Customer Support Specialist III for Account Support Operations

Monterrey, N.L.
Permanente
Tiempo completo

Hace 9 días

Schedule: FulltimeJob Type: On-siteSalary Type: SalaryReq #:1696About the RoleThis dynamic position in our Monterrey Center of Excellence provides excellent customer service to our freight brokerage customers in the US and Canada. They keep our customers' freight moving throughout its transit from pick-up to delivery.People in this role work from Monday through Friday from 07:00 to 16:00. Please note that this schedule may change due to daylight savings time.This role requires working on Mexican holidays and taking US holidays as days off. We will cover this during the interview process.What the Candidate Will DoIn this role, you'll be a part of a working group of 10-20 people. Your group will collaborate with many other groups, on- and off-site, to provide excellent service to our carriers and customers. You will interact with and receive coaching from leaders in multiple parts of the organization.People in this role are logistics experts who are our front line to solving customer problems.We are looking for people who know how solve problems with carriers and customers and who have a Call First mentality. If you are prepared to talk to people to resolve issues effectively and efficiently, talk to us!What you'll 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 make a decision about 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

Advanced English, verbal and written

1 year of logistics experience - or - 3 years of experience with customer interaction - or bachelor's degree with 2 years of experience with customer interaction

About Uber FreightUber 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 .EEOCUber 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.

Uber Freight

Postularse