Second Shift Mexico Coverage Specialist Job at Arrive Logistics (Guadalajara)

Job Description

As the MX Afterhours Carrier Representative, you will use your enthusiasm and tracking experience to help deliver premier service to our cross-border department. As we grow, we continue to need individuals who can flourish in a customer service support role. You will be one of the first points of contact for the carrier representative and their carriers doing business with Arrive Logistics, as well as customer-facing representatives within the Mexico team.

Job Responsibility

Utilize Ring Central, ARRIVEnow, email, Slack, and WhatsApp to update our systems properly and communicate with our drivers
Inbound/Outbound calls to drivers and dispatchers with professionalism
Inbound calls are required
depending on the company’s needs, you will be responsible for assisting certain carrier groups
Become knowledgeable in the various visibility tools used by our carrier partners
Your first resource for tracking will be phone calls (Inbound/Outbound) or WhatsApp groups
You will also have different tracking tools in case you are unable to get a tracking update by phone, such as “cuenta espejo” and other GPS tracking tools
Enter and update information accurately in our tracking software
In which you will be responsible for achieving daily metrics
Expectations will be set by the management team and reviewed regularly
Stay up to date and follow the company-wide SOPs and standards set
Utilize the tracking board daily for best tracking practices
Communicate with internal departments to proactively relay information
Ensure that loads are updated on time, making sure our CS and AH reps are receiving information about their load that will ensure making the set appointment times
Manage and communicate appointments and/or crossing documents to ensure shipments are being picked up and delivered on time, while also working to set up proper expectations for transit
Exemplify a level of assertiveness to identify issues and solve them
Guarantee that the quality of calls, notes, emails, and overall information is aligned with our parameters
All communication related to permissions or any administrative inquiry must be escalated to your team lead/manager
Work Schedule Mon-Fri 14:00-20:00 hrs MX Central Time

Requirements

College degree preferred
Ability to work in a fast-paced environment
Proactiveness
Must be bilingual in Spanish and English

What we offer

Monthly grocery vouchers
Vacation days
Savings fund
Medical insurance (including dental and vision plans)
Casual dress code
Office-wide engagement activities, team events, happy hours
Work in new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you’ll find cafes and a wide variety of local restaurants
Free coffee
Free counseling sessions through Employee Assistance Program
Referral Program

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Second Shift Mexico Coverage Specialist

Job Description

Job Responsibility

Requirements

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