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Carrier Success Team Lead

This role will oversee the day-to-day operations of the Carrier Success Mexico team and work cohesively with the Mexico Client Success department, including Border Operations. Use energy, critical thinking, data, technology and drive to help our Carrier Success Mexico team deliver premier service.

What You’ll Do

  • Oversee day-to-day operations of the Carrier Success Mexico team in order to drive accurate and timely updates across SCOUT and ArriveNow.
  • Responsible for service on cross-border Mexico freight.
  • Monitor SCOUT and ARRIVEnow tracking boards from ‘Covered’ to ‘Delivered’ status to ensure that all loads are being tracked.
  • Monitor general communication between the team and Carrier partners through Whatsapp, Slack and email.
  • Work to streamline communication internally and externally.
  • Monitor that the team’s escalations are being acknowledged and actioned in a timely manner, coaching members on proper issue resolution when needed
  • Partner with the Carrier Reps and Cross Border Client Success teams to anticipate and meet the evolving needs of our Carrier partners and Customer service levels
  • Maintain a high level of knowledge in systems and processes to help update SOP’s and share with the team
  • Demonstrate ability to identify and resolve performance issues
  • Build relationships with Mexico carriers, transfer carriers, & US carriers’ border crossing teams. 
  • Assist in collecting safety forms, CTPAT documentation, and other required documents to onboard carriers for existing business opportunities

Qualifications

  • 1 year of Carrier Sales experience preferred 
  • Bilingual (English and Spanish)
  • College degree 
  • Passion for quality customer service
  • Strong sense of urgency and ability to prioritize time-sensitive issues
  • Detail-oriented and thorough when presenting information
  • Organized when it comes to time management and deadlines
  • Able to work independently and collaboratively

Your Arrive Experience 

Our award-winning company culture is designed with you in mind. We are committed to supporting your personal and professional growth and making Arrive a place we all love to work. 

** Full job description to be reviewed upon interview**

Arrive Carrier Requirements

Please have the following info ready to complete registration

  • MC, MX, DOT, or state reg #
  • Tax ID & W9 info
  • Cert of Insurance: $100k cargo, $1M Auto, & $1M commercial general liability coverage
  • Active Common or Contract Authority (180+ days)
  • Safety Rating of at least Satisfactory (or None)

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