Building a Customer and Carrier Support Team through Nearshoring

Rapido recently partnered with Freight Caviaron a poll asking their followers what roles they most rely on from anearshoring team, and the results overwhelmingly pointed to customer andcarrier support. Today, many logistics companies are turning to partners tohelp them build nearshore teams, allowing them to streamline their costs andoperations. While there are several roles you can leverage in nearshoring, fromback-office administration to customer and carrier sales, it is customer andcarrier support that most businesses are leaning into.

5 Benefits of a nearshore customer& carrier support team

There are several benefits to nearshoring a customer and carrier support team, from time and cost savings to scalability and cultural alignment.

Time savings on repetitive tasks

Many customer and carrier support roles require repetitive tasks, such as dispatching, tracking, and tracing.Offloading some of those tasks to a nearshore team will give your local teams more time to focus on strategic, high-value tasks.

Cost savings

Countries like Mexico offer lower labor and commercial real estate costs, making nearshore teams more cost-effective.Companies can optimize their operational budgets without sacrificing service.

Faster onboarding and training

Many roles within customer and carrier support are entry-level positions that don't require a deep background in logistics.With a nearshore team, you can quickly onboard team members without devoting valuable internal time and resources to training. Choosing a nearshoring partner with deep knowledge of your industry is crucial for handling training and onboarding.

Improved scalability

Customer and carrier support roles get exceptionally busy with customer inquiries during peak season. Nearshoring allows you to efficiently and cost-effectively scale your team to meet increased demand.

Cultural alignment

Unlike offshoring, nearshoring partners offer similar time zones and a cultural affinity to the US, enabling enhanced collaboration and communication between local and non-local teams.

Roles within customer & carrier support

When partnering with a nearshore provider, you have the flexibility to build a team that fits your needs. You can work with your partner to choose the right roles for your team. Within a customer and carrier support team, there are several functions that you can choose from.

‍

·     Track and Tracing (24/7)

·     Account Management

·     Dispatch

·     Carrier Operations

·     Customer Operations

·     Pricing Support

·     Customer Service

·     Appointment Scheduling

Building a successful customer and carrier support team with Rapido

Your customer and carrier support team members represent your brand on the frontline. These roles are essential to your organization's overall success, so building this team should be done with care.At Rapido, we understand the importance of your brand and reputation. We prioritize every step of the process — from hiring and training to ongoing management and development — to ensure your nearshore team represents your brand and provides the high level of service you and your customers have cometo expect.

Thoughtful hiring

The first step in building a high-performing nearshore team is hiring the right people. Effective recruitment strategies —including writing accurate job descriptions, thoroughly vetting candidates, and prioritizing cultural compatibility as well as technical skills — will allow you to attract top talent, develop successful teams, and improve employee retention.

Training your nearshore team

A positive onboarding experience is just as significant as a positive company culture because first impressions can have a lasting impact on employees' well-being and performance. It's essential to set your nearshore team up for success with a comprehensive training program that prepares them for their day-to-day tasks and the expectations of their roles.Rapido's training program covers Logistics 101 to teach new employees the ins and outs of the industry, as well as specialized training on your specific workflows.

Growth and Development

With nearshoring, you should get a high-performing team and an ongoing partnership that will grow and develop as your company's needs evolve. At Rapido, we provide support and performance management to ensure your team members meet their key performance indicator sand your expectations. Consistent communication, regular performance reporting, and quarterly business reviews all contribute to the success of your nearshore team.

Partner with Rapido

Rapido has experience building high-performing teams across multiple disciplines — not just customer and carrier support. From creating a successful team to providing ongoing support, lean on Rapido for your nearshoring needs. Get in touch today to learn how Rapido can help you design a nearshore team tailored to your business.