SENIOR CUSTOMER SUPPORT REPRESENTATIVE

Title : Senior Customer Support Representative Location : Toronto, ON, CA, M3H 2V2

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.

Reporting directly to the Director of Customer Success, the Senior CSR / Technical Account Manager will Drive and maintain overall health of 3-5 major accounts.

This is an exciting opportunity for an individual looking for a fast-paced environment in a high-growth organization where experience in the with trade compliance applications is highly regarded.

JOB RESPONSIBILITIES

Work collaboratively with the Descartes team to provide a high level of customer care

Focus on operational health of major accounts, including but not limited to successful onboarding of users, adoption of new technologies, process streamlines, ticket escalation / prioritization, customer enhancement.

Manage and resolve more complex tickets (tier 2 tickets) and partner with CSRs who will be handling tier 1 level tickets within your account.

Drive weekly or regular operational review calls with client, prioritize and resolve critical issues.

Ensure Descartes meets & exceeds service level agreements

Lead Customer QBRs focusing on performance, trends and provide recommendations for improvement.

Able to multi-task in a face-paced environment, set priorities within time constraints, and complete assigned tasks on time.

Update customer contact and call ticket information within an existing database.

JOB QUALIFICATIONS :

Excellent verbal and written communication skills.

2 years experience working in a Customer Account Management role

Experience ticket management software such as Freshservice, Zendesk or any other system

Exposure of mobile computing platforms (Android, iOS, Windows Mobile and Blackberry) will be nice to have

The ideal candidate must have a proven track record of consistently exceeding established measurements for goals and objectives

BS / BA in a related field or corresponding work experience.

Experience with CRM software is preferred.

Strong organizational, detail and interpersonal skills.

Work as a team player.

Location : This is a remote opportunity open to applicants authorized to work in Canada

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.