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Title:  Customer Support Representative

Location: 

Woerden, NL, 3442 GT

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 Description

TM Infodis provides a rich, functional transportation management network-based solution that handles specific logistics requirements. The solution manages both inbound and outbound purchased transportation and is used by multiple large international companies.

 

In the role of Customer Support Representative, you are part of the TM Expertise Center of Descartes. The Expertise Centre is the first point of contact to answer questions and resolve issues regarding the TM Infodis product.  As we strive to deal with the many varied queries and issues at a first point of contact the successful candidate will gain detailed knowledge of the product.  Knowledge of and interest in transport, websites and message (translations) are also important.

 

A strong client relationship together with an understanding of their unique set-up is important. There will also be close interactions with other Descartes teams to discuss issues and provide input to product development.

 

We offer

  • A pleasant informal working atmosphere
  • A challenging job in terms of content
  • A dynamic working environment with large international customers
  • Attractive primary and secondary employment conditions
  • A joint lunch with all colleagues every day
  • Opportunities to expand into other areas of the Descartes business

 

Responsibilities

  • Responding and resolving tickets within the client’s Service Level Agreement
  • Work with team members to ensure backlog of tickets are being addressed
  • Work with other Descartes team members to report recurring issues and understand root causes
  • Maintain good communications with clients both on status of tickets and new releases and outages
  • Development of knowledge articles to share across team and users
  • Possible involvement of KPI reporting and service meetings

Job Requirements

Essential:

 

  • You have excellent analytical and problem-solving skills
  • You are interested to work in a complex, challenging and technical environment;
  • You have strong communication skills both orally and writing
  • You have a strong knowledge of the dutch and English language
  • You are enthusiastic and eager to learn
  • You are a team player, but you can also work independently where quality is always paramount
  • You are flexible, stress-resistant and customer-oriented

 

Nice to have:

 

  • You have knowledge of transport and logistics;
  • You have knowledge of IT and EDI;
  • You have skills in training and documentation

 

 

 


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