Job Description

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 26,000 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  

 
We’re growing fast and invite you to join our amazing team. 

Headquartered in Cleveland, Ohio, 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, Descartes 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 smart 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, Descartes 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 “Descartes MacroPoint enabled” network.

 

Position Summary

As a Carrier Success Representative at Descartes MacroPoint, you will play a crucial role in ensuring the successful onboarding and continuous compliance of carriers. Your primary objective will be to achieve the highest levels of data quality for your key account customers. In this role, you will proactively identify and creatively resolve carrier issues, ensuring they fully utilize and benefit from the Descartes MacroPoint product. Your efforts will play a pivotal role in improving overall customer experience and satisfaction through efficient carrier management and support.

Responsibilities: 

• Customer and Carrier relationships:
• Build/maintain relationships with key customers, develop an understanding of their business model.
• Proactively monitor and analyze carrier compliance metrics to identify areas of improvement.
• Provide feedback and support to both customers and carriers to drive operational efficiencies.
• Educate and train on carrier activations.
• Conduct training on self-service activation process and benefit of leveraging the platform to manage carrier base. 
• Distribute educational materials, including guides, tutorials, and FAQs, to assist carriers in the activation process.
• Offer one-on-one support and troubleshooting for carriers experiencing difficulties with activation.
• Facilitate carrier action items per key customer accounts:
• Identify and prioritize action items for carriers to ensure smooth onboarding and ongoing engagement.
• Coordinate with internal teams to address carrier-related issues and ensure timely resolution.
• Track progress on carrier action items and provide regular updates to end users.
• Foster a proactive approach by anticipating potential issues and addressing them before they escalate.
• Collaboration with Customer Success:
• Work closely with the customer success team to manage joint accounts, ensuring seamless coordination and communication.
• Participate in regular strategy meetings with the customer to align on account goals, strategies, and action plans.
• Share insights and updates on carrier performance, challenges, and successes with the Customer Success team to maintain a unified approach.
• Customer Goals and Initiatives
• Understand the specific goals, initiatives, and KPIs of key accounts to tailor carrier management strategies accordingly. 
• Align efforts with customer success manager to support revenue retention and growth objectives.

Qualifications:
• At least 3 years of experience in a customer-facing role, with a demonstrated history of achieving high levels of customer satisfaction in a project-oriented environment.
• Showcase ability to be a self-starter with a strong orientation towards achieving goals.
• Exceptional verbal and written communication skills, with proven examples. Ability to clearly and concisely relay information from various departments to customers.
• Proven ability to quickly build and maintain strong business relationships.
• Proactive in identifying issues and implementing effective solutions.
• Highly skilled in project management, with a track record of successful project delivery.
• Excellent organizational skills, with the ability to manage multiple priorities efficiently.
• Prior experience in a SaaS software product company is highly desirable.
• Background in supply chain, logistics, or transportation services is advantageous.
• Proficient in systems testing and troubleshooting, with hands-on experience.
• Fluent in Spanish and English 

Salary Range: $45,000 to $55,000 USD.  Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

Location: This is a remote opportunity, open to applicants authorized to work in Canada or the United States. Preference given to those bilingual applicants who speak Spanish and English.

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.

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 that’s committed to working with customers to conserve resources and enhance sustainability. 

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. 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/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 EEO is the Law , Pay Transparency Nondiscrimination Statement , EEO/AA Statement . Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish) . 
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. 

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