Support Manager

We are currently seeking a driven and customer-oriented Support Manager to join our growing team. Our product CAS offers our clients real-time communication with customs. The Support Manager is responsible for customer support according to the agreed support SLA. That includes using CAS for the customer under specific conditions and based on different customs flows and agreements in place. This role is critical in ensuring our customers receive exceptional support and have a positive experience with our products.

Responsibilities

• Monitor the customs declaration process and its related issues from start to resolution (e.g. fixing customs errors, follow-up tasks and alerts in CAS)
• Identify and record reported queries and provide solutions
• Advise users on appropriate course of actions and pro-actively take required actions to assure the business continuity of customers
• Provide product guidance to customers to help them maximize the use of our solutions
• Collaborate with other departments, such as product development and sales, to address customer needs and feedback
• Contribute to the development of support documentation and resources
  
  

Skills

• Customs knowledge or logistic background is required, a proven experience in a SaaS or ERP environment is a plus
• Available and flexible to work during out-of-hours support (07:00 - 19:00 CET)
• French native speaker with excellent written and verbal communication skills in English, Dutch is considered a plus
• Critical thinking, analytics and problem-solving skills
• Willingness to learn (customer support, customs, IT, ...)
• Ability to work independently and as part of a team
• Customer-focused mindset with a passion for delivering exceptional service
• Customer support experience is a plus
  
  

Benefits

• An international, open-minded team with different backgrounds and seniority levels
• A people-oriented company with an informal working environment
• Career path opportunities combined with internal and external technical and business-related training
• An emphasis on work/life balance, health, and wellbeing
• Plenty of fun and occasions to celebrate
• Compensation and benefits in line with role & responsibility
• A teleworking policy that allows for part-time work-from-home possibilities
• Last but not least: a truly inspiring workplace located near Mechelen train station!
  
  

About the organisation

Customs4trade's (C4T) unique team of customs experts and best-of-breed technology engineers has developed CAS, a one-of-a-kind SaaS solution that simplifies customs and trade compliance. By automating all import and export processes, special procedures and excise scenarios, C4T customers experience faster time to market, drastically reduce customs duty and administration costs, and gain strategic visibility into their customs operations. We are growing fast and always looking for new talent. We value Passion, Innovation, Vision, Initiative, and Quality, and these pillars are key to our ongoing success. With great people, unique ideas, and pioneering technology, we are changing the future of customs.