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Customer Support Specialist Ii

hace 3 meses

Ciudad de México, Ciudad de México Uber Freight A tiempo completo

About the Role


Transpalce, an Uber Freight company, is looking for experienced customer service professionals with a background in the Transportation, Supply Chain or Logistics field.

Our specialists will manage transportation functions to ensure accurate, timely delivery of product in the most efficient and cost-effective manner all while providing excellent customer service to our customers.


  • Manage daytoday aspects of booking, shipping, tracking, and billing on both import and export shipments
  • Secure capacity for loads
  • Leverage carrier relationship to influence capacity awards during tight markets
  • Determine eligibility for additional noncommitted freight to be awarded to internal brokerage services
  • Contact carrier to obtain status of loadtendered; continue monitoring the shipment for ontime pickup, transit, delivered, empty
  • Update load status in system, e.g., loaded, pickup, delivery, empty, etc.
  • Notify Shipper and/or Receiver of Load Status and reschedule pickup/delivery appointments when necessary
  • Establish and maintain effective relationships with shippers and receivers through professional and timely communications and inquiry responses
  • Correspond with customer and carrier regarding detention information
  • Communicate and gain approval for expedite shipments
  • Use of JIRA, including request new users and password resets via JIRA; provide specific and detailed comments to ensure Help Desk receives clear actionable requests within JIRA
  • Train customer users on the TMS, leveraging knowledge of customer business practices and workflow
  • Rate Quotes
  • Lead training sessions for Carrier Contacts as necessary on Carrier Portal
  • Identify patterns with shipper, receiver and carrier performance and recommend actions for improvement
  • Coordinate and direct shipments and deliveries, including Shipper to Crossdock, Crossdock to DC, DC to DC, DC to Store, etc. to improve Customer/Carrier equipment utilization
  • Setup new Receivers, vendors, and suppliers
  • Resolve financial discrepancies in TMS financials (Carrier invoice does not match in TMS and must be reviewed and make determination; make adjustments in TMS; and respond to Accounting to deny or approve the additional funds, etc.)
  • Utilize TMS to actively manage ontime performance and automation objectives

Basic Qualifications

  • 12 years related experience
  • Bachelor's degree
  • Advanced Spanish and English written, oral, and presentation communication skills

Preferred Qualifications

  • Knowledge of Freight Industry
  • Reporting and Analytics (Ability to run BI reports; validate information; understand report, and offer feedback and deliver insights to your manager and or customer contacts on the information contained within the report)
  • Microsoft Excel— knowledge of Microsoft Excel including but not limited to VLookup, Pivot Tables and advanced formulas
Years of customer service experience

Skills:
Required

  • Microsoft Office
  • Business Develeopment
  • Bilingual English/Spanish
  • Planning/Organizing

Behaviors:
Required

  • Team Player: Works well as a member of a group
  • Innovative: Consistently introduces new ideas and demonstrates original thinking
  • Dedicated: Devoted to a task or purpose with loyalty or integrity
  • Enthusiastic: Shows intense and eager enjoyment and interest