About The Position

WebCargo digitizes global freight sales for over 3,500 of the world\xe2\x80\x99s largest logistics providers and carriers. Or, in plain English, we help move the world, offering incredible technology that powers almost a third of the global air cargo market. We\xe2\x80\x99re not alone either. WebCargo is a proud part of the Freightos Group, a logistics technology company that aims to make global trade frictionless. That\xe2\x80\x99s not cheap, so we\xe2\x80\x99ve raised nearly $100 million from investors like GE Ventures, the Singapore Exchange and Aleph, making and have gotten the BBC, TechCrunch, and the Wall Street Journal excited about freight. Turns out it\xe2\x80\x99s kind of a big deal. As one of the largest tech platforms for a huge industry (the phone or computer you\xe2\x80\x99re reading this on was, after all shipped), we\xe2\x80\x99ve been crushing it with double-digit growth, year after year. And it\xe2\x80\x99s working. How well? Well enough that we need more people on our team to help manage all the eBookings. Yes, this is a great problem to have. As our Operations Supervisor (India), (or Superstar of the Sky, if you prefer a hero name), you\xe2\x80\x99ll help manage the hopefully very, very rapidly growing number of eBookings. Which means you\xe2\x80\x99ll:
Responsibilities

• Manage a customer service team, responsible for their day to day activities including task assignment, ticket prioritization, etc.
• Coordinate with eBooking Operations Team Lead to ensure your team is contributing to the overall needs of the global function.
• Liaise with other teams (commercial, product, etc.) to ensure your teams objectives are met.
• Create and document processes to improve the overall operation of the team.
• Support team growth with training, development and recruitment needs.
• Step-in to fulfill the team\xe2\x80\x99s activities if an associate is off.

Requirements

Basic Requirements

• A leader with 5 years experience in managing teams in customer service / outcomes with a BPO.
• Working B2B customers in a SaaS environment
• Someone with a proven track record on creating structure and processes.
• Someone with in-depth knowledge in using Issue Resolution Tools.
• In terms of skills someone who is experienced with Processes, has a customer and people orientation and is comfortable creating and managing scorecards.
• From Arkansas to Argentina, Stolkholm to South Africa, our customers are everywhere. You have up to a year of experience being in contact with clients around the world (Customer Service, Project Management, or similar).
• When you\xe2\x80\x99re talking about this scale, that unicorn paper notebook won\xe2\x80\x99t cut it. You\xe2\x80\x99ll need at least one year of experience using software to manage tasks and/or support tickets.
• Methodological, organized and detail oriented.
• Fluent English speaker.

Preferred Requirements

• Logistics or supply chain skills. And no, ordering stuff online doesn\xe2\x80\x99t count.
• Experience in a fast-growing transactional business.
• Additional languages would be great.
• Hindi, Tamil or other languages will be valuable.

What you will be offered at Webcargo

• We strive for professional development and continuous learning. Apart from career support, you\xe2\x80\x99ll be entitled to get an annual training budget for personal and professional development.
• Competitive salary and participation in the Long Term Incentive Plan (\xe2\x80\x9cLTIP\xe2\x80\x9d) of the Freightos Group
• Health Insurance.
• Flexible schedule
• Hybrid mode to work from both office and home.
• Multicultural and open environment, full of great people from multiple countries.
• Great office in Olympia Technology Park, in Chennai

WebCargo, a Freightos Group company, is an equal opportunities employer and we make every effort to ensure that all potential employees are treated fairly and equally.