Over-the-Road Customer Service Assistant – Logistics

About the role

The Over‑the‑Road (OTR) Customer Service Assistant supports drivers across Mexico by handling equipment breakdowns, coordinating maintenance, and ensuring timely deliveries. Based in Querétaro, the role works closely with operations, vendors and management to keep the fleet running efficiently.

Key responsibilities

• Respond to driver breakdowns and maintenance concerns, prioritising safety and operational continuity.
• Coordinate repairs with approved service providers, monitor progress and communicate status updates to drivers and internal teams.
• Maintain accurate records of repairs, estimates, invoices, purchase orders and vendor activity in company systems.
• Leverage warranty programs and vendor partnerships to optimise repair costs and service quality.
• Support departmental initiatives and continuous‑improvement projects aimed at fleet reliability.

Required profile

• Advanced English proficiency, both spoken and written.
• Experience in maintenance coordination, fleet maintenance or a transportation environment.
• Strong customer‑service orientation with the ability to communicate professionally with drivers, vendors and internal stakeholders.

Required skills