Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group is a leading logistics and supply chain technology company that provides innovative solutions to enhance productivity and streamline operations. The Customs Brokerage Support role is essential in delivering expert customer support, ensuring smooth operations in complex customs and logistics environments.
Responsibilities
- Deliver high-quality customer support by resolving ≥90% of inbound inquiries within SLA, maintaining strong customer satisfaction scores (CSAT)
- Reduce repeat issues by improving documentation and support procedures, leading to a measurable decline in recurring tickets within 12 months
- Increase customer product adoption through training and guidance, resulting in expanded usage of key platform features across accounts
- Diagnose and resolve technical issues efficiently across Descartes logistics and customs platforms, minimizing downtime for customers
- Strengthen cross-functional resolution workflows by collaborating effectively with Product, Engineering, and QA to resolve complex issues faster
- Maintain accurate and actionable support records to improve knowledge sharing and enable data-driven support improvements
Skills
- Working knowledge of customs brokerage processes and tools (e.g., ABI, AMS, FTZ workflows) is a mandate
- Experience supporting software applications in logistics, transportation, or supply chain environments
- Ability to troubleshoot technical issues across platforms, integrations, and user environments
- Strong proficiency with Microsoft Windows and Office tools
- Familiarity with EDI or system integrations
- Experience with Descartes solutions (e.g., OneView, NetCHB, QuestaWeb)
Benefits
- Growth opportunities: Expand your technical and domain expertise in customs, EDI, and logistics platforms with opportunities to deepen specialization
- Visibility & collaboration: Work cross-functionally with Product and Engineering teams, influencing product improvements through customer insights
- Flexible work environment: Remote-first setup with autonomy and ownership over your work
- Tools & exposure: Hands-on experience with industry-leading logistics technology and complex customer environments
- Supportive team culture: Collaborative environment focused on learning, problem-solving, and continuous improvement
- We offer competitive compensation, great benefits, remote and flexible work hours
- 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 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 [email protected]. 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.
Company Overview
Descartes provides cloud-based logistics and supply chain management solutions to improve productivity for businesses. It was founded in 1981, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.descartes.com/.