Customer Experience Specialist

About PayCargoPayCargo 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. About the role: 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. As the Customer Experience Specialist, you will: Reactivate accounts (Annual User Fee): Review manual debit report provided by Accounts Payable and proceed to activate accountsReview SOPs & Handy Dandy & Customer 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Making sure that CERs are not using out-of-date documents and links to these documents (Slack, etc.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 mannerTicket Escalations: Candidate to assist Ops Management on escalated registrations during times of high volumeReception Schedule Assistance & ExecutionAssist Ops Management to make sure the front desk is coveredOnboarding Specialist: coordinating and providing training & shadowing assistanceKey-Client Lists:

Periodically, coordinate with Account Managers to ensure contact is up to dateCoordinate 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 commissionsAssist in Dashboard Management (TV set up, etc. )Weekend Coverage to check voicemails (similar to Ops Management).

You Are Likely To Succeed If: You bring a minimum of 3 years of active customer service. You are service oriented and committed to excel. You exercise good judgment with the ability to make timely and sound decisions. You can work independently and as a member of the Customer Experience team. You are committed to excellence and high standards. You have the ability to deal effectively with a diversity of customers' needs. You are creative, flexible, humble, and a team player. Competencies: Ensuring Quality and Accountability: Employee focuses efforts on achieving high-quality results consistent with the organization's standards.

In addition, Employee holds themselves and others to high standards of accountability and create an infrastructure and transparent corporate culture that supports and measures personal and organizational responsibility and accountability. Client Focus: Employee provides excellent service to internal and/or external clients. Planning & Organizing: Employee reaches goals that are central to organizational success by making and following plans and allocating resources effectively. Fostering Communication: Employee listens and communicates openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Decision Making:

Employee uses critical thinking, good business sense and organizational values to make decisions involving varying levels of risk and ambiguity. Collaborating with Others: Employee works together with others in a cooperative and supportive manner to achieve shared goals. Analytical Thinking: Employee analyzes and synthesizes informationExperience and Education: An Associate's degree (A. A) or equivalent, one to two years related experience or equivalent combination of education and experience. What We Offer: Our compensation package includes a competitive salary and bonus plan.

Your success at PayCargo is determined by the impact that you are making, and how well you collaborate with the various teams that you interact with. Everyone at PayCargo is empowered to take ownership to learn, self-improve, and master their skills in an environment focused on efficiency, collaboration, and purpose. We are proud to be an equal opportunity employer - We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression, or veteran status.