Customer Support Specialist I

About the Role
This position in our Monterrey Center of Excellence supports shipment data entry, scheduling, tracking, and/or over, short & damage processes for operations in the US and Canada.  

What the Candidate Will Do

People in this role work Monday through Friday from 06:00-15:00 or 07:00-16:00 or 08:00-17:00. The time of the shift may change with daylight savings time.  

This role requires working on Mexican holidays and taking US holidays as days off. We will cover this during the interview process.  

In this role, you’ll be a part of a working group of 10-20 people. Your group will collaborate with many other groups, on- and off-site, to provide excellent service to our carriers and customers. You will interact with and receive coaching from leaders in multiple parts of the organization.  

We are looking for people with a Call First mentality. If you are prepared to talk to people to resolve issues effectively and efficiently, talk to us!  

What you’ll do 

• Perform fast-paced, time-sensitive, front-line work in areas of appointment-setting, data entry, and shipment tracking  

• Monitor and resolve work from an inbound activity or escalation queue, and pull work from one of our proprietary systems 

• Direct communication with carriers and shipping facilities to provide top-tier service via voice and text 

• Use multiple systems to process issues (internal systems, carrier websites, customer portals, workflow tools, etc.)   

• Resolve incidents using multiple processes and use problem-solving skills to make the best decisions for Uber Freight, our carriers, and our customers  

• Escalate issues for support when needed 

• Explain the solutions and decisions you made so we can improve processes and systems  

• Generate and share ideas that lead to process improvement (efficiency) and/or carrier and customer experience improvement 

• Other responsibilities as assigned 

Basic Qualifications

• Advanced English, verbal and written 

• 1 year of experience with customer interaction – or – bachelor’s degree  

About Uber Freight 

Uber Freight is a market-leading enterprise technology company powering intelligent logistics. With a suite of end-to-end logistics applications, managed services and an expansive carrier network, Uber Freight advances supply chains and moves the world’s goods. Today, the company manages over $20 billion of freight and one of the largest networks of carriers. It is backed by best-in-class investors and provides services for 1 in 3 Fortune 500 companies, including Del Monte Foods, Nestle, Anheuser-Busch InBev, and more. For more, visit www.uberfreight.com.  

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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.