MBS - Customer Support Specialist II – 4x4

Schedule: Fulltime / 07:00-18:00

Job Type: On-site

Salary Type: Salary

Req #: 2216

About the Role

This role, based in our Monterrey Center of Excellence, supports shipment data entry, scheduling, tracking, and issue resolution for operations in the United States and Canada. You will work a rotating 4x4 schedule with 10-hour shifts, collaborating with a team of 10–20 people and cross-functional partners to deliver excellent service.

As a frontline role, you will play a key part in resolving carrier and customer issues. We are looking for professionals with a strong “Call First” mindset, comfortable communicating directly to solve problems efficiently and effectively.

What the Candidate Will Do

• Solve Problems: Quickly review available information, determine what additional information may be needed, and make a decision about how to resolve

• Call First: Make calls to facilities and carriers to resolve escalations quickly

• Exercise empathy and understanding: Understand carrier and customer perspectives and unique challenges and treat them with dignity and respect as you resolve their issues; maintain cooperative and professional work relationships with all stakeholders

• Communicate: Provide carriers/customers with prompt updates on their escalations while maintaining facility and/or customer communication to solve the issues quickly

• Prioritize: Make decisions about which issues to resolve next based on level of urgency

• Resolve incidents using multiple processes and use problem-solving skills to make the best decisions for Uber Freight, our carriers, and our customers

• Share ideas and feedback: Offer solutions to improve carrier, facility, and customer experience with our systems and processes

• Escalate issues for support when needed

• Explain the solutions and decisions you made so we can improve processes and systems

• Generate and share ideas that lead to process improvement (efficiency) and/or carrier and customer experience improvement

• Evolve: Adapt with and to a team that continuously changes

• Other responsibilities as assigned

Basic Qualifications

• Advanced English, verbal and written

• 2 years of experience with customer interaction – or – bachelor’s degree and one year of experience with customer interaction

About Uber Freight

Uber Freight helps companies move goods more reliably and efficiently. We bring together the technology, people, and transportation capacity they need, using real‑time data from millions of shipments to guide smarter decisions. That helps customers spot issues early, avoid costly surprises, and deliver on time. Uber Freight works with 1 in 3 Fortune 500 shippers across North America and manages over $17B in freight. Learn more at www.uberfreight.com.

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EEOC

Uber Freight is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.