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Arrive Logistics

Posted 18 months ago

Open

Carrier Success Representative

GuadalajaraOn-siteFull-time

AI Summary

Carrier Success Representative Trainee assists with tracking priority shipments, communicates with drivers and internal teams, and resolves tracking issues to ensure on-time deliveries.

About this role

Who We Are
Arrive Logistics is a leading transportation and technology company in North America with plans to grow significantly year over year. Our success is a testament to our remarkable team and what we’re 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.
Who We Want
As the Carrier Success Representative Trainee you will use your customer service skills and tracking experience to help deliver premier service to our customers. As we grow, we continue to need individuals who can flourish in a carrier service support role. You will be assisting in ensuring our priority shipments are being tracked and updated on a daily basis. You will work closely with carriers doing business with Arrive Logistics and you will connect with people from all over Arrive to handle tracking operations for our priority shipments in order to contribute to a customer obsessed group that interacts with Arrive’s carrier partners and driver partners every day.
The role will partner with carrier operations and client success operations to focus on meeting the representatives and companies needs. This position is responsible for proactive tracking/issue resolution, communication internally, escalation and problem solving, and customer satisfaction. This would include communication between carrier representatives, drivers, BizDev operations representatives, and looking for support from their group tracking team leader.

What You’ll Do

  • Utilize RingCentral, ARRIVEnow, email, and slack to update our systems properly and communicate with our drivers
  • You will assist in tracking priority shipments which could mean: High priority pick ups, HR shipments, loads with visibility tool errors, enterprise loads, etc. depending on current company needs
  • Inbound/Outbound calls to drivers and dispatchers with professionalism
  • Your first resource for tracking will be phone calls. You will also have different tracking tools in case you are unable to get a tracking update by phone.
  • 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.
  • Remain up to date and follow company wide SOP’s and standards set
  • Utilize the tracking board on a daily basis for best tracking practices
  • Communicate with internal departments to proactively relay information
  • Maintain a high standard of quality in the comments you input and the emails you send and receive.
  • Ensure that loads are updated in a timely manner, making sure our customers are receiving information about their load that will assure making the set appointment times.
  • Exemplify a level of assertiveness to identify issues and solve them.
  • Gain knowledge of the transportation industry to better serve our customers,carriers, and drivers.
  • 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.

    • Qualifications

  • High school Diploma
  • College degree preferred
  • Ability to work in a fast pace environment
  • Proactiveness
  • Must be willing to live in Guadalajara full-time
  • Must be bilingual in Spanish and English
  • Fast-paced and able to multitask in a high-pressure environment.
  • Detail oriented, with an emphasis on accuracy & follow-up.
  • Passionate about customer service & solving problems with customer experience in mind.

    • 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!

    • Skills

    ARRIVEnowBilingual Spanish-EnglishComments And Email QualityCustomer ServiceData EntryEmailInternal CommunicationsIssue EscalationLoad TrackingMultitaskingPhone CommunicationProactive TrackingReportingRingCentralSlackSOP AdherenceTracking SoftwareTracking Tools

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