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Descartes (TSX:DSG) (Nasdaq:DSGX) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 220,000 connected parties using its cloud-based services. Customers use our modular, software-as-a-service solutions to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; access global trade data; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world's largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at www.descartes.com.
POSITION SUMMARY
Are you looking for an opportunity to work for a dynamic, growing organization? We are looking for an individual to join our team and be a part of the excitement and growth at The Descartes Systems Group Inc.! Working as part of a fast-paced, experienced team you will be responsible for providing 1st and 2nd line support for all client inquiries on all Descartes product and services.
This opportunity is ideal for an individual who is seeking experience and is enthusiastic about the prospect of working at a growing company with a global focus, who has a keen interest in learning and developing in the Customer Solutions field. We are seeking a reliable, adaptable individual with a proven record of delivering results under pressure who will thrive as both a team player and as an individual contributor.
RESPONSIBILITIES
The successful incumbent will have the following responsibilities:
- Provide 1st and 2nd line support for all client inquiries (email, phone, etc) on all Descartes product and services including: SkyBitz Telematics and Geotab Hardware.
- Respond with urgency to inquiries from customers/partners via email, telephone and live chat on product related issues or errors, escalating to the appropriate product teams/suppliers as needed.
- Track and follow up on any outstanding problems, keeping stakeholders informed of their status and confirming with them that the solution provided is satisfactory.
- Capturing, analyzing and resolving customer trouble tickets within a defined service level agreement.
- Work with a sense of urgency to achieve service level objectives without sacrificing the delivery of an outstanding customer experience.
- Complete root cause analysis on historical trouble tickets.
- Perform business intelligence/analytics on customer accounts.
- Work closely with other internal team members to provide customer updates.
- Keep up-to-date on new features or enhancements to our products and services, perform quality assurance on new products and solutions.
- Provide bid support on RFPs or quotations
- Identify competitive activities, changes in the market, new attrition drivers and recommend retention tactics.
- Provide feedback to direct manager and other internal teams to improve processes.
- as needed.
- Other duties as assigned
QUALIFICATIONS
- 1-5 years of Telematics/GPS customer service experience.
- Excellent problem-solving skills to deal with diverse/complex customer needs.
- Demonstrated ability to negotiate resolutions.
- Professional and customer focused - experience interacting with both internal and external customers
- Intermediate to expert level in Excel, Word and PowerPoint. Excel is must skills.
- Communicate in a clear, effective, manner both verbally and written.
- Self-managed – work within established guidelines with minimal scripting.
- Experience with a CRM, ie Fresh Service, SAP, an asset.
- Technical prowess, with the ability to quickly grasp complex technical concepts, in order to be easily understandable to a variety of end users.
- Ability to work independently and under pressure.
LOCATION
This position will be based out of our office in Mississauga, ON.
OFFER
We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas and we welcome your fresh perspective.
APPLICATION INSTRUCTIONS
Please submit your resume, and a covering letter describing why you are a unique fit for this position, to jobsna@descartes.com citing “Customer Solutions Specialist” in the subject of your message. We thank all applicants for their interest in Descartes; however only those candidates selected for an interview will be contacted. Agency calls will not be accepted. All final candidates will be required to provide professional references and complete a background check, which will include a criminal background check and may include a credit check and verification of education and previous employment.
Descartes is committed to equity and diversity. We are an equal opportunity employer and welcome applications from qualified individuals regardless of race, colour, ancestry, age, creed, sex, sexual orientation, gender identity or expression, disability, citizenship, ethnic origin, family or marital status. If you require accommodation at any time during the hiring process or would like a copy of this job posting in an accessible format, please contact Human Resources at jobsna@descartes.com or 1-800-419-8495.