Guadalajara - After Hours Transcon CSR - Ejecutivo de Servicio al Cliente 3er Turno para Transportación Terrestre

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SUMMARY DESCRIPTION: The After-Hours TCS CSR acts as a centralized control point for all Transcon activities, providing full visibility, coordination, and execution across all customer accounts. This role ensures timely processing of shipment references, compliance with documentation requirements (including Carta Porte), continuous track & trace, and effective communication with customers, carriers, and internal teams. Additionally, the position plays a critical role in monitoring high value shipments, coordinating security requirements, managing after hours escalations, and proactively identifying risks that may impact service performance. EXPEDITORS CORE COMPETENCIES Exceptional Customer Service Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions and consistently strives to improve customer satisfaction with customers. Job Execution Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations. Reliability Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize. Collaboration Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay. Communication Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and respond to voicemails, emails and other communication according to Expeditors' standards. Culture Exhibits and promotes the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence,Integrity, Pride, Resolute, Sense of Humor, and Visionary. Personal Growth and Development Participates in training within the company's guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate. AGENT CORE COMPETENCIES Timely and Accurate Billing and Accounting Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company. Timely and Accurate Data Entry Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution. Timely and Accurate Shipment Processing Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures. MAJOR DUTIES AND RESPONSABILITIES Operational Execution & Data Management - Process shipment references across all customer accounts ensuring accuracy and timeliness. - Perform complete and accurate data entry into operational systems. - Upload and validate required documentation, including Carta Porte and shipment documentation, in internal and customer portals. - Ensure compliance with customer SOPs and regulatory requirements. Shipment Monitoring & Control - Perform continuous track & trace for all active shipments during night operations - Monitor dispatch, transit progress, and delivery milestones (COB, DLV, POD) - Proactively identify delays, service risks, or operational gaps - Trigger corrective actions and ensure visibility across all stakeholders High Value & Critical Shipments Oversight - Monitor and provide enhanced visibility for high-value and time-sensitive shipments - Support coordination of security requirements, escorts, or custody-related movements when applicable - Ensure strict adherence to high-value handling protocols and service expectations - Escalate any exposure or deviation immediately Customer Service & Communication - Respond to customer, carrier, and internal communications (email, calls, messaging) in a timely and professional manner - Provide proactive updates and notifications regarding shipment status or issues - Notify customers of

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