Second Shift Mexico Coverage Specialist

Job description

**Who We Are** Arrive Logistics is a leading transportation and technology company in North America, with plans to continue to grow significantly year over year. Our success is a testament to our remarkable team and what we are building together. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual, and collaborative environment. There’s never been a more exciting time to get on board with our rapidly growing team in Guadalajara, so read on to learn more and apply today! **Who We Want** 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. ### 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!