Second Shift Mexico Coverage Specialist

Arrive Logistics; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Monthly grocery vouchers

Medical insurance (including dental &/

Casual dress code

Office engagement events

Free coffee

Referral program

Descripción de la vacante

Arrive Logistics in Guadalajara is seeking an MX Afterhours Carrier Representative to support cross-border carrier activities. You will be the first contact for the carrier representative and their carriers, handling calls, WhatsApp updates, and tracking tools to ensure timely pickups and accurate updates.

Join a growing team in a casual, collaborative environment with opportunities for development and a strong focus on service quality and daily performance metrics.

Formación

• Must be bilingual in Spanish and English.
• Experience in customer service support.
• Ability to handle high-volume calls and communications.

Responsabilidades

• Answer inbound/outbound calls to drivers and dispatchers professionally.
• Use Ring Central, ARRIVEnow, email, Slack and WhatsApp to update systems and communicate with drivers.
• Maintain accurate data in tracking software and meet daily metrics.
• Coordinate with internal departments to relay information and ensure timely load updates.
• Manage appointments and crossing documents to ensure on-time pickups/deliveries.
• Escalate permissions or administrative inquiries to team lead/manager.

Conocimientos

Bilingual Spanish and English

Customer service

Fast-paced environment

Descripción del empleo

Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to grow significantly year over year. Our success is a testament to our remarkable team and what we are building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There’s never been a more exciting time to get on board with our rapidly growing team in Guadalajara, so read on to learn more!

Who We Want

As the MX Afterhours Carrier Representative, you will use your enthusiasm and tracking experience to help deliver premier service to our cross-border department. As we grow, we continue to need individuals who can flourish in a customer service support role. You will be one of the first points of contact for the carrier representative and their carriers doing business with Arrive Logistics, as well as customer-facing representatives within the Mexico team.

What You’ll Do

• Utilize Ring Central, ARRIVEnow, email, Slack, and WhatsApp to update our systems properly and communicate with our drivers.
• Inbound/Outbound calls to drivers and dispatchers with professionalism.
• Inbound calls are required; depending on the company's needs, you will be responsible for assisting certain carrier groups.
• Become knowledgeable in the various visibility tools used by our carrier partners.
• Your first resource for tracking will be phone calls (Inbound/Outbound) or WhatsApp groups. You will also have different tracking tools in case you are unable to get a tracking update by phone, such as “cuenta espejo” and other GPS tracking tools.
• Enter and update information accurately in our tracking software. In which you will be responsible for achieving daily metrics. Expectations will be set by the management team and reviewed regularly.
• Stay up to date and follow the company-wide SOPs and standards set.
• Utilize the tracking board daily for best tracking practices.
• Communicate with internal departments to proactively relay information.
• Ensure that loads are updated on time, making sure our CS and AH reps are receiving information about their load that will ensure making the set appointment times.
• Manage and communicate appointments and/or crossing documents to ensure shipments are being picked up and delivered on time, while also working to set up proper expectations for transit.
• Exemplify a level of assertiveness to identify issues and solve them.
• Guarantee that the quality of calls, notes, emails, and overall information is aligned with our parameters.
• All communication related to permissions or any administrative inquiry must be escalated to your team lead/manager.
• Work Schedule Mon-Fri 14:00-22:00 hrs MX Central Time

Qualifications

• Ability to work in a fast-paced environment
• Must be bilingual in Spanish and English

The Perks of Working With Us

• Take advantage of our benefits, including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans), and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office-wide engagement activities, team events, happy hours, and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!

Your Arrive Experience

Our award-winning company culture is designed with you in mind. We are committed to supporting your personal and professional growth and making Arrive a place we all love to work.