COE Specialist II - Universal Agent in Freight

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Uber Freight is a cutting-edge logistics platform revolutionizing the freight industry by leveraging technology to simplify and optimize how goods move. By connecting shippers and carriers through an innovative, user-friendly platform, we empower businesses with efficient and transparent solutions for their supply chain needs.

Our platform offers real-time tracking, upfront pricing, and a vast network of reliable carriers to ensure seamless and efficient freight transportation. For carriers, we provide flexible tools to browse and book loads, plan routes, and manage payments, helping them save time and maximize earnings.

At Uber Freight, we are committed to transforming logistics by eliminating inefficiencies, improving transparency, and delivering exceptional value to shippers and carriers alike. Join our team to be part of a fast-paced, dynamic environment where innovation drives everything we do, and make a lasting impact on the future of global freight transportation.

About the Role

We are looking for a COE Specialist II - Universal Agent to join our Uber Freight team! As a key member of our Center of Excellence (COE) team, you will be the frontline support for our shippers and carriers, ensuring a seamless and efficient experience across multiple lines of business. You will handle a variety of inquiries, resolve issues, and escalate concerns when necessary, all while providing valuable insights to enhance our service.

Your Impact in Role:

• Customer Support: Answer emails and phone calls from shippers and carriers, providing prompt and professional assistance.
• Multi-Line Business Expertise: Respond to queries across multiple Uber Freight business lines, ensuring accurate and consistent information.
• Issue Resolution: Act as a problem-solver, working diligently to resolve customer issues and provide the best possible experience.
• Escalation Management: Identify complex concerns and escalate them to the appropriate teams when necessary for further resolution.
• Service Improvement Insights: Provide feedback and recommendations based on customer interactions to help refine processes and enhance the user experience.
• Automation Support: Occasionally assist in testing automation initiatives to improve efficiency and streamline support operations.

The Experience You'll Bring:

Basic Qualifications

• Experience in customer service, logistics, or a related field is a plus.
• Strong problem-solving skills and a proactive mindset.
• Excellent communication skills, both written and verbal.
• Ability to handle multiple lines of business and quickly adapt to changing priorities.
• Comfortable with technology and willing to learn new systems.
• A team player with a passion for delivering exceptional service.

Preferred Qualifications

• Work experience in customer-centric industries such as hospitality, airlines, and banking.
• Extensive experience working with diverse markets across multiple countries, with a strong understanding of cultural differences and customer expectations.