Customs, Customer Support Representative

2 months ago

Windsor, United States Descartes Systems Group Full time

Title: Customs, Customer Support Representative Location: Windsor, ON, CA, N8W 5K8

**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 theyre needed, when theyre needed.

Were 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 whats most important to them. Learn more at .

**Were growing fast and invite you to join our amazing team.**

The Customer Support Representative will provide product/services information and resolve any emerging challenge that our customer accounts might face with accuracy and efficiency. To ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

**RESPONSIBILITIES**

* Supports customers on Descartes proprietary products and solutions.

* Answers, evaluates, and prioritizes incoming requests from end users

* Analyzes customer responses within the context of Customs regulations and provides recommended solutions

* Identifies and escalates "system" problems to the Technical Support Department

* Documents approved change requests

* Creates procedural and diagnostic documentation, for customers and internal users

* Interface with customer IT/IS department to facilitate technical support of Descartes proprietary software and applications.

* Analyzes and performs quality control of code changes

* Position can require pager on-call duty on a rotating basis and weekend work to support a 24x7 client base

* May include shift work

**QUALIFICATIONS**

* Bachelor of Science in Information Technology, or Bachelor of Information Technology (Computer and Communications Networks)

* Knowledge of Canada Customs Business Logic and procedures an asset

* Knowledge of Customs Brokerage operations and/or Freight Forwarding is an asset.

* Problem solving and critical thinking - Identifies and resolves problems in a timely manner

* Interpersonal Skills - Focuses on solving conflict, maintains confidentiality and professionalism

* Experience working within Linux/Unix operating systems

* Knowledge of EDI and communication protocol is an asset

* Solid IT skills are beneficial for the successful candidate

* Experience in the use of business applications in a Windows environment.

* Team oriented, with the ability to work independently

* Strong communication skills, both written and verbal.

* Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

**Location:** This role will be working remotely, however must be able to travel to our office in Windsor for training/meeting purposes.

**Join Us**

As we scale, were 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. Were 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: . Join a team thats 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 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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