Job Title: Customer Delivery Specialist

Location: Hybrid Employment

Type: Full-time

Start Date: Immediate

Time Zone: Monday–Friday, 9:00–18:00

Employer of Record: Company based in IT Park

You will be joining 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. Trusted by global brands like Renault, Coca-Cola, and L'Oréal, the company tracks over 90 million shipments annually across more than 150 countries.

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. 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 German and English (verbal and written: B2/C1) with excellent communication skills.

- Nice to have: French (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.

Send Your CV to [vezi email]hr@rocman.org