Customer Support Specialist II (Logistics)

TL;DR

Customer Support Specialist II (Logistics): Supporting U.S. and Canada operations through shipment data entry, appointment scheduling, and tracking with an accent on delivery exception resolution. Focus on solving complex logistics escalations, maintaining stakeholder relationships, and prioritizing urgent issues.

Location: Onsite in Monterrey, Mexico

Company

Market-leading enterprise technology company powering intelligent logistics and managing one of the largest carrier networks.

What you will do

• Resolve delivery exceptions by reviewing shipment data and determining the best course of action.
• Communicate directly with facilities and carriers via phone to resolve escalations quickly.
• Provide prompt and professional updates to carriers and customers regarding their issues.
• Prioritize high-urgency issues to ensure efficient operational flow and customer satisfaction.
• Collaborate with the team to offer solutions for improving systems and processes.

Requirements

• Advanced English proficiency (verbal and written) is required.
• 2 years of experience in customer interaction, or a bachelor's degree and 1 year of experience.
• Must be based in Monterrey, Mexico for onsite work.
• Ability to work a 4x4 second shift schedule (14:00-24:00 Mon-Fri, 10:00-20:00 Sat-Sun) including rotating weekends.

Culture & Benefits

• Work within a Center of Excellence environment.
• Exposure to a high-growth logistics technology platform.
• Collaborative team culture focused on continuous improvement and evolution.
• Equal Opportunity and Affirmative Action employer.