Mexico Customer Service Specialist

MEXICO CUSTOMER SERVICE SPECIALISTPrimary Roles & Responsibilities

1. Track & Trace

1.1. Introduction

The Track & Trace Specialist's primary responsibility is to track a load through different systems, via email or phone, keep all orders updated with the arrival, departure times, and location updates, and follow up with the loads. Communicate and report the information of the load onto the TMS for visibility and advisement to prioritize and support the team with the tasks assigned. Must be actively working to assure all loads are moving as scheduled and communicate with the planners about any issues or events. 

1.2. Responsibilities are as follows and not limited to:

1.2.1. Primary Responsibilities

• Keep the load's dashboard always updated. 
• Responsible for always acknowledging any notification from partners and registering all load information received from the carrier or driver in the system. Provide detailed notes. 
• You must confirm pick-up and deliveries. 
• Reaching out to the carrier to confirm shipping hours and if the load is ready. 
• Must check and track all the loads assigned and update the check calls. 
• Call drivers or dispatchers to request ETA and current location. 
• Forward PODs or any document related to the load to the proper department. 
• Identify, communicate, and escalate any situation to their main point of contact (POC) or the person they report to. 
• Other duties as assigned. 

1.3. Metrics and Expectations

As of now, there are no quantitative measurements or metrics assigned to the position, nevertheless, the staffer should comply with the following parameters: (non-numerical expectations) 

• Work on the tasks assigned and complete them before the deadline. 
• Provide email responses in a timely manner. 
• Attend all the scheduled meetings with the team. 
• Be available on all the channels of communication, and be attentive to messages, and Urgent requests. 

1.4. Skills and Knowledge

• Computer Skills including the ability to operate computerized logistics, spreadsheets, and word processing programs. 
• Stress and time management 
• Organized with high attention to detail. 
• Report, Creation, and analysis 
• Problem-solving 
• Proficient in all internal software 
• Proven written and verbal communicator. 
• Proven team member with the ability to collaborate across all departments. 
• Reports to the Accounting Team 
• Proficient in Microsoft Office 
• U.S Geography 
• Computer (Specifications will be defined by the ITC Department) 
• Phones (Specifications will be defined by the ITC Department) 

1.5. Systems

• Mercury Gate 
• Outlook 
• Teams 
• 3CX 
• Microsoft 

1.7. Reports to

• Marcelo Baptista – VP Mexico Operations
• Linette Merida - Operations Manager
• Donato Cardenas – Laredo Office General Manager