Customer Delivery Specialist (w. English)

Location: Hybrid
Employment Type: Full-time
Time Zone: Monday–Friday, 9:00–18:00

About the Project:
The company is a global leader in real-time multimodal transportation visibility, empowering major shippers and logistics providers to operate more resilient, sustainable, and customer-centric supply chains. Leveraging advanced machine learning algorithms, it offers unmatched ETA accuracy, enabling proactive issue anticipation and efficient exception management. Trusted by global brands like Renault, Coca-Cola, and L'Oréal, the company tracks over 90 million shipments annually across more than 150 countries.

General Job Description:
As a Customer Delivery team member, you are the primary contact point for a portfolio of customers and their carriers. Your main mission is to deliver an exceptional Customer Experience by ensuring seamless carrier onboarding, data quality monitoring and outstanding support. This role requires a blend of technical aptitude, customer service oriented mindset, operational prowess, together with strategic thinking & collaboration. In the business context where the number of customers is growing fast, your role is pivotal in ensuring continued customer satisfaction, successful delivery of our services and of course the team's efficiency, and as a result - customer retention.

Key Responsibilities:

1. Customer & Carrier Support:
- Respond to incoming questions and requests from carriers and customers. Provide step- by-step guidance and solutions to resolve issues related to our products and services.
- Support carriers during the onboarding process (mobile, telematics, TMS) and follow up until they are fully operational.
- Engage with customers and carriers to ensure data quality and address any issues promptly.

2. Collaboration & Coordination:
- Work closely with Customer Success Managers (CSM), Implementation Consultants (ICs), Carrier Success & Data Quality teams to ensure seamless operations.
- Collaborate with Integrations and Solution Engineers to address complex issues and support escalations.
- Collaborate with Product and Tech teams and to drive product improvements Participate in customer meetings as required to ensure alignment and satisfaction.

3. Data Quality & Performance Monitoring:
- Take proactive measures to maintain high data quality within your portfolio Monitor key metrics such as CSAT, First Response Time, SLA compliance, and Data Quality/Tracking rates to evaluate and improve performance.
- Develop and update knowledge base articles to empower clients for self-help and enhance service efficiency.

Qualifications:
- Bachelor’s degree in Engineering, Business, or a related field.
- At least 2 + years of experience in a customer service, success or project environment, preferably in SaaS industry
- Proficiency in English (verbal and written: B2/C1) with excellent communication skills.
- Nice to have: French or German (verbal and written: B2 level)
- Demonstrated autonomy, multitasking abilities, and a strong desire to learn and develop technical skills (API, EDI, SFTP).
- Customer-focused with a passion for delivering exceptional service and building strategic relationships.
- Excellent adaptability, problem-solving and troubleshooting abilities with strong attention to detail.
- Ability to work independently and as part of a team, with a proactive approach to responsibilities.
- Previous experience in the supply chain, software sector, or logistics is a plus but not required.

What We Offer
- Work with cutting-edge technologies and products that make a real-world impact.
- A fast-paced, collaborative culture that values innovation, craftsmanship, and growth.
- A competitive compensation package aligned with your expertise.

How to apply:

Interested? Let’s build the future together.

Send your CV to vaserole@rocman.org with the subject line: Customer Delivery Specialist (w. English)