Société : Shippeo Catégorie : Stage Filiere : IT/Support et assistance utilisateurs Lieu : Paris (Île-de-France)
Mission
Job Description
Join Shippeo and transform the customer experience in the supply chain industry!
As a Customer Delivery team member, you are the primary contact point for a portfolio of customers and their carriers. Your main mission is to deliver an exceptional Customer Experience by ensuring seamless carrier onboarding, data quality monitoring and outstanding support. This role requires a blend of technical aptitude, customer service oriented mindset, operational prowess, together with strategic thinking & collaboration.
In the business context where the number of Shippeo customers is growing fast, your role is pivotal in ensuring continued customer satisfaction, successful delivery of our services and of course the team's efficiency, and as a results - customer retention.
Job Level Specific:
The Customer Delivery Manager is a more senior role in the team that combines advanced technical skills and project management, together with greater customer autonomy and ownership. You will also work closely with your Team Lead on strategic customer initiatives and internal projects
Key Responsibilities:
Customer & Carrier Support:
Respond to incoming questions and requests from carriers and customers.
Provide step-by-step guidance and solutions to resolve issues related to our products and services.
Support carriers during the onboarding process (mobile, telematics, TMS) and follow up until they are fully operational.
Engage with customers and carriers to ensure data quality and address any issues promptly.
Collaboration & Coordination:
Work closely with Customer Success Managers (CSM), Implementation Consultants (ICs), Carrier Success & Data Quality teams to ensure seamless operations.
Collaborate with Integrations and Solution Engineers to address complex issues and support escalations.
Collaborate with Product and Tech teams and to drive product improvements
Participate in customer meetings as required to ensure alignment and satisfaction.
Data Quality & Performance Monitoring:
Take proactive measures to maintain high data quality within your portfolio
Monitor key metrics such as CSAT, First Response Time, SLA compliance, and Data Quality/Tracking rates to evaluate and improve performance
Develop and update knowledge base articles to empower clients for self-help and enhance service efficiency.
Qualifications:
Bachelor’s degree in Engineering, Business, or a related field.
At least 2 + years of experience in a customer service, success or project environment, preferably in SaaS industry
Proficiency in English & French (verbal and written: C1 level) with excellent communication skills.
Demonstrated autonomy, multitasking abilities, and a strong desire to learn and develop technical skills (API, EDI, SFTP).
Customer-focused with a passion for delivering exceptional service and building strategic relationships.
Excellent adaptability, problem-solving and troubleshooting abilities with strong attention to detail.
Ability to work independently and as part of a team, with a proactive approach to responsibilities.
Previous experience in the supply chain, software sector, or logistics is a plus but not required.
Qualifications
What we’re looking for:
Bachelor’s degree in Engineering, Business, or a related field.
At least 2 + years of experience in a customer service, success or project environment, preferably in SaaS industry
Proficiency in English & French (verbal and written: C1 level) with excellent communication skills.
Demonstrated autonomy, multitasking abilities, and a strong desire to learn and develop technical skills (API, EDI, SFTP).
Customer-focused with a passion for delivering exceptional service and building strategic relationships.
Excellent adaptability, problem-solving and troubleshooting abilities with strong attention to detail.
Ability to work independently and as part of a team, with a proactive approach to responsibilities.
Previous experience in the supply chain, software sector, or logistics is a plus but not required.
Additional Information
Interview process
Step: Recruiter Screen with our TA, Milena - 45'
Step: Hiring Manager screening with Evgeniia - 60'
Step: Case-study
Step: Team meeting & final interview
Application Requirements:
Since Shippeo operates internationally, please submit your CV in English. We’re eager to hear from you if you’re ready to take on a challenge and grow your career in a supportive, innovative environment.
Discover your Dream Team! Meet our Shippians and get to know more about their role at Shippeo! Click here to watch their videos
Diversity Statement
We are committed to fostering diversity and inclusion within our workplace as we value the unique perspectives and experiences that individuals from all backgrounds bring to our team. We are dedicated to providing equal employment opportunities to all candidates, regardless of their background or abilities, and our commitment to inclusion is reflected in our policies, practices, and workplace culture.
We understand that candidates may have unique needs or questions related to disability inclusion. To facilitate this, you can reach our dedicated Disability Advisor at inclusion@shippeo.com with any inquiries or requests for accommodations during the application process.
