Customer Support Team Lead

Who We AreAs one of the fastest growing freight brokerage firms in the US, with over $2 billion (USD) in annual revenue, Arrive Logistics is expanding its Mexico truckload freight and cross-border transportation operations. Arrive Mexico already has 100+ employees in Guadalajara, with plans to grow significantly year after year. We’re committed to providing employees with a meaningful work experience and have established an award-winning culture that supports personal and career development in a fun, casual and collaborative environment. There’s never been a more exciting time to get on board with our rapidly-growing cross-border team in Guadalajara, so read on to learn more and apply today!

Who We WantThe Customer Support Team Lead manages the accounts receivable function of their direct reports and owns the customer-facing accounting communication. Reporting to the Customer Relations Manager, this position oversees a team of Customer Relations Specialists and Customer Relations Clerks, and works closely with assigned sales teams to ensure efficient and timely completion of all accounting tasks and performance metrics. This position builds and manages internal & external relationships, and executes detail-oriented processes for daily functions. This role recommends and improves existing processes.

What You’ll Do

• Lead team of reports on daily tasks. Participate in the selection and hiring process as needed; provide on-going training; evaluate performance; hold direct reports accountable; address any performance issues appropriately and timely. Input for hire, promotion, performance management and termination decisions are strongly valued.
• Establish and maintain effective and cooperative working relationships with sales and sales management. Hold regular meetings with CRS and sales managers to resolve past due accounts. Frequently analyze and report on outstanding receivables, including significantly past due accounts with Senior Sales Leadership.
• Track and maintain team level metrics and reports for a variety of data including attendance, productivity, aging, etc. Monitor and manage workflow and daily targets to ensure timely delivery of agreed SLA’s. Manage escalations and performance management when total dollars of 61+ is greater than 10% of Total Aging.
• Identify, develop and implement improvements to current processes to improve team productivity and performance quality. Identify trends and guide the team to reduce A/R aging and optimize collections. Build strong relationships with customers and factoring companies in an effort to ensure all invoices are paid according to terms. Respond to customers on any collection related inquiries and manage escalations. Provide the Business Development team with an aging report and review weekly.
• Ensure customer invoices are accurate and issued timely. Investigate circumstances of non-payment; negotiate and resolve conflicts; follow through to satisfactory resolution resulting in expedited payments of outstanding invoices.
• Create and manage SOPs for systems, processes and accounts. Provide final review of SOPs written by direct reports. Periodically review procedures for improvements and use knowledge of logistics, 3PL and company systems to suggest and implement efficiencies.

Qualifications

• Bachelor's Degree in Accounting, Finance or a related field, preferred
• 1+ year in a management role with the ability to train, lead and motivate others
• 3+ years experience in an Accounts Receivable or Customer Service role
• Previous transportation experience preferred
• Bilingual fluency (Spanish/English) required
• Oracle NetSuite Experience
• Expert knowledge of Microsoft Suite, with an emphasis on Excel
• Demonstrated ability to take responsibility for area of assignment
• Strong interpersonal skills and ability to interact with all levels of management and internal and external stakeholders
• A natural problem solver, with a knack for developing solutions and the steps necessary to get there
• Strong critical thinking, judgment and decision making skills
• Self-starter with ability to work independently and as a team
• Highly organized with excellent time management skills and a high degree of accuracy and attention to detail

The Perks of Working With Us

• Take advantage of our benefits including monthly grocery vouchers, vacation days, savings fund, medical insurance (including dental and vision plans) and more.
• Leave the suit and tie at home; our dress code is casual.
• Enjoy office wide engagement activities, team events, happy hours and more!
• Work in our new Guadalajara office located in Torre 1500 (Av. Americas 1254) within the plaza, you'll find cafes and a wide variety of local restaurants.
• Start your morning with free coffee!
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!