Job Details
Title: Customer Support Manager Location: Hamburg, DE, 20457 DE
**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.**
**POSITION SUMMARY**
Descartes is a leading provider of Ocean Transportation Rate Management Systems and Ocean Publishing Services. The systems and services that Descartes supplies to VOCCs, NVOCCs, shippers, and other ocean intermediaries allows them to maintain global rate repositories, manage allocation, and maintain detention and demurrage charges. Descartes Portrix Expertise Center is responsible for providing customer support for internal and external Global Pricing Manager (GPM) customers. Outside of critical issues, the normal support service is available each German business day during the hours of 0800 to 1800 CET.
As the manager of the Portrix Expertise Center (PEC), you will be responsible for organizing support operations, establishing an interdepartmental cross training curriculum, and assuming the eventual additional duty of a GPM feature subject matter expert. Additionally, PEC members are expected to participate in scrum meetings and prioritize bug fixes.
**RESPONSIBILITIES**
Position responsibilities are situated in the following domains:
* Manage the expertise center personnel
* Mentor and counsel team members
* Manage the support call ticket queues
* Maintain, monitor, and interpret departmental Key Performance Indicators (KPIs)
* Create and implement an inter-departmental cross training program
* Provide customer support for internal and external customers
* Acknowledge, evaluate, and prioritize incoming customer support requests
* Provide customer assistance via phone, e-mail, WebEx, Chat, TeamViewer, and Descartes support portal
* Troubleshoot and diagnose reported issues
* Maintain customer contact and incident information within the customer support ticket application
* Follow and develop procedural and diagnostic documentation
* Ensure proper call ticket escalation to higher echelon support team
* Eventually become a subject matter expert on at least one of the application features
**REQUIREMENTS**
* Bachelors degree or equivalent work experience
* Previous experience managing a customer support department
* Strong analytical, clerical, and organization skills
* Ability to manage remote team members
* Strong leadership skills
* Project management skills
* Strong German and English verbal and written communication skills
* Ability to work under pressure to meet both short- and long-term deadlines
**Additional Consideration**
* Knowledge of ocean carrier operations
* Rate management experience
* Supply Chain Management experience
* Freight audit experience
* SQL scripting
**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.
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/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our , , . Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. .
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 ...@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.