while resolving issues; maintain professional relationships.
• Prioritize: Decide which issues to resolve next based on urgency.
• Evolve: Adapt with a team that continuously changes.
• Share ideas and feedback: Propose solutions to improve customer experience with our systems and processes.
• Collaborate: Work with cross-functional teams to ensure strong execution across the load lifecycle.

Conocimientos

Excellent verbal and written communication in English

Problem-solving

Customer service

Descripción del empleo

About The Role

Individuals in this role are logistics experts and serve as the frontline for resolving customer and carrier issues, playing a critical role in maintaining service quality and customer satisfaction. We are looking for professionals who are proactive problem-solvers, comfortable working directly with both carriers and customers, and who demonstrate a strong “Call First” mentality. If you enjoy communicating with people, taking ownership of issues, and resolving challenges efficiently and effectively, we’d love to hear from you.

Schedule

Fulltime

Job Type

On-site

Salary Type

Salary

Req #

2163

What The Candidate Will Do

• Move Freight: Build, schedule, and update loads in our internal systems. Resolve escalations on live loads via Zendesk. Meet strict time and quality service level agreement metrics.
• Solve Problems: Quickly review available information, determine what additional information may be needed, and decide how to resolve.
• Call First: Make calls to resolve escalations quickly.
• Exercise empathy and understanding: Understand 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.
• 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 customer experience with our systems and processes. Work with account managers to continually seek new solutions for their customers.
• Collaborate: Goals are team-based. Help your teammates. Work collectively with all groups that work across the lifecycle of the load to ensure strong execution.

Basic Qualifications

• Excellent verbal and written communication in English.
• Previous experience in logistics, transportation, freight brokerage, or operational customer support, managing in-transit loads.
• “Call First” mindset, with confidence and willingness to make outbound calls to resolve escalations efficiently.

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.

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 histories, consistent with legal requirements.