Summary

• Be the first such hire for this fast growing company that has major eCommerce marketplaces as its customer.
• Your job will be to provide a consolidated view of tech+logistics to customers while at the same time pulling in both technology and logistics/operations into a seamless service.
• If you are looking for a brand new challenge, and an opportunity to innovate in service, this is your opportunity.
• One World is a leader in world wide eCommerce logistics.  It has proven, unique technology.
• Your job is to provide seamless support to customers – whereby tech and logistics support each other to solve their problems.
• One World is located in London, near LHR.  It has teams in many countries in the world.
• You will be working with the best team in logistics as well as a superb technology team – who has your back.
• Yes there is pressure from customers who look to One World for each and every shipment of their customers.
• However the highly trained and distributed team spans many countries and many cultures – yes cricket is one common cultural denominator –  and the desire to learn other cultures is what makes this team fun.
• You can be located anywhere in the world, as long as you can work British hours.

Responsibilities and Duties

Core Responsibilities

1. Work directly with large customers – you will be communicating with them over phone, web conference, chat and email
2. You will be able to separate tech issues from logistics issues, and log them in the internal Bug tracking system.
3. You will be able to show the tech team how to reproduce the issue and follow up on fixes, so your customer is happy. – ie you will be the Customer’s advocate in the company.
4. To that extent, you will have full backing of the Project Manager and you will pull out all stops to achieve a singular goal – Customer Satisfaction – on which you will be measured.
5. You will also be called upon from time to time by the Sales team, to demonstrate the company’s tech interface (APIs) – which you shall do via a common tool like PostMan.

Day-to-day activity:

1. On a daily basis you will be monitoring email, WeChat, WhatsApp, Slack, Company’s chat system and other channels whereby customers communicate with the company.
2. You will respond to them and make sure the bugs/tasks are entered into the Project’s bug tracking or task system.
3. You will follow through with the Project team on a daily scrum to advocate for and make sure fixes are done on a timely basis – and then communicate back to the customers.

Reporting

• You will report to the head of Operations in the company who reports to the CEO.

Qualifications and Skills

Education: 

• Must have a minimum of Bachelor’s level education with strong communication skills in English, both written and spoken.

Previous experience:

• At least 5 years of experience doing technical support for a software tech product.
• At least 1 year of experience in the Logistics field – either B2B or B2C.
• Knowledge of air cargo movements, harmonized codes and tracking a plus.

Skills:

• Knowledge of PostMan, or SoapUI or equivalent API test/prototype tools is a must.
• If you have basic knowledge of SQL it is a plus.
• If you have other certifications, please mention them.

You must have a problem-solving mindset and experience.  This job is about thinking outside the box and solving customer problems by suggesting solutions.

Salary and Benefits

• We pay competitively. 
• As you are joining a newly established group, there is virtually no limit to your growth.

Perks and benefits

• Flexible hours – as long as you are able to keep customers ecstatic!