Customer Support Specialist II (Logistics)

TL;DR

Customer Support Specialist II (Logistics): Resolving carrier detention escalations and processing requests using data sources like GPS and POD times with an accent on policy enforcement and carrier experience. Focus on analyzing time-sensitive data to determine detention qualifications and educating carriers on system policies.

Location: On-site in Monterrey, Mexico

Company

hirify.global leverages real-time data and technology to help companies move freight more reliably and efficiently across North America.

What you will do

• Resolve time-sensitive, front-line carrier detention escalations.
• Process detention requests using GPS data, lumper receipts, POD times, and geofence queries.
• Educate carriers on system functionality and detention policies.
• Handle appeals for cases where detention was initially denied.
• Enforce the hirify.global carrier detention policy as the final authority on requests.
• Generate ideas to improve process efficiency and the overall carrier experience.

Requirements

• Bachelor’s degree in Finance, Business Administration, or a related field.
• Minimum 1 year of professional experience with customer interaction.
• Advanced bilingual proficiency in Spanish and English.
• Must be based in Monterrey, Mexico for on-site work.

Nice to have

• Excellent written communication and the ability to convey ideas effectively.
• Proven ability to adapt quickly in dynamic and changing environments.
• Strong analytical skills for evaluating data and solving complex problems.

Culture & Benefits

• Opportunity to work within a Center of Excellence for a global tech-logistics leader.
• Commitment to equal opportunity employment and diversity.
• Fast-paced environment utilizing advanced real-time shipping data.