At a Glance
- Tasks: Provide top-notch customer support and help users maximise our software's potential.
- Company: Join a leading tech company revolutionising logistics and supply chain solutions.
- Benefits: Enjoy competitive pay, flexible hours, and ongoing learning opportunities.
- Other info: Be part of a collaborative team in a modern office environment.
- Why this job: Make a real impact by helping customers succeed with innovative technology.
- Qualifications: Experience in logistics or customer service; tech-savvy and eager to learn.
The predicted salary is between 30000 - 40000 £ per year.
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.
We’re growing fast and invite you to join our amazing team.
Mission — Why This Role Exists
As BoxTop Technologies continues to grow its position as a leading provider of freight, logistics, and supply chain software solutions, we are seeking an Expertise Centre Support Agent to help our customers maximise the value of our platform. This role exists to deliver exceptional customer support, build customer confidence, and ensure users can effectively leverage our software to improve their operational performance.
Outcomes — What Success Looks Like
- Deliver consistently high-quality customer support, maintaining strong customer satisfaction and response time standards.
- Develop deep expertise in the BoxTop platform and become a trusted resource for customers and colleagues, providing accurate guidance and effective issue resolution.
- Reduce recurring customer issues by identifying root causes, documenting solutions, and contributing to knowledge-sharing initiatives.
- Successfully train and support customers to improve software adoption, utilisation, and user confidence.
- Collaborate effectively with internal teams to escalate, track, and resolve complex customer issues in a timely manner.
- Contribute to continuous improvement of support processes, documentation, and customer experience initiatives.
- Maintain strong industry knowledge across freight forwarding and logistics operations to better understand and support customer requirements.
Skills & Competencies — How the Work Gets Done
- Experience working within the Freight Forwarding, Logistics, or Supply Chain industry.
- Strong customer service and customer relationship management skills.
- Interest in technology and the ability to learn software applications quickly.
- Ability to troubleshoot, diagnose, and resolve application-related issues.
- Strong verbal and written communication skills.
- Confidence delivering user guidance, coaching, and training.
- Excellent problem-solving and analytical thinking abilities.
- Ability to manage multiple priorities while maintaining attention to detail.
- Previous experience supporting software users or business applications is advantageous.
- Prior experience with BoxTop software is beneficial but not essential.
Culture Add: TEAM Values
- We value team members who communicate with transparency, sharing information openly and building trust across functions.
- You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills.
- You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results.
- You are driven by metrics, using data and experimentation to inform decisions and deliver measurable impact.
Aptitudes
- Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
- Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
- Coachable: Open to feedback, willing to adapt, and continuously improving through learning.
What's in It for You
- Join one of the UK's best-known and fastest-growing freight software companies with an established reputation and strong market presence.
- Develop deep expertise in freight technology and become a trusted advisor to customers across the logistics industry.
- Gain exposure to a wide range of freight forwarding and supply chain operations, expanding both your industry and technical knowledge.
- Work within a collaborative, customer-focused team where your contribution directly impacts customer success and retention.
- Enjoy a high-autonomy environment with minimal bureaucracy, modern tools, and a strong focus on delivering value to customers.
- Be based in modern, air-conditioned offices in Windsor town centre alongside experienced support professionals.
- Benefit from a competitive salary and comprehensive benefits package.
- Access ongoing learning and development opportunities that can support progression.
Location: Windsor, United Kingdom
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.
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.
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.
Expertise Centre Support Agent employer: Descartes SmartCompliance
Descartes is an exceptional employer, offering a dynamic work environment in the heart of Windsor, where innovation meets collaboration. Employees benefit from a competitive salary, comprehensive benefits, and ongoing learning opportunities, all while contributing to a mission-driven company that prioritises sustainability and customer success. With a strong focus on employee growth and a culture that values transparency and accountability, Descartes empowers its team members to make a meaningful impact in the logistics and supply chain industry.
StudySmarter Expert Advice🤫
We think this is how you could land Expertise Centre Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Descartes SmartCompliance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Descartes SmartCompliance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Expertise Centre Support Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Descartes SmartCompliance:Your cover letter is your chance to shine! Tell us why you want to work at Descartes SmartCompliance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Descartes SmartCompliance!
How to prepare for a job interview at Descartes SmartCompliance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
