Operations Agent I (Night Shift) - MEX

PURPOSE

The Operations Agent is responsible for providing superior customer service through all communications channels to ensure the conversion of shipments to tenders. Agents must respond to calls and emails in a professional manner, addressing any customer questions or issues.

ESSENTIAL DUTIES & RESPONSIBILITIES

Enter shipments in the TMS platform

Contact pickup and delivery locations to set appointment times, following shipment constraints

Verify accuracy of shipment information with customers

Assist customers with service requests, inquiries, or concerns

Proactively answer a significant number of emails daily

Partner with carrier sourcing representatives to ensure we provide current, competitive rates

Handle a high volume of calls daily

Be available for the on-call covering nights, weekends, and holidays as needed

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

Exceptional attention to detail

Ability to remain focused and driven during high volume email and call days

Arrive to work on time daily, prepared to begin your job

Willingness to learn, improve, and receive coaching/constructive feedback

Must be willing to work through unexpected problems to find a reasonable solution

Detail-oriented and problem-solving skills

Ability to work professionally and effectively with a diverse group of individuals

Advance technology skills with a strong focus on data entry, Microsoft Office products, and email correspondence

Ability to quickly learn and navigate through multiple systems proficiently

Ability to self-manage and proactively assume tasks, and communications

QUALIFICATIONS:
High school diploma, or equivalent

1 year of customer service experience

2 years of freight logistics experience

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: The work schedule of this position will be determined based on the organizational needs, it will be subject to change based on business demands and may require work outside of standard business hours. The job is performed in a general office environment with the option to work remotely as needed.