Customer Support Specialist Ii - Monterrey, México - Transplace de Mexico Global

Transplace de Mexico Global

Empresa verificada

Monterrey, México

hace 5 días

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

This team works an alternate schedule. Hours are 07:00 am to 6:00 pm with a one hour lunch. Team members are scheduled to work four days; then they are off four days.
What You'll Do

Be a

Problem Solving Expert:
Provide carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the carrier's issues in a timely manner

Serve as a stakeholder to our Account Management teams and provide feedback around how we can improve carrier, facility and customer communications to generate quicker resolution times
You are the front line to our carrier network understand their needs and what the problem is and work with them to provide timely solutions for live load issues
A

Call First Mentality:
Must be prepared to make calls to both facilities and carrier network that will help resolve escalations quickly and efficiently

Able to prioritize actions taken on escalations based on level of urgency
Maintains a cooperative and professional work relationship with all stakeholders
Participate and engage in weekly team meetings and oneonones with your manager
Evolve and adapt to a team that continuously changes as Uber Freight grows

Tasks include

Receive carrier support escalation and quickly understand the load issue
Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue setting expectations with carrier via phone with ETA to solve in afterhours space
Proficiency with internal tools, processes, SOPs
Deliver final resolution to the carrier, clearly document what steps were taken to solve
Prioritize multiple escalations at once
Communicate with correct point of contact at customer and/or facility
Follow customerspecific SOPs

Basic Qualifications

Basic qualifications

12 months work experience with customer interaction and communication, logistics experience preferred
Excellent English language skills verbal and written
Bachelor's degree in progress or complete

Experience:
Required