Second Shift Mexico Coverage Specialist

What You’ll Do

• 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 14:00-22:00 hrs MX Central Time

Qualifications

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

The Perks of Working With Us

• Take advantage of our benefits, including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans), and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office-wide engagement activities, team events, happy hours, and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!