Service Specialist II - MEX

Worldwide Express; Monterrey; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Worldwide Express in Monterrey, Mexico, is seeking a Senior Service Specialist II to join the Operations Account Teams. This role provides level two support, driving continuous improvement and efficient, high‑quality service for customers and account teams.

You will escalate issues, work with Salesforce macros and templates, coordinate with carrier partners, and help optimize day‑to‑day operations in a highly transactional service environment.

Formación

• 2+ years internal experience.
• High School Diploma required.
• Proficient with internal systems and Salesforce.
• Strong verbal and written communication skills.
• Time management and problem resolution abilities.

Responsabilidades

• Provide level II support for escalated customer issues.
• Work with Salesforce macros, templates, and flows.
• Collaborate with customer facing teams and carrier partners.
• Support day‑to‑day operations and improve processes.
• Maintain organized, efficient service delivery Monday‑Friday.

Conocimientos

Internal systems

Verbal and written communication

Problem resolution

Time management

Relationship management

Customer service

Educación

High School Diploma

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

PURPOSE

The Senior Service Specialist position is designed to be an integral part of the Operations Account Teams. This position focuses on providing level two support for customers by focusing on continuous improvement, efficiency and providing a consistent level of service for customers and support for Account teams. In addition, the Service Specialist II position works closely with the customer facing teams and our carrier partners to execute the day-to‑day operation as a highly transactional service team. A level II Service Specialist will focus on escalated customer issues, strategic processes, focus on higher level customers and will have proven their ability and knowledge based on Tier I expectations.

Essential Duties & Responsibilities

• Advanced skills pertaining to standard processes and consistent customer communication.
• Ability to identify and troubleshoot continuous improvement opportunities within the team.
• Advanced Salesforce knowledge and abilities.
• Ability to provide a high level of customer service by way of transactional services and clear communication.
• Assist customer facing teams by using proper Salesforce macros, templates, and flows.
• Improve on time management, organization and planning skills.
• Consistent Monday-Friday work schedule.
• Communicate daily with both customer facing teams and customers via Salesforce tools.
• Work with scalable processes that enable the team to be efficient while providing a focus of high level of customer service.

Required Knowledge/Skills/Abilities

• Proficient with internal systems
• Familiarity of Microsoft programs, Salesforce, and carrier relationships
• Excellent verbal and written communication skills.
• Problem resolution
• Time management
• Relationship management

Qualifications

• 2+ years internal experience
• High School Diploma required

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is typically performed in a general office environment.

Physical Requirements

• NP Not Present
• O Occasional (Up to 25% of time)
• F Frequent (26%-74% of time)
• C Constant (75% or more of time)