At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.
Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity
As an Customer Service Associate with FourKites you’ll be the mastermind behind our customer experience - managing our customers and carriers experience through internal and external relationships and technical expertise. You’ll become an industry expert, partnering with carriers, brokers and shippers to unify communication in one place - the FourKites platform. This is a remote opportunity based in Poland.
What you’ll be doing:
Be able to work in any designated shift
Provide high quality support via phone, email in order to troubleshoot and resolve any issues
Become a product expert - you will be the go-to resource for understanding how our product works. Advocate customers on how to use our solutions.
Identify and recommend process improvements to deliver the highest level of customer satisfaction.
Highlight product bugs and partner with our engineering team to proactively get them fixed before they impact our customers
Create Jira’s with engineering team with accurate analysis of customer reported product defects, that translates into confirmed bug fixes
Assist sales and customer success team by providing timely responses related to FourKites solutions
Proactively prioritize product bugs with engineering and escalate any delay in delivery of bug fix
Educate and support all internal users by sharing solution knowledge so that they are self reliant
Work in coordination with the sales and operations teams to provide product-based support.
Identify detailed solutions for customers and communicate effectively with leaders from enterprise customers.
Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams
Provide product training & demos to internal and external customers
Perform UAT on product releases
Stay current with emerging technologies and industry trends
Maintain superior time management, organization skills and attention to detail
Demonstrate ability to adapt to a fast paced and changing technical environment
Ensure KPI’s are exceeded
Drive root cause analysis, and champion problem resolution
Operate with minimal supervision and collaborate with peers
Review and measure individual performance against OKR’s
Be a team player and collaborate with global team members to share best practices
Deliver continuous improvement and innovation in operations
Who you are:
You love variety and can manage multiple projects at the same time. You can jump from a call to an excel spreadsheet to a cloud CRM with ease, and execute flawlessly in each thing you do. You are obsessively organized, detail-oriented, and driven.
You thrive in fast-paced environments and are comfortable with ambiguity and lack of structure
You enjoy solving challenging problems using critical thinking and creativity
Entrepreneurial spirit - you make things happen and proactively step up when you recognize an opportunity
Intelligent with strong verbal and written communication skills
Comfortable talking to a wide variety of people, including leadership
Insatiable curiosity - you love learning new things
Demonstrated technical knowledge
Ability to extract, analyze and report on data; knowledge of database tables & SQL
Intermediate to advanced knowledge of Excel required
Working knowledge of Salesforce or other ticketing systems preferred
Familiarity with cloud software and developer tools, and is eager to learn new skills
Experience with API’s and integration of enterprise SaaS applications. Knowledgeable in using Postman a plus.
Strong knowledge of common data formats such as JSON and XML preferred
Desirable Skills
Strong understanding of Java, Spring Framework, and object-oriented programming principles
Familiarity with front-end technologies such as HTML, CSS, and JavaScript
Good knowledge of RESTful APIs and microservices architecture
Our Requirements:
Fluent in German and English (Mandatory), Polish
Bachelor's or master’s technical degree from an accredited university preferred but not necessary
3-5 years of experience working as a product / application support engineer with a development background preferred
Proven ability to debug and troubleshoot complex issues and find resolutions
Proficient in MS Office, Google Apps, and CRM tools
Customer facing experience
Experience in logistics or SaaS a plus
Who we are:
FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transform their business and create more agile, efficient and sustainable supply chains.
FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work. Parental leave for all parents, volunteer days and we provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. And we're always listening for new ways to support everyone in and out of the office.
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