ATO-819 - Customer Support Specialist Ii - Digital Brokerage

ATO-819 - Customer Support Specialist Ii - Digital Brokerage

**This team works an alternate schedule.
Hours are 07:00 am to 6:00 pm with a one hour lunch.
Team members are scheduled to work four days; then they are off four days.
**

What You'll Do
- Be a Problem Solving Expert: Provide carriers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the carrier's issues in a timely manner
- Serve as a stakeholder to our Account Management teams and provide feedback around how we can improve carrier, facility and customer communications to generate quicker resolution times
- You are the front line to our carrier network - understand their needs and what the problem is and work with them to provide timely solutions for live load issues




- A Call First Mentality: Must be prepared to make calls to both facilities and carrier network that will help resolve escalations quickly and efficiently
- Able to prioritize actions taken on escalations based on level of urgency
- Maintains a cooperative and professional work relationship with all stakeholders
- Participate and engage in weekly team meetings and one-on-ones with your manager
- Evolve and adapt to a team that continuously changes as Uber Freight grows

Tasks include
- Receive carrier support escalation and quickly understand the load issue
- Call carriers to communicate solution ownership and progress; provide updates while working to solve load issue - setting expectations with carrier via phone with ETA to solve in after-hours space
- Proficiency with internal tools, processes, SOPs
- Deliver final resolution to the carrier, clearly document what steps were taken to solve
- Prioritize multiple escalations at once
- Communicate with correct point of contact at customer and/or facility
- Follow customer-specific SOPs




Basic Qualifications

Basic qualifications
- 12 months work experience with customer interaction and communication, logistics experience preferred
- Excellent English language skills - verbal and written
- Bachelor's degree - in progress or complete

**Experience**: Required
- 1 year(s): 1 year of work experience with customer interaction and communication, logistics experience preferred

**Education**: Preferred
- Bachelor or better

**Skills**: Required
- Bilingual English/Spanish

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/133830459/ato-819-customer-support-specialist-digital-brokerage-monterrey/?utm_source=html