Customer Support Representative

Descartes Unites the People and Technology that Move the World

The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed.

We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions.

Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them.

Learn more at

We’re growing fast and invite you to join our amazing team.

The Customer Support Representative will provide product/services information and resolve any emerging challenge that our customer accounts might face with accuracy and efficiency. To ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

• Supports customers on Descartes’ proprietary products and solutions.
• Answers, evaluates, and prioritizes incoming requests from end users
• Analyses customer responses within the context of Customs regulations and provides recommended solutions
• Identifies and escalates "system" problems to various Technical Teams
• Documents approved bug fixes
• Creates procedural and Support documentation, for customers and internal users
• Interface with customer IT/IS department to facilitate technical support of Descartes’ proprietary software and applications.
• Analyzes and performs quality control of code changes as needed
• Position may require on-call duty on a rotating basis and weekend work to support a 24x7 client base
• May include shift work driven by customer business needs
• Hours of work may be subject to change in accordance with business and operational needs

• Bachelor degree in Business Commerce/accounting, Information Technology, Supply Chain/Logistics Management, or related field of study (or equivalent)
• Knowledge of general bookkeeping and exposure to Customs Brokerage accounting an asset
• A current Certified Customs Specialist designation CCS is required
• Knowledge of Customs Brokerage operations and/or Freight Forwarding is required.
• Problem solving and critical thinking
  - Identifies and resolves problems in a timely manner
• Interpersonal Skills
  - Focuses on solving conflict, maintains confidentiality and professionalism
• Experience working within Linux/Unix operating systems (an asset)
• Experience in the use of business applications in a Windows environment.
• Team oriented, with the ability to work independently
• Strong communication skills, both written and verbal.
• Customer Service
  - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Responds to requests for service and assistance.

Compensation- The salary range for this position is $50,000–$55,000 CAD
. Compensation information provided is a good-faith estimate for this position only. Factors that may be used to determine actual salary include the candidate’s specific skills and years…