Freight Resolution Specialist

hace 2 semanas


Monterrey, Nuevo León, México Uber Freight A tiempo completo

About the Role

**Alternate Schedule Team**

Team members work four days and are off for four days. Hours are 05:00 am to 16:00 pm with a one-hour lunch.

We're looking for a Freight Resolution Specialist to improve carrier experience by providing quality resolution on live load issues.

As a key member of our Digital Brokerage team, you will work through a queue of escalations with primary objectives being fast resolution times, professional carrier-first communication, and industry-leading problem solving in real-time.

You will be responsible for providing actionable feedback to management that drives efficiency and continuous improvement for our carriers.

**Key Responsibilities:**

- 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 live load 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

**Tasks Include:**

- Receive carrier support escalation and quickly understand the load issue

- Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue - setting expectations with carrier via phone with ETA to solve in after-hours space

- Proficiency with internal tools, processes, SOPs

- Deliver final resolution to the carrier, clearly document what steps were taken to solve

- Prioritize multiple escalations at once

- Communicate with correct point of contact at customer and/or facility

- Follow customer-specific SOPs

**Basic Qualifications:**

- 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

- Excellent English language skills - verbal and written

**Required Skills:**

- Bilingual English/Spanish



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