MBS - Brokerage - CSx Appointments - Customer Support Specialist III at UBER FREIGHT US LLC

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Full Time

Start Date

Immediate

Expiry Date

02 Jan, 26

Salary

0.0

Posted On

04 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Scheduling, Logistics, Zendesk, Operational Excellence, Process Improvement, Quality Assurance, Coaching, Training, Collaboration, Data Analysis, SOP Creation, Knowledge Base Management, Communication, Problem Solving, Teamwork

Industry

Logistics;Transportation;Supply Chain and Storage

Description

Schedule: Fulltime Job Type: On-site Salary Type: Salary Req #: 1850 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. 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. You will play a key role in addressing the service needs of our customers, while ensuring the team remains focused on high-priority tasks. You will be responsible for monitoring scheduling performance through Zendesk and Workload, driving operational excellence, and ensuring customer nuances are handled accordingly. 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 the Candidate Will Do Monitor scheduling performance through Zendesk and Workload, ensuring customer service meets or exceeds SLAs Partner with other internal teams to align on customer expectations, including scheduling nuances, and ensure teams are executing accordingly Collaborate with Strategic Operations professionals within your vertical to identify opportunities for outsourcing and automation Analyze Zendesk ticket trends to recommend and implement process improvements Create and maintain SOPs and Knowledge Base resources on a consistent cadence Conduct quality assurance reviews, phone call audits, and RCA coaching Support training efforts, including vertical-level onboarding for new agents Complete spillover/transit tags and assist with scheduling support as needed Provide guidance, answer questions, and offer additional support to team members Basic Qualifications Minimum of 1 year of experience in Uber Freight scheduling operations Advanced English, verbal and written 1 year of LOGISTICS experience, - OR - three years of experience with customer interaction, - OR - bachelor's degree + two years of work experience 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. Candidate Privacy Notice 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.

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Responsibilities

The Customer Support Specialist III will monitor scheduling performance and ensure customer service meets or exceeds SLAs. They will collaborate with internal teams and analyze ticket trends to recommend process improvements.