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Title:  Customer Service Representative

Location: 

Pittsburgh, PA, US, 15205

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:

Descartes is a leading provider of Ocean Transportation Rate Management Systems and Ocean Publishing Services. The systems and services that Descartes supplies to many ocean carriers, 3PLs, shippers, and other ocean intermediaries allows them to manage, negotiate, and calculate ocean freight utilizing shipment parameters to a bottom line cost.

As a member of the Ocean Expertise team you will be working in a dynamic environment providing support to our customers 24x7.  This position is a temporary position working Monday through Friday working standard business hours, with occasional on-call weekend and evening support as requested by the manager.

RESPONSIBILITIES:

  • Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.
  • Troubleshoot Descartes application issues reported by customers.
  • Proactive application monitoring.
  • Maintain customer contact and incident information within ticketing application (SAP CRM).
  • Follow and develop procedural and diagnostic documentation.
  • Assist clients in the use of systems and applications.
  • Work with customers in establishing the appropriate expectation and response time.
  • Provide comprehensive first-tier phone support.
  • Ability to communicate in a professional manner.
  • Ensure proper call ticket escalation to internal departments.
  • Remaining flexible to changes in job duties, expectations, policies, and procedures.
  • Position requires some shift work and weekend work.
  • Position requires pager on-call duty on a rotating basis.
  • Perform other duties as required by your manager.

REQUIREMENTS:

  • University or College level in a computer science or technology program (or equivalent).
  • Minimum of 2 years experience working in application support environment.
  • Strong analytical and problem solving skills.
  • Ability to multi-task, prioritize effectively and work with a sense of urgency.
  • Team oriented, with the ability to work independently with significant attention to detail.
  • Strong organizational skills.
  • Strong communication skills, both written and verbal.
  • Must work well under pressure to meet the time sensitive demands of our customers.
  • Service oriented and solution driven.

DESIRED SKILLS:

  • Previous Help Desk Experience.
  • Database experience, including Informix and SQL Server.
  • SAP CRM experience is highly preferred.
  • Ability to learn quickly through real time training within a production environment.
  • Proficient with Microsoft Office products, including spreadsheets.
  • Experience within Transportation Management, Logistics or Supply Chain Industry.
  • Previous knowledge of Federal Maritime Commission regulations.
  • Previous knowledge of the Surface Transportation Board regulations.

 

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“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.”


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