Customer Support Specialist II (Overnight)
Schedule: Full Time
Job Type: Remote
Salary Type: Hourly
Req #: 3130
About the Role
The Customer Support Specialist plays a vital role within our Operations team. This position is responsible for ensuring timely delivery of customer shipments, maintaining daily communication, and building strong relationships with both customers and carriers. This is an overnight position. Candidates must be available to work overnight hours on a consistent basis.
What the Candidate Will Do
Use Transportation Management System to process shipment entries and actively lead timely performance/automation objectives
Maintain consistent and professional communication; effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.
Exceed customer on-time pick-up and delivery expectations
Supervise shipments and revise when vital based on changing shipper, customer, and carrier needs
Utilize external websites and other tools of communication to set shipment appointments
Update load status in the system, e.g. loaded pick-up, delivery, empty, etc.
Work directly with Logistics Teams to assist with shipment issues or problem-solving
Appointment Scheduling/Schedule appointments with shipper and/or receiver, update the TMS as needed
Additional Responsibilities Regarding Customer and Carrier Relationships
Contact carrier to obtain status of load-tendered; continue monitoring the shipment for on-time pick-up, transit, delivered, empty
Correspond with customer and carrier regarding detention and other accessorial information
Acquire solid understanding of customer business practices and workflow
Basic Qualifications
High school diploma or GED equivalent
0-1 years of customer service experience
Basic proficiency with Microsoft Office Suite (Outlook, Excel, Word, etc.)
Clear and professional oral and written communication skills, including email etiquette
Preferred Qualifications
Customer Service background
Knowledge of the freight industry
Proficient with Microsoft Office Suite
Proficient in Google workspace
Strong oral and written communication skills, including professional email etiquette
Benefits & Compensation for U.S. Employees
Employees working more than 30 hours in the US at Uber Freight are eligible for benefits like a company sponsored health plan, dental and vision benefits, 401k match, financial and mental wellness benefits, parental leave, short- and long-term disability coverage, life insurance and more. US based employees may also be eligible for a performance or sales incentive bonus program, participation in Uber Freight equity awards, and other types of compensation depending upon the role.