New

Customer Support Specialist II- After Hours

Monterrey, NL 64640, Mexico
Schedule: Full Time
Job Type: On-site
Salary Type: Salaried
Req #:3452

About the Role

Support daily transportation operations by ensuring accurate planning, shipment execution, tracking, and documentation management. Provide proactive communication and status updates to customers, carriers, facilities, and internal stakeholders. Monitor shipment performance from pickup through final delivery, identifying and resolving operational issues to maintain service levels. Maintain transportation systems and operational tools with accurate and timely information. Support carrier performance management through visibility tracking, KPI monitoring, and issue resolution. Prioritize operational activities to meet customer requirements and business objectives. Collaborate with internal teams to identify process improvement opportunities and enhance operational efficiency. Support contingency management and escalation resolution to minimize service disruptions.

What the Candidate Will Do

  • Monitor shipments and perform daily track-and-trace activities to ensure shipment visibility and on-time performance.
  • Maintain accurate load status and shipment milestones within the TMS.
  • Perform planning activities and ensure all orders are scheduled within required timelines.
  • Review and resolve system exceptions, error corrections, and operational discrepancies.
  • Coordinate with carriers to obtain shipment updates, documentation, and proof of delivery.
  • Monitor customs status and cross-border shipment activities.
  • Manage invoice follow-up and document collection processes.
  • Participate in operational review meetings, customer calls, and performance discussions.
  • Analyze shipment trends and identify operational risks that could impact service levels.
  • Escalate service failures, capacity concerns, and operational issues to leadership when required.
  • Prepare and distribute operational reports, shipment visibility updates, and KPI metrics.
  • Support implementation activities, pilot programs, and peak season operational planning initiatives.

Basic Qualifications

  • Bachelor's Degree.
  • Minimum 1 year of professional experience in operations, customer service, transportation, supply chain, logistics, or related fields.
  • Advanced written and conversational English, with strong verbal and written communication skills.
  • Intermediate Microsoft Excel skills.
  • Knowledge of customer service principles, stakeholder management, and previous experience managing customer requests or operational processes.
  • Ability to work effectively in a fast-paced environment, manage multiple priorities simultaneously, and demonstrate a strong sense of urgency.

Preferred Qualifications

  • Previous experience managing customer requests, operational processes, or stakeholder communications.
  • Working knowledge of Transportation Management Systems (TMS).
  • Understanding of transportation and logistics operations, including shipment lifecycle management.
  • Knowledge of cross-border transportation processes between Mexico and the United States.
  • Understanding of carrier management, shipment visibility, and transportation performance metrics.
  • Strong analytical, problem-solving, and organizational skills, with the ability to interpret operational data and performance metrics.

Work Schedule

Evening Shift (in accordance with Mexican Labor Law):

  • Monday: 5:00 PM – 1:00 AM
  • Tuesday: 5:00 PM – 1:00 AM
  • Wednesday: 5:00 PM – 1:00 AM
  • Thursday: 5:00 PM – 1:00 AM
  • Friday: Off
  • Saturday: 7:00 AM – 5:00 PM
  • Sunday: Off

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.

Candidate Privacy Notice

EEOC

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

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