Junior Customer Excellence Consultant

Junior Customer Excellence Consultant At Cargobase, we build a collaborative platform that connects enterprise shippers and Logistics Service Providers to work together across complex freight operations. The platform supports the full logistics lifecycle from urgent ad-hoc shipments to long-term tenders, and from invoicing and compliance to reporting and analytics. Our customers rely on Cargobase as a system embedded in their day-to-day operations. Cargobase is entering its next phase of growth, scaling its product ecosystem, modernizing platform architecture, and expanding its global customer base. As customer complexity and commercial ambition increase, execution quality and customer outcomes become business-critical. Role Overview The Junior Customer Excellence Consultant supports the full post-sales customer journey including onboarding, implementation, platform support, and customer engagement. You will contribute directly to live implementation projects, handle support queries, and begin managing customer relationships under the mentorship of more senior team members. Key Responsibilities 1. Customer Onboarding & Implementation Support Assist in onboarding new customers by helping prepare configuration documents, platform walkthroughs, and user setup. Participate in implementation tasks such as data mapping, test case execution, UAT coordination, and go-live prep. Shadow and gradually lead simpler implementation projects with defined templates and checklists. Support creation of solution documentation (user guides, workflows, FAQs) with direction from consultants. 2. Customer Account Support & Engagement Serve as the secondary point of contact for selected accounts, handling routine updates and usage questions. Monitor platform usage and customer activity dashboards to spot early risk signals. Support health check-ins and training refreshers alongside senior consultants. Build foundational relationship skills by participating in structured customer touchpoints. 3. Support Ticket Management & Troubleshooting Handle tier 1 support tickets via chat and email, including access issues, basic functionality queries, and data corrections. Escalate complex issues to senior team members with appropriate context and logs. Contribute to the maintenance of internal support documentation and customer-facing articles. 4. Documentation, Process Learning & Internal Contributions Maintain clear internal documentation of customer configurations, project steps, and feedback. Actively participate in team training, onboarding simulations, and internal tools workshops. Contribute to updates in knowledge base, onboarding materials, and implementation templates. Key Qualifications 02 years of experience in customer support, onboarding, or implementation (internship or entry-level experience acceptable). Eagerness to build expertise in customer experience, implementation, and SaaS platforms. Strong communication skills and attention to detail. Prior experience in SaaS, logistics, freight forwarder. supply chain, or B2B platforms is a plus

Created: 2026-03-04