CHB Support Specialist - Remote Logistics Helpdesk

Descartes Systems Group; United States; On-site; USD 45,000 - 55,000; Full time

Job summary

Descartes Systems Group is seeking a customer support professional to ensure fast, accurate assistance for customers operating in complex customs and logistics environments. You will resolve inquiries within SLA, troubleshoot across platforms, and collaborate with Product and Engineering to improve resolution workflows.

The role emphasizes supporting Descartes solutions, including OneView and NetCHB, with a remote-first work setup and opportunities to deepen expertise in EDI and logistics

Qualifications

• Knowledge of customs brokerage processes and tools (ABI, AMS, FTZ workflows) is mandatory.
• Experience supporting software applications in logistics, transportation, or supply chain environments.
• Ability to troubleshoot technical issues across platforms, integrations, and user environments.
• Familiarity with EDI or system integrations (preferred).
• Strong proficiency with Microsoft Windows and Office tools.

Responsibilities

• Deliver high-quality customer support by resolving ≥90% of inbound inquiries within SLA, maintaining strong CSAT scores.
• Diagnose and resolve technical issues efficiently across Descartes logistics and customs platforms, minimizing downtime for customers.
• Strengthen cross-functional resolution workflows by collaborating with Product, Engineering, and QA to resolve complex issues faster.
• Maintain accurate and actionable support records to improve knowledge sharing and data-driven improvements.
• Assist in increasing customer product adoption through training and guidance across accounts.

Skills

Customs brokerage

Logistics software

Troubleshooting

Descartes solutions

EDI integrations

Tools

OneView

NetCHB

QuestaWeb

EDI integrations

Windows

Microsoft Office

Job description

Descartes Systems Group is seeking a customer support professional to ensure fast, accurate assistance for customers operating in complex customs and logistics environments. You will resolve inquiries within SLA, troubleshoot across platforms, and collaborate with Product and Engineering to improve resolution workflows.

The role emphasizes supporting Descartes solutions, including OneView and NetCHB, with a remote-first work setup and opportunities to deepen expertise in EDI and logistics