Customer Support Specialist II 4x4 2nd shift (Monterrey)

Schedule

Fulltime - 4x4 2nd shift

Job Type

Onsite

Salary Type

Salary

Req

# 2542

No immigration sponsorship or transfer available for this role.

About the Role

Join our Monterrey Center of Excellence and support our U.S. and Canada operations through accurate shipment data entry, appointment scheduling, tracking, and resolution of delivery exceptions. People in this role work an alternate schedule. They work afternoon (second shift) shifts that last ten hours for four days and then take four rest days (4x4). This means that they rotate weekend work with other team members. When your days to work fall on Mon-Fri, the hours will be 14:00-24:00. When the days fall on Sat-Sun, the hours will be 10:00-20:00.

Responsibilities

• Solve Problems: Quickly review available information, determine what additional information may be needed, and make a decision about how to resolve
• Call First: Make calls to facilities and carriers to resolve escalations quickly
• Exercise empathy and understanding: Understand carrier and 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
• Communicate: Provide carriers/customers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the issues quickly
• Prioritize: Make decisions about which issues to resolve next based on level of urgency
• Evolve: Adapt with and to a team that continuously changes
• Share ideas and feedback: Offer solutions to improve carrier, facility, and customer experience with our systems and processes

Basic Qualifications

• Advanced English, verbal and written.
• 2 years of experience with customer interaction – or – bachelor’s degree and one year of experience with customer interaction.