Customer Experience Representative, Loadsure

• This position requires a self-driven, high-energy, creative professional who’s passionate about disrupting an industry and wants to be rewarded for their performance and contributions
• Excellent communication skills and proven ability to forge and maintain relationships with clients
• Solutions focused attitude to resolve any challenges
• Excellent organisational skills – ability to provide the client with clear and accurate agendas, status reports and updates on request
• Answer any queries regarding customer policies in a compliant and timely manner
• Ability to produce high quality documentation
• Proven attention to detail/extreme precision about the content of requirements of documents, weekly reports and status updates
• The ability to work within an unstructured environment and without clear guidance
• Strong communication skills via phone and email
• Customer support experience at an in-depth tier/level (tier 2+)
• General IT support/troubleshooting including networking, databases, and connected/related systems
• Integration experience (REST-based APIs, JSON, Postman)
• Coordination with Engineering and Business teams/departments to resolve a variety of issues
• Experience with CRM systems and help desk/ticketing software such as Salesforce
• Experience with project/task management systems such as Monday.com
• Excellent time management and organisational skills
• Comfortable dealing with internal and external senior representatives
• Eagerness and willingness to learn
• Accuracy and attention to detail
• Self-starter and takes initiative
• Effective listening, strong verbal and written communications skills (including grammar)
• Must have outstanding interpersonal and problem solving skills
• Proficiency with business tools such as Google Docs, Sheets, and Slides and/or Microsoft Word, Excel, and PowerPoint
• High level of English proficiency is required

Desirable

• As a Customer Experience Representative (CXR), your role is to provide exceptional support to Loadsure’s customers and internal users on the portal and other Loadsure systems providing an enhanced customer experience
• You will be highly organised and comfortable building relationships and working with all levels of the firm. Stakeholder management and communication will be vital to the success of the role
• Stakeholder management and communication will be vital to the success of the role
• Provide the first line of support to customer inquiries and issues reported through support@loadsure.net
• Troubleshoot issues with the portals and client integrations in order to not just resolve the issue but determine root cause and corrective action to prevent similar issues in the future
• Escalate issues to other departments as needed (Engineering, Underwriting, Relationship Management, Compliance, Claims, etc) and coordinate responses to resolve customer inquiries related to both technology and business needs
• Build out support documentation and processes (flow charts, manuals, knowledge base, frequently asked questions, troubleshooting steps, etc)
• Implement and improve ticketing systems; track and drive improvement in various metrics/Key Performance Indicators established with leadership
• Survey and track progress on improving client satisfaction
• Assist with the implementation of new clients and rate card updates on portals and through integrations
• Assist with Application Programming Interface (API) questions and troubleshoot issues to expedite go-live timelines
• Compile, analyse, and process coverage for batches of customer shipments via spreadsheet reporter process
• Assist with additional ad-hoc tasks/projects as assigned by the Head of Projects and Operations department
• Ability to work primarily within the Central European, United Kingdom and US Eastern time zones
• Other customer service related duties as assigned