Customer Support Specialist II - Brokerage - Monterrey

TL;DR

Customer Support Specialist II (Brokerage): Manage a portfolio of customer accounts and approximately 160 monthly shipments, ensuring daily operational execution, on-time pickup and delivery, and proactive communication with customers, shippers, and internal teams. Focus on coordinating shipment coverage, monitoring track & trace, PODs, unbilled and service issues, preparing KPIs, and supporting onboarding and growth of new business.

Location: On-site in Monterrey, NL 64640, Mexico

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 of freight.

What you will do

• Contact carriers for daily capacity and load status updates, monitoring shipments through pick-up, transit, delivery, and empty stages.
• Ensure accurate load status in TMS and notify shippers/receivers of status changes or reschedule appointments as needed.
• Maintain relationships with carriers, shippers, and receivers through professional communications and timely responses.
• Handle detention information, communicate for expedite shipments, and identify performance patterns to recommend improvements.
• Prepare and share weekly/monthly KPIs for assigned accounts and support growth of new business opportunities.

Requirements

• Advanced English
• Experience in a TMS or similar shipment tracking/monitoring system
• Completed bachelor's degree

Nice to have

• 1 year of logistics experience
• Experience with dashboard systems
• Proficiency in Office tools (Excel, Word, PowerPoint)

Culture & Benefits

• Full-time on-site role in Monterrey, Mexico
• Equal Opportunity employer considering all qualified applicants