Guadalajara | After Hours Transcon CSR - Ejecutivo de Servicio al Cliente 3 at Expeditors

Guadalajara, jalisco, Mexico -

Full Time

Start Date

Immediate

Expiry Date

14 Sep, 26

Salary

0.0

Posted On

16 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Track And Trace, Data Entry, Cross-border Operations, Microsoft Office, English Proficiency, Problem Solving, Multitasking, Analytical Thinking, Risk Mitigation, Communication, Organizational Skills

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Company Description “We’re not in the shipping business; we’re in the information business” -Peter Rose, Expeditors Founder Global supply chain management is what we do, but at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. 19,000 trained professionals 300+ locations worldwide Fortune 500 Globally unified systems Job Description SUMMARY DESCRIPTION: The After-Hours TCS CSR acts as a centralized control point for all Transcon activities, providing full visibility, coordination, and execution across all customer accounts. This role ensures timely processing of shipment references, compliance with documentation requirements (including Carta Porte), continuous track & trace, and effective communication with customers, carriers, and internal teams. Additionally, the position plays a critical role in monitoring high value shipments, coordinating security requirements, managing after hours escalations, and proactively identifying risks that may impact service performance. EXPEDITORS CORE COMPETENCIES Exceptional Customer Service Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions and consistently strives to improve customer satisfaction with customers. Job Execution Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations. Reliability Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize. Collaboration Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay. Communication Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and respond to voicemails, emails and other communication according to Expeditors' standards. Culture Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence,Integrity, Pride, Resolute, Sense of Humor, and Visionary. Personal Growth and Development Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate. AGENT CORE COMPETENCIES Timely and Accurate Billing and Accounting Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company. Timely and Accurate Data Entry Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution. Timely and Accurate Shipment Processing Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures. MAJOR DUTIES AND RESPONSABILITIES Operational Execution & Data Management - Process shipment references across all customer accounts ensuring accuracy and timeliness. - Perform complete and accurate data entry into operational systems. - Upload and validate required documentation, including Carta Porte and shipment documentation, in internal and customer portals. - Ensure compliance with customer SOPs and regulatory requirements. Shipment Monitoring & Control - Perform continuous track & trace for all active shipments during night operations - Monitor dispatch, transit progress, and delivery milestones (COB, DLV, POD) - Proactively identify delays, service risks, or operational gaps - Trigger corrective actions and ensure visibility across all stakeholders High Value & Critical Shipments Oversight - Monitor and provide enhanced visibility for high-value and time-sensitive shipments - Support coordination of security requirements, escorts, or custody-related movements when applicable - Ensure strict adherence to high-value handling protocols and service expectations - Escalate any exposure or deviation immediately Customer Service & Communication - Respond to customer, carrier, and internal communications (email, calls, messaging) in a timely and professional manner - Provide proactive updates and notifications regarding shipment status or issues - Notify customers of potential delays or disruptions with clear and structured communication Carrier & Operations Support - Coordinate with carriers to obtain status updates, confirm dispatch and delivery, and resolve issues - Maintain updated contact lists and escalation points - Support general operational needs across all accounts Escalation & After-Hours Management - Act as primary escalation point during non-business hours - Assess operational risks and determine appropriate action or escalation path - Ensure all incidents are documented and properly communicated for follow-up Night Operations Reporting & Handoff - Maintain and update the Night Operations Report ensuring full visibility of: Active shipments Exceptions and risks Pending actions - Ensure structured and accurate handoff to day operations team Process Compliance & Continuous Improvement - Ensure adherence to Expeditors policies, procedures, and compliance standards - Identify improvement opportunities in night operations processes Process Compliance & Continuous Improvement - Strong ownership and accountability - Ability to operate independently under minimal supervision - Proactive risk identification and mitigation mindset - Strong prioritization across multiple customers and shipment types - Ability to manage high-pressure and time-sensitive operations - High attention to detail, especially in documentation and compliance Qualifications KNOWLEDGE, SKILLS AND BEHAVIOURS: Knowledge:  Expeditors systems, processes, and SOPs  Cross-border operations (Mexico–US preferred)  Understanding of high-value shipment requirements  Basic regulatory knowledge, including Carta Porte compliance Skills:  Strong multitasking and organizational skills  Advanced communication (written and verbal)  Problem-solving and analytical thinking  High attention to detail and accuracy  Proficiency in Microsoft Office (Excel, Outlook)  English required Behaviours:  Proactive and solution-oriented mindset  Strong sense of urgency and accountability  Ability to work under pressure  Flexibility and adaptability  Team-oriented with strong collaboration skills  Willingness to work night shifts, weekends, and holidays TRAINING AND QUALIFICATIONS: Training Requirements:  Meet company standards of 52 hours training per year, including as needed management/leadership training  Complete onboarding on Transcon operations, high-value protocols, and customer SOPs  Continuous training on compliance and operational processes Education and Experience:  6 months to 1 years’ experience in logistics, transportation, or customer service  Experience in cross-border operations preferred  Exposure to high-value or time-sensitive shipments is a plus Additional Information Expeditors ofrece excelentes beneficios Sueldo competitivo Prestaciones superiores a la ley Seguro de vida Seguro de gastos médicos mayores Plan de compra de acciones para empleados Programa de Capacitación y Desarrollo de Personal Expeditors offers excellent benefits Competitive salary Benefits above the law Life insurance Insurance of major medical expenses Employee Stock Purchase Plan Training and Personnel Development Program All your information will be kept confidential according to EEO guidelines.

Responsibilities

Acts as a centralized control point for after-hours Transcon activities, ensuring shipment visibility, coordination, and execution. Responsible for monitoring high-value shipments, managing escalations, and maintaining accurate operational reporting for the day shift handoff.