Carrier Assistance Specialist

Location: About Descartes: 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 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 what’s most important to them. Learn more at www.descartes.com. We’re growing fast and invite you to join our amazing team. Company Overview Headquartered in Waterloo, ON Canada Descartes MacroPoint is a global freight visibility platform for shippers, brokers and 3PLs to get real-time visibility on the freight they have given to 3rd party carriers. Founded in 2011, MacroPoint’s patented, automated load monitoring and tracking software provides load location visibility, predictive analytics, and an automated communication platform to truly enable “Manage by Exception” capabilities. This cloud-based SaaS solution works on any cell phone, with existing in-cab ELD/GPS and trailer tracking devices, rail car providers, and other modes to provide real-time location monitoring and tracking, delivery monitoring, and event notifications to third parties. Integrated with a wide range of TMS systems, MacroPoint automates the entire process, eliminating the need for drivers to check in with dispatchers, and for shippers and brokers to check in with carriers. To date, over 1,000,000 drivers and millions of connected trucks are a part of the “MacroPoint enabled” network. Position Summary Transportation providers (carriers) are the life blood of the MacroPoint product. Carrier success directly impacts the success of our customers, and it is critical our team is available to assist enabling tracking. In this position, you will proactively engage dispatchers and drivers of trucking companies via phone to assist in setting up tracking, troubleshoot active tracking sessions, and train carriers to become successful long term with the MacroPoint product. The primary market for MacroPoint is in North America therefore hours for work would be 8pm-5am Philippines Standard Time. As a Carrier Assistance Specialist for our MacroPoint product, you will report to the Manager of Carrier Assistance of MacroPoint. Responsibilities: Coordinate with transportation institutions to increase freight visibility compliance Call carriers to obtain appropriate driver information to set up tracking sessions Call carriers to troubleshoot active tracking sessions by collecting correct vehicle information Assist drivers in downloading the MacroPoint for Truckers mobile application Collect and store contact information for carriers in the MacroPoint product Coach and train dispatchers at trucking companies on how to be successful with the MacroPoint product Configure appropriate outbound alerts to carriers based on desired contact information of company Qualifications: Excellent verbal and written communication skills Comfortable working with cloud software program Call center experience a plus Ability to build business relationships quickly Exceptional organizational skills Ability to multitask, prioritize and manage time efficiently Critical-thinker Previous working experience as an Outbound Representative is a plus Offer: We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas and we welcome your fresh perspective. This role is fully remote. 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. Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. 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.com . Job Segment: Cloud, Call Center, Compliance, Quality Assurance, QA, Technology, Customer Service, Legal, Quality