Customer Support Specialist II - Mon-Fri - Shared Services - Monterrey

Schedule: Fulltime - Mon-Fri – 14:00-23:00

Job Type: Onsite

Salary Type: Salary

• Req: # 2393
• No immigration sponsorship or transfer available for this role.

About the Role

Join our Monterrey Center of Excellence and support our U.S. and Canada operations through accurate shipment data entry, appointment scheduling, tracking, and resolution of delivery exceptions. People in this role work an alternate schedule. The person in this role will work Monday through Friday from 14:00 to 23:00.

What the candidate will do?

• 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 facilities and carriers to resolve escalations quickly
• Exercise empathy and understanding: Understand carrier and 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
• Communicate: Provide carriers/customers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the issues quickly
• Prioritize: Make decisions about which issues to resolve next based on level of urgency
• Resolve incidents using multiple processes and use problem-solving skills to make the best decisions for Uber Freight, our carriers, and our customers
• Share ideas and feedback: Offer solutions to improve carrier, facility, and customer experience with our systems and processes
• Escalate issues for support when needed
• Explain the solutions and decisions you made so we can improve processes and systems
• Generate and share ideas that lead to process improvement (efficiency) and/or carrier and customer experience improvement

Basic Qualifications

• Advanced English, verbal and written
• 2 years of experience with customer interaction – or – bachelor’s degree and one year of experience with customer interaction

About Uber Freight

Uber 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 www.uberfreight.com .