Customer Support Specialist II - Mon-Fri - Shared Services - Monterrey

TL;DR

Customer Support Specialist II (Shared Services): Support U.S. and Canada operations through accurate shipment data entry, appointment scheduling, tracking, and resolution of delivery exceptions with an accent on quick problem-solving, escalation handling, and stakeholder communication. Focus on prioritizing urgent issues, making outbound calls to carriers and facilities, and contributing to process improvements for efficiency and experience.

Location: Onsite in Monterrey, NL 64640, Mexico (Mon-Fri 14:00-23:00)

Company

Market-leading enterprise technology company powering intelligent logistics with end-to-end applications, managed services, and an expansive carrier network managing over $20 billion in freight.

What you will do

• Review shipment information, gather additional details, and resolve delivery exceptions and escalations.
• Make outbound calls to facilities and carriers to address issues quickly.
• Exercise empathy, understand perspectives, and maintain professional relationships with carriers and customers.
• Provide prompt updates to stakeholders while solving issues efficiently.
• Prioritize escalations based on urgency and resolve using multiple processes.
• Share feedback, explain decisions, and generate ideas for process and experience improvements.

Requirements

• Advanced English, verbal and written
• 2 years of experience with customer interaction – or – bachelor’s degree and one year of customer interaction experience
• Available to work Mon-Fri 14:00-23:00 onsite in Monterrey

Culture & Benefits

• Work in Monterrey Center of Excellence supporting U.S. and Canada operations.
• Equal Opportunity employer considering all qualified applicants.