Customer Support Specialist Ii

hace 6 meses


Monterrey, México Uber Freight A tiempo completo

**About the Role**

Carrier Sales Support team members work to establish and grow relationships with carrier partners while providing best-in-class customer service. In this role, you will work through a queue of tasks and escalations with primary objectives being fast resolution times, professional, carrier-first communication, and industry-leading problem solving in real time. Team members are individual contributors, however, will be part of a larger carrier sales team with aligned goals. In addition to finding real-time solutions for carriers, the role will also be responsible for providing actionable feedback to management that drives efficiency and continuous improvements for our carriers.
- 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 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 one-on-ones with your manager
- Evolve and adapt to a team that continuously changes as Uber Freight grows

**Tasks Include**
- Address inbound bids submitted by carriers and collaborate with internal partners to negotiate for rate approval within 48-hour SLA
- Resolve proof of delivery and payment issues flagged by carriers to ensure timely carrier payments
- Gather details from the carrier to gain full context and collaborate closely with the Carrier Support team to resolve live load issues
- Reach out to low-performing carriers to review performance improvement plans and work to improve carrier performance and retain highly engaged carriers.
- Proficiency with internal tools, processes, SOPs
- Prioritize and manage multiple escalations at once
- Follow task-specific SOPs

**Basic Qualifications**
- Excellent English language skills - verbal and written
- Bachelor’s Degree complete AND one year of work experience with customer interaction and communication - or - Bachelor's Degree in progress AND two years of work experience with customer interaction and communication

**Preferred Qualifications**
- Carrier facing experience in freight, logistics, supply chain work

**Work Schedule: Mon-Fri - 07:00 - 16:00**

**#IND23



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