Customer Delivery Specialist ( English)

About the Project:The company is a global leader in real-time multimodal transportation visibility, empowering majorshippers and logistics providers to operate more resilient, sustainable, and customer-centricsupply chains. Leveraging advanced machine learning algorithms, it offers unmatched ETAaccuracy, enabling proactive issue anticipation and efficient exception management. Trusted byglobal brands like Renault, Coca-Cola, and L'Oréal, the company tracks over 90 million shipmentsannually across more than 150 countries.General Job Description:As a Customer Delivery team member, you are the primary contact point for a portfolio ofcustomers and their carriers. Your main mission is to deliver an exceptional Customer Experienceby ensuring seamless carrier onboarding, data quality monitoring and outstanding support. Thisrole requires a blend of technical aptitude, customer service oriented mindset, operationalprowess, together with strategic thinking & collaboration. In the business context where thenumber of customers is growing fast, your role is pivotal in ensuring continued customersatisfaction, 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 upuntil they are fully operational.- Engage with customers and carriers to ensure data quality and address any issuespromptly.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 andsupport 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 keymetrics such as CSAT, First Response Time, SLA compliance, and Data Quality/Trackingrates to evaluate and improve performance.- Develop and update knowledge base articles to empower clients for self-help and enhanceservice 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 developtechnical skills (API, EDI, SFTP).- Customer-focused with a passion for delivering exceptional service and building strategicrelationships.- Excellent adaptability, problem-solving and troubleshooting abilities with strong attentionto detail.- Ability to work independently and as part of a team, with a proactive approach toresponsibilities.- Previous experience in the supply chain, software sector, or logistics is a plus but notrequired.