New

Customer Support Specialist II

Monterrey, NL 64640, Mexico
Schedule: Full Time
Job Type: On-site
Salary Type: Salaried
Req #: 3108

About the Role

The selected candidate will be responsible for providing end-to-end management of accounts and daily operations, including shipments, cross-border crossings, documentation, communication with clients and carriers, billing, systems, and issue resolution. We are looking for a highly proactive individual who takes full ownership of their tasks and anticipates potential problems. The goal is to keep operations under control, ensure high service levels, and support the growth of accounts and new projects without compromising current operations.

What the Candidate Will Do

  • Provide daily tracking of shipments from pickup to final delivery.
  • Coordinate with clients, carriers, CSR, Capacity, and warehouses.
  • Request and follow up on cross-border documentation.
  • Coordinate transfers, warehouse arrivals, and equipment dispatch.
  • Update references, events, and statuses in the TMS.
  • Send status reports and dashboards to clients.
  • Resolve operational issues and follow up on pending emails.
  • Control and resolve delegated items, unbilled revenue, AP/AR, and financial matters.
  • Request new setups or updates for client and carrier rates.
  • Review performance metrics, including High/Low NR, TOP 60, and weekly highlights.
  • Lead implementations, new projects, and prepare the handoff to AF once operations stabilize.
  • Create or update SOPs, IOPs, and flowcharts.
  • Train and mentor the supporting Intern.

Basic Qualifications

  • Previous experience in logistics or transportation operations.
  • Experience in shipment tracking and direct communication with clients and carriers.
  • Proficiency with TMS systems and updating references or operational events.
  • Functional English skills for emails and phone calls.
  • Proficiency with Google Workspace tools, especially Google Sheets, Gmail, Google Drive, and Google Meet.
  • Strong organizational skills, attention to detail, and ability to prioritize multiple tasks.
  • Highly proactive mindset, strong sense of urgency, and ability to anticipate issues.
  • Problem-solving skills and dedication to following up until full resolution.
  • Ability to work comfortably with systems and adapt to new processes.

Preferred Qualifications

  • Knowledge of cross-border logistics, documentation, and import/export processes.
  • Experience with operational dashboards, reporting, and performance analysis.
  • Basic understanding of billing, AP/AR, unbilled revenue, and delegation processes.
  • Experience creating SOPs, IOPs, and flowcharts.
  • Leadership, teamwork, and employee training skills.
  • Analytical thinking and ability to resolve issues under pressure without sacrificing quality.

About Uber Freight 

Uber Freight helps companies move goods more reliably and efficiently. We bring together the technology, people, and transportation capacity they need, using real‑time data from millions of shipments to guide smarter decisions. That helps customers spot issues early, avoid costly surprises, and deliver on time. Uber Freight works with 1 in 3 Fortune 500 shippers across North America and manages over $17B in freight. Learn more at www.uberfreight.com.

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