**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 growing fast and invite you to join our amazing team.****Company Overview**Headquartered in Waterloo, ON Canada Descartes MacroPoint is a global freight visibility platform for shippers, brokers and 3PLs to get real-time visibility on the freight they have given to 3rd party carriers. Founded in 2011, MacroPoint's patented, automated load monitoring and tracking software provides load location visibility, predictive analytics, and an automated communication platform to truly enable "Manage by Exception" capabilities.This cloud-based SaaS solution works on any cell phone, with existing in-cab ELD/GPS and trailer tracking devices, rail car providers, and other modes to provide real-time location monitoring and tracking, delivery monitoring, and event notifications to third parties. Integrated with a wide range of TMS systems, MacroPoint automates the entire process, eliminating the need for drivers to check in with dispatchers, and for shippers and brokers to check in with carriers. To date, over 1,000,000 drivers and millions of connected trucks are a part of the "MacroPoint enabled" network.**Position Summary**Transportation providers (carriers) are the life blood of the MacroPoint product. Carrier success directly impacts the success of our customers, and it is critical our team is available to assist enabling tracking. In this position, you will manage a team of Carrier Assistant Specialists who are proactively engaging dispatchers and drivers of trucking companies via phone to assist in setting up tracking, troubleshoot active tracking sessions, and train carriers to become successful long term with the MacroPoint product. The primary market for MacroPoint is in North America therefore hours for work would be 8pm-5am Philippines Standard Time. As a Carrier Assistance Manager for our MacroPoint product, you will report to the Director of Operations of MacroPoint.**Responsibilities**:- Manage the Carrier Assistance team- Mentor, coach, and develop Carrier Assistance Specialists- Develop, monitor, and coach to departmental Key Performance Indicators (KPIs)- Create and implement a cross training program for Carrier Assistance team- Recruit, hire, and train a world class team**Qualifications**:- 5+ years of call center, operations, or customer support management experience- Excellent leadership and influencing skills; ability to build strong business partnerships both outside, and within the organization- Excellent verbal and written communication skills- Skilled at business planning and diligent at measuring and communicating progress towards the plan, identifying roadblocks, and coming up with appropriate solutions- Comfortable working with cloud software program- Ability to build business relationships quickly- Exceptional organizational skills**Offer**:We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas and we welcome your fresh perspective. This role is fully remote.**Join Us**As we scale, we're looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We're entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success.We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish).
