Customer Support Specialist III - Account Support Operations - Shared Services - Monterrey

About the Role

Individuals in this role are logistics experts and serve as the frontline for resolving customer and carrier issues, playing a critical role in maintaining service quality and customer satisfaction.We are looking for professionals who are proactive problem-solvers, comfortable working directly with both carriers and customers, and who demonstrate a strong “Call First” mentality. If you enjoy communicating with people, taking ownership of issues, and resolving challenges efficiently and effectively, we’d love to hear from you.

What the Candidate Will Do

• Move Freight: Build, schedule, and update loads in our internal systems. Resolve escalations on live loads via Zendesk. Meet strict time and quality service level agreement metrics 
• Solve Problems: Quickly review available information, determine what additional information may be needed, and decide about how to resolve 
• Call First: Make calls to resolve escalations quickly  
• Exercise empathy and understanding: Understand customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders 
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