Customer service specialist

This role is primarily responsible for the day-to-day support of production applications within e2opens global supply chain and logistics platform, specifically in the domain of international ocean transportation. The focus is on delivering exceptional customer service by understanding client operational requirements and ensuring that e2opens solutions effectively meet those needs. The individual will act as a key liaison between customers and internal teams, ensuring smooth application performance and prompt issue resolution to maintain high service standards.

RESPONSIBILITES:

• Provide exceptional overall customer experience to clients using time-sensitive, mission critical applications.
• Research, diagnose, and respond to client inquiries in an expeditious, thorough and professional manner.
• Ensure KPIs are met consistently to achieve customer experience excellence.
• Manage customer inquiries received via CRM through three primary channels: Live Chat, Phone Calls, and Emails.
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.
• Be able to work independently and with cross functional teams to troubleshoot and resolve complex problems.
• Be proactive in identifying preventative measures and early warning mechanisms to reduce customer issues/escalations.
• Build, maintain, and utilize support procedures and knowledgebase articles.

QUALIFICATIONS AND EXPERIENCE:

• Any bachelor's degree preferred.
• Any Technical Degree/Diploma in Computer or Equivalent will be a plus.
• 1-3 years of work experience is preferred.
• Strong and fluent English communication skills, both written and verbal, with the ability to engage effectively across global teams and customers.
• Proficient in Microsoft office for daily operations.
• Working knowledge of SQL for querying and troubleshooting data-related issues.
• A customer-centric mindset with a commitment to delivering high-quality service and support.
• 5-day work week with rotational shifts as per business needs.
• Flexible to work on weekends and holidays if needed.
• High attention to detail and technical problem-solving/troubleshooting skills.
• Ability to work well both in a team environment and independently under minimal supervision.
• Comfortable working under deadlines and managing multiple priority customer cases.
• Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software preferred.
• Familiarity with EDI standards and formats is an added advantage.
• Basic understanding of ITIL, incident and problem management is a plus.
• Experience with Salesforce/JIRA or equivalent CRM software.