Specific Accountabilities

• Competent and independently analyze issues raised from system users and recommend a course of action for correction or further analysis, implement solutions to solve issues.
• Be capable of trouble-shooting, finding and detailing of issues and escalation of such issues to the 3rd level support team in Europe.
• Pro-active product check tasks (error and active messages) and system checks tasks (operational flow) according to SOPs.
• Setup and support for trading partners, participation in new customer on-boarding process.
• Cargowise system operation, especially on booking / operation function, support the flow of carrier bookings from Cargowise to Cargoo for key accounts.
• Participation in handover on a global basis according to handover procedures.
• Track and record time spent per ticket so that KPIs and SLAs can be fulfilled according to customer agreements.
• Ticket handling according to ITIL / internal processes and solution SLAs.
• Write training manuals and train users.
• Pull reports from the system for operational, financial and management purposes.
• Other tasks assigned by the supervisor / manager.

Skills Required

• 
  Knowledge of freight forwarding and logistics.
• Excellent English communication skills.
• High degree of customer service orientation and precise working methods.
• Skillful communication with internal and external clients.
• Timely email reply manner, which shall be clear and concise at all times.
• Quick pick-up, understanding and commitment to always follow client specific and internal company work processes, SOPs and KPIs.
• Constand focus on Continuous Improvement, making recommendations for the improvement of client specific and internal company work processes, SOPs and KPIs.
• Have the sense and responsibility regarding work
• Flexibility and resilience.
• Good team spirit.
• Have a startup mindset, to match with our fast growing company environment.

Experience and Qualifications

• At least 2 years of working experience in IT filed.
• Bachelor’s or above degree in computer science, information technology or related field.
• CET 4 or above.
• EDI development or support experience is preferred.

ITIL support flow organization is preferred.

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