Customer Service Associate
1 week ago
Description
7LFreight digitizes domestic and international rate management, quoting & booking for over 3500 logistics providers and carriers globally. Plainly put, we help our customers move the world. We do this by offering incredible technology that simplifies the working life of the people who help get the goods we all use wherever they need to go
We're not alone either. 7LFreight is a proud part of the Freightos Group, a logistics technology company that aims to make global trade frictionless. We work with some of the largest companies in the world and are traded on the Nasdaq (CRGO).
As one of the largest tech platforms for a huge industry (the phone or computer you're reading this on was, after all shipped), we've been crushing it with double-digit growth, year after year.
We are already the world's largest digital air cargo booking platform and we have a lot of people who are already coming to us from companies of all shapes and sizes. We also have a lot more prospects who don't know how much better we can make their freight lives.
As our Customer Service Associate (or Superstar of the Sky, if you prefer a hero name), you'll help manage the hopefully very, very rapidly growing number of eBookings. Which means you'll:
Responsibilities:
* Monitor all eBookings placed on-platform like a hawk to ensure that every bit and byte of data is transferred effectively from the freight companies on our platform to the airlines. Yes, there's a lot of tech involved but trust us, we'll help you learn how to use it.
* When you're moving EVERYTHING in the world, things happen. But that's why you're there. Like a Shiping Sherlock Holmes, you'll track and investigate eBookings issues.
* When things go wrong, you'll ring the alarm bells, escalating appropriately to the right people.
* Customers come first (once we've had coffee). You'll be there on the front-line, as the point of contact for our users, providing live support via chat, and back office support working on tickets, following up with Freight Forwarders to ensure that everything goes so well when they eBook, they prefer to book air freight than hang out at pool parties. As a matter of fact, they'll enjoy it so much that they'll come back and book again.
* We love our airlines too. So you'll serve as the point of contact for airlines to resolve any technical or operational discrepancies related to eBookings.
* As you gain on the ground insights, you'll document feature requests and help prioritize our roadmap. Trust us, it feels amazing when you get to tell a customer something they asked for is being developed. Cherish it.
* Like Buzz Lightyear in Toy Story, you've got a friend. Together with our User Engagement Specialist, you'll help automate communication and streamline on-platform training.
Requirements
Basic Requirements
* Tech-savvy; be comfortable using multiple platforms and web-based tools
* From Arkansas to Argentina, Stockholm to South Africa, our customers are everywhere. You have up to a year of experience being in contact with clients around the world (Customer Service, Project Management or similar).
* When you're talking about this scale, that unicorn paper notebook won't cut it. You'll need at least one year of experience using software to manage tasks and/or support tickets.
* Methodological, organized and detail-oriented as we're all around the world, you must be able to prioritize and manage multiple issues and tasks at the same time.
Preferred Requirements
* Experience in a fast-growing transactional business.
* Logistics or supply chain skills. And no, ordering stuff on Amazon doesn't count.
* Additional languages would be great.
* API knowledge; understanding how to read JSON requests and responses.
* Preparing and presenting update reports.
Location: Portland, Oregon USA
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