Customer Support Specialist II

hace 5 días


Monterrey, Nuevo León, México Uberfreight A tiempo completo
About the Role

Uber Freight is seeking a skilled Customer Support Specialist II to join our team. As a key member of our operations team, you will be responsible for managing transportation functions to ensure accurate, timely delivery of product in the most efficient and cost-effective manner.

Key Responsibilities:

  • Manage day-to-day aspects of booking, shipping, tracking, and billing on both import and export shipments
  • Secure capacity for loads and leverage carrier relationships to influence capacity awards during tight markets
  • Determine eligibility for additional non-committed freight to be awarded to internal brokerage services
  • Contact carriers to obtain status of load-tendered shipments and continue monitoring for on-time pick-up, transit, delivery, and empty
  • Update load status in the system and notify shippers and receivers of load status and reschedule pick-up/delivery appointments when necessary
  • Establish and maintain effective relationships with shippers and receivers through professional and timely communications and inquiry responses
  • Correspond with customers and carriers regarding detention information and communicate and gain approval for expedite shipments
  • Use JIRA to request new users and password resets and provide specific and detailed comments to ensure the Help Desk receives clear actionable requests
  • Train customer users on the Transportation Management System (TMS) and leverage knowledge of customer business practices and workflow
  • Rate Quotes and lead training sessions for Carrier Contacts as necessary on the Carrier Portal
  • Identify patterns with shipper, receiver, and carrier performance and recommend actions for improvement
  • Coordinate and direct shipments and deliveries to improve Customer/Carrier equipment utilization
  • Set-up new Receivers, vendors, and suppliers and resolve financial discrepancies in TMS financials
  • Utilize TMS to actively manage on-time performance and automation objectives

Requirements:

  • 1-2 years related experience
  • Bachelor's degree
  • Advanced Spanish and English written, oral, and presentation communication skills

Preferred Qualifications:

  • Knowledge of the Freight Industry
  • Reporting and Analytics skills, including the ability to run BI reports, validate information, and offer feedback and deliver insights to managers and customer contacts
  • Microsoft Excel skills, including VLookup, Pivot Tables, and advanced formulas
  • 1-2 years of customer service experience


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