Customer Service Operations Specialist

hace 2 meses

Xico, México Certu Systems A tiempo completo

About Certu Systems

Certu Systems is a fast-paced start-up company that utilizes cutting-edge AI technology to revolutionize logistics operations. By leveraging actionable insights and real-time predictions for reliability, efficiency, transparency, and cost savings, we aim to bring supply and demand closer together through intelligent data analytics and automated workflow.

Job Description

We are seeking an experienced Customer Service Operations Specialist to join our Mexico City office on a full-time basis. As a key member of our team, you will be responsible for handling customer inquiries and issues, measuring and improving customer satisfaction, and developing service strategies that optimize the customer experience.

Your primary responsibilities will include:

Managing the operations of shipment pick up and deliveries
Learning our system to provide services and communicate effectively with stakeholders
Maintaining operations standard operating procedures and templates
Solving day-to-day issues related to various stakeholders
Training carriers/drivers, customers' operations personnel, and receivers' warehouse staff
Working with carriers/truck drivers, customers' operations personnel, and receivers' warehouse staff
Managing collection and delivery of documentation

Requirements

To succeed in this role, you should have:

Knowledge of last mile logistics processes
Experience in industries with high logistics components such as 3PL, retail, and manufacturing
Strong communication, interpersonal, and conflict resolution skills
Critical thinking, problem-solving, and attention to detail skills
Project management skills preferred
Flexible thinking, including the ability to pivot and try new approaches when faced with challenges
Planning and documentation skills
Ability to work on multiple projects in various stages simultaneously
Experience with KPIs and operational data analysis
Experience with MS 365 suite of products
Desire to work in a fast-paced, high-energy environment
Ability to prioritize and demonstrate relentless discipline in achieving goals
Strong ownership, bias for action, and willingness to roll-up your sleeves to get the job done
Good written and verbal Spanish communication skills, plus the ability to communicate in English
Experience in a B2B environment with unique and varied customer needs
Good organization, flexibility, and reliability to deal with different customers' needs

Benefits

Customer Service Operations Specialist