Qui sommes-nous ?
Traxens is transforming the industrial supply chain by delivering added-value data, analytics, and the expertise needed to give customers complete visibility into their assets anywhere in the world.
We envision a world where Traxens valued data analytics are at the heart of millions of connected assets, merging physical and digital worlds in supply chain and asset management.
Customer Support Associate
- Type de contrat : 165752364w
- Type de contrat : CDI
- Niveau d'études : Bac + 3
- Expérience requise : 1 à 2 ans
- Salaire : 30000/32000
- Lieu de travail : MARSEILLE
Mission
Fonctions et responsabilités :
The Customer Support Associate is in charge of managing all kinds of customers (shipping lines, cargo owners, forwarders) as soon as the sale is closed, and perform all related duties to ensure smooth project start, customer satisfaction with the Traxens experience and customer retention. He/she also solves and/or reports issues related to their customer base.
Missions
1) Onboarding of projects
Work with carriers, Sales Enablement and other Support teams to get projects started
Set up of parameters in the Traxens System
Train customers for Traxens use
Pro-active commercial approach to identify use cases and pro-actively enhance customer experience
CRM tool update
Attend all customer trainings, calls and kickoffs
2) Monitoring customer projects and fleet
Ensure cleanliness of the data and service, and its stickiness to our SLAs
Follow up box-related incidents with shipping lines
Interact with other teams to ensure a great customer experience
Propose improvements based on your day-to-day tasks and interactions with customers
3) Providing great customer support
Answer customer requests and questions, ensure Traxens meets their needs
Build technical/business knowledge to deal with most common requests (platform, installation and IoT-related)
Use the ticketing system to record, keep track of and solve those issues, according to our SLAs
Use those feedbacks to take part in the continuous improvement of the solution
Profil recherché
Licence or Master degree in customer support / project leader
Customer management soft skills, good business relationships
Written and spoken English a must, French a huge plus, Chinese appreciated
Excellent written and oral expression
Good analytical skills
Excel proficiency, Access a plus
Rigor and accuracy
Adaptability
Intellectual curiosity, autonomy
Familiarity with data business
First experience in shipping or supply chain is a plus
Not forgetting to have fun
Mission
Fonctions et responsabilités :
The Customer Support Associate is in charge of managing all kinds of customers (shipping lines, cargo owners, forwarders) as soon as the sale is closed, and perform all related duties to ensure smooth project start, customer satisfaction with the Traxens experience and customer retention. He/she also solves and/or reports issues related to their customer base.
Missions
1) Onboarding of projects
Work with carriers, Sales Enablement and other Support teams to get projects started
Set up of parameters in the Traxens System
Train customers for Traxens use
Pro-active commercial approach to identify use cases and pro-actively enhance customer experience
CRM tool update
Attend all customer trainings, calls and kickoffs
2) Monitoring customer projects and fleet
Ensure cleanliness of the data and service, and its stickiness to our SLAs
Follow up box-related incidents with shipping lines
Interact with other teams to ensure a great customer experience
Propose improvements based on your day-to-day tasks and interactions with customers
3) Providing great customer support
Answer customer requests and questions, ensure Traxens meets their needs
Build technical/business knowledge to deal with most common requests (platform, installation and IoT-related)
Use the ticketing system to record, keep track of and solve those issues, according to our SLAs
Use those feedbacks to take part in the continuous improvement of the solution
Profil recherché
Licence or Master degree in customer support / project leader
Customer management soft skills, good business relationships
Written and spoken English a must, French a huge plus, Chinese appreciated
Excellent written and oral expression
Good analytical skills
Excel proficiency, Access a plus
Rigor and accuracy
Adaptability
Intellectual curiosity, autonomy
Familiarity with data business
First experience in shipping or supply chain is a plus
Not forgetting to have fun