We are seeking a Global Customer Support Specialist to oversee the reliability and efficiency of our internal logistics and supply chain systems. You will serve as the Tier 2/3 point of escalation, ensuring that global shipping workflows remain seamless and that any technical system disruptions are resolved with minimal impact on global trade operations.

Key Responsibilities
System Oversight: Monitor the health and performance of the logistics platform, identifying bottlenecks in order flow, inventory tracking, or automated customs documentation.

Global Escalation Management: Act as the primary liaison for regional hubs and major international clients, resolving complex logistical disputes that require deep system knowledge.

Technical Troubleshooting: Diagnose system-related errors (e.g., API integration failures, EDI messaging issues, tracking data inconsistencies) and collaborate with IT/Development teams for rapid resolution.

Workflow Optimization: Analyze support ticket trends to identify recurring system bugs or process inefficiencies, providing actionable feedback to the product and engineering teams.

Stakeholder Training: Create documentation and conduct training sessions for regional support teams on updated logistics protocols and system functionalities.

Compliance & Audit: Ensure all logistical operations adhere to global trade regulations, maintaining a perfect record for internal audits.

Candidate Requirements
Education: Bachelor’s degree in Supply Chain Management, Logistics, Information Systems, or Business Administration.

Experience: 3+ years in logistics operations or technical support for a Supply Chain/ERP system.

Technical Proficiency:

Strong experience with enterprise-grade logistics software (e.g., SAP TM, Oracle SCM, Blue Yonder, or similar).

Familiarity with tracking technologies and API communication (understanding how data moves between systems).

Advanced Excel/Data Analysis skills (SQL experience is a strong asset).

Core Competencies:

Strategic Thinking: Ability to anticipate how a small technical change in the system impacts global order fulfillment.

Analytical Ability: Skilled at reading logs and data to pinpoint the root cause of complex system failures.

Cross-Cultural Communication: Experience working with diverse teams across multiple time zones.

Crisis Management: Ability to maintain operational stability during high-pressure system downtimes.

Compensation & Benefits
Compensation: Competitive global-standard salary package including performance-linked bonuses.

Growth Path: Opportunities to move into Logistics Systems Architecture, Operations Management, or Global Supply Chain Strategy.

Environment: Exposure to cutting-edge supply chain technology and participation in international cross-functional projects.

Benefits: Full international-grade insurance, wellness programs, and a flexible/remote-friendly work policy.

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