Department: Customer Service

Reports to: Customer Service Supervisor

Department Mission:

To ensure maximum customer satisfaction by proactively managing and monitoring shipments, promptly resolving operational issues, and maintaining clear and proactive communication regarding the status of shipments from pickup to delivery. We are committed to meeting and exceeding our customers' KPIs and fostering long-lasting relationships with our customers and carriers.

Position Objective:

To guarantee customer satisfaction by providing exceptional service, proactively managing shipments, efficiently resolving operational issues, and maintaining clear and timely communication about the status of shipments from pickup to delivery.

Job Description:

• Monitor load tracking and proactively communicate with the operations department and external carriers.
• Ensure carriers and drivers are on time for the pickup and delivery of loads, ensuring punctuality.
• Maintain the ICC system updated at all times with current pickup and delivery information.
• Perform periodic check calls on loads in transit to guarantee no delays or negative impacts; these must be registered in the ICC system.
• Maintain accurate records of interactions with carriers and operations, documenting relevant events and changes in shipment status in the ICC system.
• Proactively communicate potential late arrivals to CSR and provide new ETAs to Customer Service Representatives.
• Foster strong relationships with carriers and internal operations departments to maintain service levels and ensure customers' and internal KPIs are met.
• Collaborate closely with the Customer Service Supervisor, Customer Service Representatives, and other departments to ensure a smooth and satisfactory operation for the customer at all times.

Work Schedule: 4 days of 12 hours a week with 3 days of rest night shift from 8:00 p.m. to 8:00 a.m.

Minimum Education Required

Incomplete Bachelor's degree, preferably in administration, logistics, international relations, or international business.

Required Experience

Preferably in transportation companies, freight forwarders, parcel services, or call centers.

Required Skills

Good communication, customer-oriented.

Proficiency in Office Software

• Outlook: Proficient
• Excel: Proficient

Tools, Machinery, or Equipment to Use

Preferably with experience in AS400.

Additional Languages

English, capable of reading and writing emails in English.

Salary and Benefits

Monthly Gross Salary: $22,000 MXN

Payment Period: Biweekly

Benefits: Legal benefits, plus 50% vacation premium, and a bonus upon completing one year.

Additional Compensation: Grocery vouchers of $1200 MXN per month.

Own Car Needed: Preferably with own car due to the difficulty of reaching the location by public transportation.