Customer Support Specialist ll-After Hours
Uber Freight · Monterrey
About the Role
This role reports directly to the Associate Manager and focuses on supporting daily transportation operations, covering accurate planning, shipment execution, tracking, and documentation management through to final delivery. Key responsibilities include maintaining proactive communication with customers, carriers, facilities, and internal stakeholders, as well as monitoring shipment performance to resolve operational issues and maintain service levels. Additionally, the role involves updating transportation systems, tracking carrier KPIs, managing contingencies to minimize disruptions, and collaborating with internal teams to drive continuous process improvements and operational efficiency.
What the Candidate Will Do
- Monitor shipments and perform daily track-and-trace activities to ensure shipment visibility and on-time performance.
- Maintain accurate load status and shipment milestones within the TMS.
- Perform planning activities and ensure all orders are scheduled within required timelines.
- Review and resolve system exceptions, error corrections, and operational discrepancies.
- Coordinate with carriers to obtain shipment updates, documentation, and proof of delivery.
- Monitor customs status and cross-border shipment activities.
- Manage invoice follow-up and document collection processes.
- Participate in operational review meetings, customer calls, and performance discussions.
- Analyze shipment trends and identify operational risks that could impact service levels.
- Escalate service failures, capacity concerns, and operational issues to leadership when required.
- Prepare and distribute operational reports, shipment visibility updates, and KPI metrics.
- Support implementation activities, pilot programs, and peak season operational planning initiatives.
Basic Qualifications
- Working knowledge of Transportation Management Systems (TMS).
- Understanding of transportation and logistics operations, including shipment lifecycle management.
- Knowledge of cross-border transportation processes between Mexico and the United States.
- Understanding of carrier management, shipment visibility, and transportation performance metrics.
- Familiarity with import/export operational processes and customs status monitoring.
- Knowledge of customer service principles and stakeholder management.
- Understanding of transportation documentation requirements and freight movement processes.
- Intermediate proficiency in Microsoft Office applications, particularly Excel, Outlook, Teams, and Word.
Preferred Qualifications
- Minimum 1 year of professional experience in operations, customer service, transportation, supply chain, logistics, or related fields.
- Previous experience managing customer requests, operational processes, or stakeholder communications.
- Experience using business systems, operational tools, or tracking platforms preferred.
- Logistics and transportation experience preferred but not required.
- Bachelor's Degree.
Work Schedule:
- Weekdays: 3:00 PM – 11:30 PM
Weekends: Shifts may vary between:
* 7:30 AM – 5:30 PM
* 9:30 AM – 6:30 PM
Days off: Rotating monthly. One month, days off will be Tuesday and Wednesday, and the following month, Sunday and Monday.
About Uber Freight
Uber Freight helps companies move goods more reliably and efficiently. We bring together the technology, people, and transportation capacity they need, using real‑time data from millions of shipments to guide smarter decisions. That helps customers spot issues early, avoid costly surprises, and deliver on time. Uber Freight works with 1 in 3 Fortune 500 shippers across North America and manages over $17B in freight.
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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