Customer Support Specialist ll- Monterrey- TM

Role overview

An operations-focused position supports daily transportation activities for cross-border freight movement between Mexico and the United States. Reporting to an Associate Manager, the role centers on shipment planning, execution, tracking, and documentation across the full order lifecycle. The work blends customer and carrier coordination with internal system updates, performance monitoring, and continuous improvement initiatives.

Responsibilities

- Track shipments, run daily track-and-trace activities, and maintain accurate load status and milestone updates inside the Transportation Management System (TMS). - Plan and schedule orders within required timelines while resolving system exceptions, error corrections, and operational discrepancies. - Communicate with carriers to obtain shipment updates, proof of delivery, and supporting documentation. - Monitor cross-border activity and customs status, and manage invoice follow-up and document collection workflows. - Analyze shipment trends, flag operational risks that may affect service levels, and escalate service failures or capacity concerns to leadership. - Prepare operational reports, visibility updates, and KPI summaries, and participate in review meetings, customer calls, and pilot or peak-season planning initiatives.

Requirements

- Working knowledge of a Transportation Management System and the full shipment lifecycle, from planning through delivery. - Familiarity with cross-border transportation between Mexico and the United States, including import/export processes and customs status monitoring. - Understanding of carrier management, shipment visibility tools, and transportation performance metrics. - Knowledge of transportation documentation requirements and general freight movement processes. - Customer service mindset with practical stakeholder management skills. - Intermediate proficiency in Microsoft Excel, Outlook, Teams, and Word. - Bachelor's degree required.

Nice to have

- At least one year of professional experience in operations, customer service, transportation, supply chain, logistics, or a related field. - Prior exposure to managing customer requests, operational processes, or multi-stakeholder communications. - Hands-on experience with business systems, operational tools, or tracking platforms. - Direct logistics or transportation industry background preferred, though not mandatory.

Benefits and work setup

Schedules may be full-time or part-time, with hybrid, on-site, or remote arrangements depending on operational needs. Compensation structures may follow either salaried or hourly models based on the assignment.