Customer Experience Specialist - Transport

What if nature could be harnessed to help farmers sustainably feed the planet? Since 2014, Indigo has questioned agriculture's full value chain to improve grower profitability, environmental sustainability, and consumer health. In 2019, Indigo was ranked #1 on CNBC's Disruptor 50 list. Headquartered in Boston, MA, Indigo has additional offices in Memphis, TN; Research Triangle Park, NC; Buenos Aires, Argentina; Basel, Switzerland; and São Paulo, Brazil.

The Customer Experience Specialist is responsible for ensuring carriers are using our invoicing platform, expediting paying to carriers and providing a groundbreaking customer experience. Critically, this role also supports the shipper customer experience through managing shipper invoicing and portal usage. This role will work closely with many internal partner teams and external customers, so communication skills and a desire to solve difficult challenges collaboratively are key!

Key Outcomes

Shipper Invoicing:

• Collect and Convert information from carriers to invoice our Shippers within internal Service Level Agreements
• Source, track and trace the payment status of our Shippers to improve our Cash management
• Suggest ways to automate and scale high-performing internal processes
• Work with Market Channel Managers to create and implement any problem solutions before invoicing Shippers

Carrier Payments:

• Work with Carrier Account Managers and Market Channel Managers to provide a strong understanding of the dispatcher portal and usage by the carriers we are paying
• Track the carrier’s payment process to ensure that Indigo Transport is meeting internal and external Service Level Agreements
• Work with the other divisions within Indigo Ag to ensure carriers are paid in a timely manner and build knowledge of the rest of the company.
• Suggest ways to automate and scale high-performing internal processes

Customer Experience:

• Promote carrier adoption of the Indigo Transport Platform by promoting Indigo Transport’s total offering to current and potential Carrier partners
• Build and earn trust of Carrier/Shipper partners by adhering to fast response rates for issue resolution and bid management
• Capture customer feedback and present in actionable way to Transport team
• Design solutions that improve operational efficiencies that address internal and external stakeholders’ logistical challenges
• Track all Carrier discussions and new business development progress in internal systems (e.g. Salesforce, Transport App)

Understands and embodies our mission & core values

• Excited by Indigo’s mission; believes that Indigo can fundamentally change the agriculture industry; can clearly articulate passion for our mission and values
• Optimistic and innovative; solution-oriented; shows no signs of cynicism
• Will be widely viewed as someone who personifies our core values, is committed to them, and leans on them when making decisions.  Specifically:
  • Demonstrates a track record of high integrity - doing the right thing, owning mistakes, conducting oneself honestly
  • Values, communicates and interacts with others with high levels of transparency and respect
  • Collaborates well across functions; creates an inspiring and collegial work environment

Key Competencies:

• Collaborative and team-oriented mindset
• Adaptable, resilient, and agile
• Curious mindset - Wants to change the agriculture freight industry and do things in a new way
• Continuous improvement - Strives to improve personally and professionally and creates solutions for current and future problems
• Highly motivated to reach measurable goals
• Excellent presentation, verbal, and written communication skills
• Comfortable with high level of ambiguity
• High attention to detail
• Comfortable in a fast-paced environment
• Ability to learn a new process quickly and willingness to implement improvements when necessary
• Ability to multitask
• Self-Starter - Will be the type to do their work without being pushed

Key Qualifications:

• 1-2 years’ payments or invoicing experience, required
• Accounting experience preferred
• Bachelor’s degree preferred in Accounting, Business, or Management
• Tech Savvy with demonstrated experience in Salesforce, Microsoft Office (Excel), Oracle, and an understanding of Tech Platforms and adoption

Indigo is committed to living our values, specifically “creating a work environment where everyone feels respected, connected, and has opportunities to learn and grow.” As part of living our values, we strive to create a diverse and inclusive work environment where everyone feels they can be themselves and has an equal opportunity of succeeding.