Customer Support Representative

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 they’re needed, when they’re needed. 

We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 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 what’s most important to them. Learn more at www.descartes.com.

We’re 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 various Technical Teams
• Documents approved bug fixes
• Creates procedural and Support 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 as needed
• Position may require on-call duty on a rotating basis and weekend work to support a 24x7 client base
• May include shift work driven by customer business needs
• Hours of work may be subject to change in accordance with business and operational needs

QUALIFICATIONS

• Bachelor degree in Business Commerce/accounting, Information Technology, Supply Chain/Logistics Management, or related field of study (or equivalent)
• Knowledge of general bookkeeping and exposure to Customs Brokerage accounting an asset
• A current Certified Customs Specialist designation CCS is required
• Knowledge of Customs Brokerage operations and/or Freight Forwarding is required.
• 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 (an asset)
• 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.

Compensation- The salary range for this position is $50,000–$55,000 CAD. Compensation information provided is a good-faith estimate for this position only. Factors that may be used to determine actual salary include the candidate’s specific skills and years of experience. Similar positions located in different geographic regions will not necessarily receive the same compensation or currency.

Join Us

As we scale, we’re 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. We’re 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 idea 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: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact.  Join a team that’s committed to working with customers to conserve resources and enhance sustainability.

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.

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. 

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.com. 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.