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Title:  Team Leader, Customer Support

Location: 

Łódź, PL

About Descartes: 

Descartes Unites the People and Technology that Move the World
The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex.  By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed. 

 


We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 22,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them. Learn more at www.descartes.com. 
 
We’re growing fast and invite you to join our amazing team. 

 Descartes’ Expertise centers are the core part of Descartes Customer Support. Customer Support representatives in each Regional Expertise Center are subject matter experts for the products associated to their center and work with other Regional Expertise Centers enabling us to provide ‘Follow the Sun’ service and redundancy when possible.  When an opportunity arises, or a customer has a question about the products they use, the applicable expertise center is the first stop for the right answer.

 

We currently have an open position for a Team Leader,  Customer Support in an Expertise Center, responsible for the support of our Peoplevox product which is part of our expanding e-commerce suite. We have a wide range of clients across the globe including Europe, Australia, and North America.

 

As Team Lead, you will lead the Expertise Center team members on a day-to-day basis by managing and reducing open and escalated incidents according to Descartes’ SLA’s, as well as the escalation manager for the customers. You will ensure proper documentation and handovers are set up and shared within the team and address day-to-day HR activities such as holiday requests, planning, rotas, performance evaluations and contribute to the recruitment and training of new team members. As part of the European Customer Support Department, you will work closely with other departments such as Product Development, Professional Services and R&D to help resolve recurring issues. You will report directly to the Expertise Centre Manager (e-commerce EMEA).

 

The successful applicant will be based out of our office Lodz, Poland and must be available for meetings at client’s offices and other Descartes offices, which may include occasional overseas locations.   Expertise Center hours of business are between 06:00-20:00 CET.

 

RESPONSIBILITIES 

  • Supervises and provides direction to the Support Team.
  • Manages the day-to-day activities of the Customer Support team, including monitoring and mentoring staff.
  • Provides feedback and guidance to support teammates by personal talks such as performance reviews and regular one on ones.
  • Monitors, analyses and reports the effectiveness of the Expertise Center and identify problems.
  • Creates repeatable and predictable processes in alignment with the Support team’s objectives and goals.
  • Works with other Descartes’ teams to drive down issues/problems to achieve a 1st class service and product excellence.
  • Responsible for the recruitment, trainings, and supervision of the Customer Support Team
  • Travels for short and long trips when the business needs it.
  • Assists the Team members with operational details.
  • Leads the teams in achieving creative excellence and meeting client's expectations.
  • Is responsible for handling escalations.

 

EDUCATION AND EXPERIENCE

  • Bachelor's degree or equivalent
  • You have minimum 3 years of successful Customer Support experience
  • Exceptional understanding of customer service, technical issue resolution and support best practices.
  • Understanding of Change Management and change processes in organizations
  • Experience in data analysis and dashboards to create KPI reporting’s
  • Strong communication skills and IT skills
    • useful experiences in at least 3 of following technologies: AWS, C#, .NET, MS SQL Server, MySQL, RabbitMQ, SOAP, REST
  • You are proficient in Polish and English (written and spoken)
    • additional language skills preferable
  • Knowledge of or affinity with E-Commerce / Logistic solutions and processes is considered an advantage but not essential.

 

GENERAL SKILLS AND ATTITUDE

  • You are disciplined with good time management skills;
  • You are able to and willing to work under pressure to meet deadlines;
  • You are able to and willing to work beyond office hours when needed;
  • You have a high standard of quality;
  • You have experience with Incident Management Systems & ITIL;
  • You are customer focused;
  • You possess strong communication and documentation skills;
  • You are service oriented and solution driven;
  • You possess highly developed problem-solving skills;
  • You’re also a People Manager: you will organize and be accountable for timelines, status reports, Out of Hours work schedules and internal reviews of your teams;
  • You will lead the teams in achieving creative excellence and meet client’s expectations;

  

Join Us 
As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. At Descartes, everyone has a voice and the best argument wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory. 

 

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact.  Join a team that’s committed to working with customers to conserve resources and enhance sustainability. 

At Descartes, everyone has a voice and the best argument wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory. If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience. 

 

Due to COVID-19, we've implemented a virtual hiring process and continue to interview candidates by phone or video (Microsoft TEAMS) and are on-boarding new hires remotely. We value the safety of each member of our community because we know we're all in this together. 


We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com.  


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