CUSTOMER SUPPORT ASSISTANT

Description

Job Summary: This role focuses on generating and tracking shipping guides, analyzing shipment follow-up, and communicating special cases and data updates to ensure excellent customer service. Key Highlights: 1. Manage the registration and creation of shipping guides. 2. Track and analyze shipments for customers. 3. Proactively communicate special cases and data updates. Commercial City: FEDERAL DISTRICT Publication Date: Feb 26, 2026 Working Hours: 9 AM to 6 PM Description: ***5. PRIMARY RESPONSIBILITIES*** *Describe the main responsibilities of your position, focusing on the most important ones.* *Please draft each responsibility according to: What do you do?, How do you do it?, and Why do you do it? (Average 5 to 8 responsibilities; if fewer, no need to fill all fields; if more, use as many boxes as needed)* ***Responsibility Description*** *1.* *What do you do?* *Generate shipping guides* *How do you do it?* *By entering sender and recipient data into "SCI" (Interactive Command System)* *Why do you do it?* *To expedite package pickup* *2.* *What do you do?* *Execute registration and creation of shipping guides* *How do you do it?* *By generating reports called manifests* *Why do you do it?* *To maintain a record of guides generated in "SCI" (Interactive Command System) and to close the client’s daily report* *3.* *What do you do?* *Analyze shipment tracking for customers* *How do you do it?* *By monitoring shipments generated in the tracking system* *Why do you do it?* *To validate the package status and location so the customer knows where their shipment is.* *4.* *What do you do?* *Report special cases* *How do you do it?* *By communicating with the account executive or account advisor* *Why do you do it?* *To coordinate with involved departments and deliver optimal customer service* *5.* *What do you do?* *Report data updates* *How do you do it?* *By entering updated sender and recipient data into the command system* *Why do you do it?* *To generate guides with accurate data* ***6. DECISION-MAKING*** *Describe the types of decisions made to fulfill job responsibilities without requiring prior approval. Example: Invoice authorization; customer issue resolution, etc.* Shipment tracking with customers *Type of decision made jointly with the immediate supervisor or negotiated with them. Example:* *Authorization of expenses exceeding a certain threshold; resolution of atypical issues, etc.* ***7. INTERNAL RELATIONS*** *List departments/areas you collaborate with and describe the objective and impact of that collaboration on your job activities.* ***Position, Department and/or District*** ***Explain the Objective of the Internal Relation*** *Sales Advisor* *To follow up on customer needs* *SCI* *For shipment tracking* *Technical Support (Help Desk)* *For issues with "command"* ***8. EXTERNAL RELATIONS*** *List external relationships or contacts held by this POSITION.* ***Entity, Customer and/or Supplier*** ***Explain the Objective of the External Relation*** *Customers* *To generate shipping guides and provide support by clarifying questions and resolving issues.* ***9. POSITION PROFILE*** *Indicate the minimum education level, second-language proficiency, and experience required to hold and perform this position. Do not necessarily list your own education and experience, but rather what the position holder should possess.* *Ensure that the knowledge and experience specified are the absolute minimum required to carry out the position’s duties.* ***9.1 EDUCATION LEVEL*** *(Required academic degree)* ( ) Junior High School (X) High School or Technical Degree ( ) University Degree ( ) Master’s Degree ***9.2 INCLUSION OF PERSONS WITH DISABILITIES*** *Persons with disabilities may be included in this position:* ( ) Motor ( ) Sensory ( ) Intellectual ( ) Cognitive ***Specify field of study*** ***9.3 LANGUAGE:*** *Indicate the required language and the required proficiency level for each skill area.* **Not Applicable** ***Speaking*** ( ) Basic ( ) Intermediate ( ) Advanced ***Writing*** ( ) Basic ( ) Intermediate ( ) Advanced ***Reading*** ( ) Basic ( ) Intermediate ( ) Advanced ***9.4 OTHER REQUIRED KNOWLEDGE*** *Indicate, if applicable, any other specific knowledge required to perform this position that is not acquired during onboarding or daily work. Example: knowledge of a particular IT application, certification, commercial knowledge/skills, tax updates, Microsoft Office suite, etc.* **Microsoft Office Suite** ( ) Basic (X) Intermediate ( ) Advanced **Interactive Command System** ( ) Basic (X) Intermediate ( ) Advanced