[ETJ409] - MX After

[ETJ409] - MX After

11 nov

11 nov



Wake up each day knowing that you are a part of something special. Something real. Something bold.

Are you looking for a place where you will have a role in shaping an industry?

Then it’s time for you to apply to join the pack.

MX After-Hours Representatives on Carrier Support focus on supporting our carrier partners through daily communication with truck drivers and dispatchers. They deliver top quality customer service and provide thorough information in a fast-paced environment using various communication mediums including email, telephone, and WhatsApp during our after-hours shifts. MX After-Hours Reps on Carrier Support are responsible for fielding carrier requests, identifying problems throughout the transit of a shipment,

and determining appropriate solutions. All MX After-Hours Representatives on Carrier Support understand the value and importance of delivering high quality service both internally with our carrier & operations teams and externally with our customers and carrier partners.

DAILY TASKS & RESPONSIBILITIES (include, but not limited to):

- Answer inbound calls to assist drivers and carriers with status updates, directions, and issues. 

- Make outbound calls to track the status of freight and inform drivers and carriers of any important information.

- Record all updates in operating system including time of dispatch, pick-up and delivery, as well as any issues.

- Communicate appointment times for freight pick-up and delivery to truck drivers.

- Notify appropriate parties and create incidents as needed for loads running behind schedule or experiencing issues.

- Understand escalation process and escalate as needed when issues arise.

- Create incidents related to late pick-up and delivery, lost freight, shipments refused, overages, issues at the border, shortages, and damages.

- Create ongoing relationships with truck dispatchers.

- Resolve problems and escalate issues to carrier team when necessary.

- Other duties as assigned based on business need.

- Know how to effectively, gather, organize, and analyze data on a regular basis to identify new opportunities and threats.

- Ensure loads are tracked and updated in timely fashion; ask assistance from the rest of the teams when needed.


- Fluent in English, written and spoken

- Excellent customer service skills

- Organization skills

- Able to build strong relationships with both internal and external customers

- Ability to provide excellent customer service even in stressful times

- Ability to concentrate and problem solve complex issues in a fast-paced environment

- Strong multi-tasking and proactive skills

- Strong aptitude to learn new technology

- High School degree or equivalent required

- 1-2 years working in a customer service role

- Experience in cross border transportation is helpful but not required

- Takes initiative

- Positive attitude

Why Coyote?

- Onsite training and ongoing career development.

- Competitive pay.

- Comprehensive benefits package.

- Internal advancement opportunities for high performers.

- Global opportunities.

- Casual dress & many perks.

- Diverse and Inclusive environment.

- Opportunities to impact the world around you through our 360 sustainability initiatives.

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