ABOUT PAYCARGO

PayCargo is the trusted, global platform for logistics, helping businesses navigate the complexities of payments and invoice processing. Backed by deep industry knowledge and unrivaled AI technology, the solutions streamline financial workflows, improving transparency, and enhancing productivity.
With real-time payment capabilities and a network of 5,000+ vendors-including MSC, Maersk, ZIM, and leading air, rail, and terminal partners-PayCargo improves cash flow and ensures faster, more reliable cargo movement.
Headquartered in Coral Gables, Florida, we’re the leading digital platform for air and cargo payments in North America and expanding rapidly worldwide. In 2022, PayCargo raised $130 million in Series C funding from Blackstone Growth to support our vision of becoming the global standard for B2B freight payments.

AS THE CUSTOMER EXPERIENCE SPECIALIST, YOU WILL:

• Reactivate accounts (Annual User Fee): Review manual debit report provided by Accounts Payable and proceed to activate accounts
• Review SOPsHandy DandyCustomer Documents: Periodically review SOPs and Handy Dandy, adding the review date to each document. Making sure that CERs are not using out-of-date documents and links to these documents (Slack, etc.) are updated.
• Managing Canned Responses: Periodically review canned/scripted responses and templates and submit changes with approval to the Operations Management Team.
• Oversee the lunch schedule and breaks to ensure the rotation takes place on a timely manner
• Ticket Escalations: Candidate to assist Ops Management on escalated registrations during times of high volume
• Reception Schedule AssistanceExecution
• Assist Ops Management to make sure the front desk is covered
• Onboarding Specialist: coordinating and providing trainingshadowing assistance
• Key-Client Lists: Periodically, coordinate with Account Managers to ensure contact is up to date
• Coordinate Refunds and Returns Process Cases: Ensuring that the PayCargo refund policy is adhered to (invoicing every 15 days, expiring appropriate process cases, etc.)
• Backlog and Sales ticket review - Keep an eye for the key client or other time-sensitive tickets or when the Service queue is growing. Including Key-Client tickets open for more than 1 hour, and managing Key-Client ticket list view.
• Assist in preparing and issuing rebates and commissions
• Assist in Dashboard Management (TV set up, etc.)
• Weekend Coverage to check voicemails (similar to Ops Management).

EXPERIENCE AND EDUCATION:

• An Associate’s degree (A.A) or equivalent, one to two years related experience or equivalent combination of education and experience.

The Customer Experience Specialist will provide specialized support to key clients for the most complex situations that require escalation above the Customer Experience Representative level. In this role you will do problem-solving in complex and high-sensitive situations that require tact and resolution according to the customer’s expectations.
As a valued member of the team and in collaboration with the Operations Management team, your subject matter expertise is critical for team management related activities, such as Onboarding, Recurrent Training, Standing Operating Procedures drafts and updates. You will bring a hand-on approach, excellent customers service skills and a desire to make PayCargo customers succeed.