At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity

As an Customer Service Associate  with FourKites you’ll be the mastermind behind our customer experience  - managing our customers and carriers experience through internal and external relationships and technical expertise. You’ll become an industry expert, partnering with carriers, brokers and shippers to unify communication in one place - the FourKites platform.  This is a remote opportunity based in Poland.

What you’ll be doing:

• Be able to work in any designated shift
• Provide high quality support via phone, email in order to troubleshoot and resolve any issues   
• Become a product expert - you will be the go-to resource for understanding how our product works. Advocate customers on how to use our solutions.
• Identify and recommend process improvements to deliver the highest level of customer satisfaction. 
• Highlight product bugs and partner with our engineering team to proactively get them fixed before they impact our customers
• Create Jira’s with engineering team with accurate analysis of customer reported product defects, that translates into confirmed bug fixes
• Assist sales and customer success team by providing timely responses related to FourKites solutions
• Proactively prioritize product bugs with engineering and escalate any delay in delivery of bug fix
• Educate and support all internal users by sharing solution knowledge so that they are self reliant
• Work in coordination with the sales and operations teams to provide product-based support.   
• Identify detailed solutions for customers and communicate effectively with leaders from enterprise customers.   
• Follow standard procedures for proper and timely escalation of unresolved issues to the appropriate internal teams  
• Provide product training & demos to internal and external customers
• Perform UAT on product releases
• Stay current with emerging technologies and industry trends 
• Maintain superior time management, organization skills and attention to detail
• Demonstrate ability to adapt to a fast paced and changing technical environment
• Ensure KPI’s are exceeded
• Drive root cause analysis, and champion problem resolution
• Operate with minimal supervision and collaborate with peers
• Review and measure individual performance against OKR’s
• Be a team player and collaborate with global team members to share best practices
• Deliver continuous improvement and innovation in operations

Who you are:

You love variety and can manage multiple projects at the same time. You can jump from a call to an excel spreadsheet to a cloud CRM with ease, and execute flawlessly in each thing you do. You are obsessively organized, detail-oriented, and driven. 

• You thrive in fast-paced environments and are comfortable with ambiguity and lack of structure 
• You enjoy solving challenging problems using critical thinking and creativity 
• Entrepreneurial spirit - you make things happen and proactively step up when you recognize an opportunity 
• Intelligent with strong verbal and written communication skills 
• Comfortable talking to a wide variety of people, including leadership 
• Insatiable curiosity - you love learning new things 
• Demonstrated technical knowledge
  • Ability to extract, analyze and report on data; knowledge of database tables & SQL
  • Intermediate to advanced knowledge of Excel required
  • Working knowledge of Salesforce or other ticketing systems preferred
  • Familiarity with cloud software and developer tools, and is eager to learn new skills
  • Experience with API’s and integration of enterprise SaaS applications. Knowledgeable in using Postman a plus.
  • Strong knowledge of common data formats such as JSON and XML preferred

Desirable Skills

• Strong understanding of Java, Spring Framework, and object-oriented programming principles
• Familiarity with front-end technologies such as HTML, CSS, and JavaScript
• Good knowledge of RESTful APIs and microservices architecture

Our Requirements:

• Fluent in German and English (Mandatory), Polish 
• Bachelor’s or master’s technical degree from an accredited university preferred but not necessary
• 3-5 years of experience working as a product / application support engineer with a development background preferred
• Proven ability to debug and troubleshoot complex issues and find resolutions
• Proficient in MS Office, Google Apps, and CRM tools 
• Customer facing experience 
• Experience in logistics or SaaS a plus

Who we are:

FourKites® is the #1 supply chain visibility platform in the world, extending visibility beyond transportation into yards, warehouses, stores and beyond. Tracking more than 2.5 million shipments daily across road, rail, ocean, air, parcel and courier, and reaching over 185 countries, FourKites combines real-time data and powerful machine learning to help companies digitize their end-to-end supply chains. More than 1,000 of the world’s most recognized brands — including 9 of the top-10 CPG and 18 of the top-20 food and beverage companies — trust FourKites to transform their business and create more agile, efficient and sustainable supply chains.  

 FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to standard holidays, and a hybrid, flexible approach to work. Parental leave for all parents, volunteer days and we provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. And we’re always listening for new ways to support everyone in and out of the office.

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