Share this Job

Title:  Customer Support Representative/Trainer

Location: 

Miami, FL, US, 33122

About Descartes: 

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 147,000 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; 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.

Job Summary: 

 

As a member of our Descartes Customer Support team, you will work in a dynamic environment providing support for customers out of our Miami, FL office.  You will be required to answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with the software or requesting assistance on specific software features.

 

Responsibilities: 

 

  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine a solution.
  • Analyzes customer responses within the context of Customs regulations and provides recommended solutions.
  • Manages assigned new customer implementation projects to ensure a timely completion.  Acts as the primary advocate of the project while explaining Customs procedures, scheduling tasks, and providing necessary training.
  • Identifies and escalates "system" problems to the Technical Support Department.
  • Logs calls into the support database.  Describes problem and resolution in clear and concise English.
  • Handles all calls with courtesy and professionalism.  Escalates unresolved customer problems, as needed, to Manager.
  • Participates in cross-training of fellow support representatives. Makes presentations to fellow support representatives on topics assigned by the Manager.  
  • Provides on-site or remote demonstrations of the software to current or prospective clients.
  • Provides training remotely or on-site to new users.

 

Requirements:

 

  • Minimum of 2 years customer service experience.
  • Excellent interpersonal skills
  • Excellent oral and written communication
  • Team oriented, with the ability to work independently 
  • Excellent problem solving capabilities

 

Highly Desired Skills:

 

  • Customs Brokerage certification and/or a four-year college degree
  • Experience within Transportation Management, Logistics or Supply Chain Industry 
  • Knowledge of international trade compliance regulations
  • Experience in the use of ABI and/or AMS software is particularly helpful.
  • Working knowledge of Windows operating systems and Microsoft Office Applications
  • Knowledge of EDI messaging and/or other data integration technologies is a plus

 

Compensation and Benefits:

 

Descartes offers strong encouragement and support for your personal success, along with an outstanding compensation and benefits package that includes:

  • Competitive Salary 
  • Paid Vacation Days 
  • Sick Leave 
  • Medical/Dental/Vision Plans 
  • 401(k) Retirement Savings Plan 
  • Career Development Support 
  • Educational/training Assistance for Full Time Employees

 

We are an Equal Employment/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. 

 

For more information about our commitment to equal employment opportunity, please review our EEO is the Law , Pay Transparency Nondiscrimination Statement, EEO/AA Statement

 

Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish)

 

Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at hrna@descartes.com. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.

 


Nearest Major Market: Miami

Job Segment: Customer Service Representative, Developer, Database, Cloud, Customer Service, Technology