Customer Support Specialist III - Account Support Operations - Shared Services - MonterreyNew

Individuals in this role are logistics experts and serve as the frontline for resolving customer and carrier issues, playing a critical role in maintaining service quality and customer satisfaction.We are looking for professionals who are proactive problem-solvers, comfortable…

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 decide 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

What they're looking for

• 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.
• Excellent verbal and written communication in English.
• Previous experience in logistics, transportation, freight brokerage, or: operational customer support, managing in-transit loads.