Customer Operations Specialist (f/m/d)

Job description

In the 1950s, global trade changed for good. The invention of the standardized container suddenly meant that transporting goods across the world became affordable. And with that, paved the way for globalization and global wealth. But contrary to the container, most surrounding processes have not been standardized nor innovated and are still frustratingly complex, manual, and error-prone.

That s why our ambition is to use technology to simplify the logistics of global trade, making the processes around the container as simple as the container itself. We do that by providing a neutral infrastructure that connects all logistics companies to remove friction and create economic opportunity.

Customer Operations Specialist - (f/m/d)

- Market Negotiator/ Market Mediator -

The xChange container leasing marketplace is two sided B2B marketplace where our customers, which are companies active in container logistics, can directly negotiate with each other on container one-way moves. We offer them the platform and support while doing so. Negotiating a leasing agreement requires responsiveness, a business mindset, market knowledge and a successful agreement is usually only made if there is a benefit for both businesses to profit from it (win-win situation).

As our Customer Operations Specialist, your mission is to help us convert recently joined customers into highly successful market participants by ensuring they take all the necessary steps to successfully negotiate with companies they were matched with by the platform and by acting as an xChange Market Mediator!

Your goal is help two members in each deal to come to an agreement and to drive product adoption. You will teach our customers to be responsive, show them features that solve their doubts and share market insights that help them make realistic offers.

You ll be joining a Series B scale-up with ambitious ramp-up plans. In addition to having both a customer-oriented and a data-driven mindset, our ideal candidate brings energy and dynamic to the team, thrives on taking ownership, is digital minded and an expert of online platforms/marketplaces.

Requirements

Your responsibilities in a nutshell

• Act as Market Mediator and Negotiator between our customers, pushing for deals that are beneficial for both parties
• Manage all daily negotiation follow-up tasks, report back with relevant insights and metrics on our customers to take our Customer Service to the next level
• Get your assigned customers their first deals so they see the value and grow their share of wallet, making them as successful as possible
• Find the right solutions for our customers, making the effort to understand their needs and business and connecting all the dots to understand which tools and actions you can take to help them
• Answer any questions our customers have that might prevent the negotiation from being successful and help them reach their full potential on xChange independently as power users
• Work closely with other teams to ensure an outstanding customer experience and to drive product adoption
• Seek constant deep knowledge on our sector and availability, prices, and terms of our platform, becoming a true xChange expert

What we re looking for

• You have more than 2 years of mediation and negotiation experience and a proven track record of bringing companies together, pushing for deals in a digital marketplace environment
• You are proactive, independent, organized, and can maintain a positive and professional relationship with all clients around the globe
• You thrive on creativity and freedom to continuously improve our platform and our approach to make our customers successful
• You are a confident and convincing communicator and listener, especially on the phone and chat, with excellent English communication skills; additional languages are a great plus!
• You are passionate about improving and driving the marketplace and our customers to success let s scale up together!
• You are high-energy with a can-do attitude and inspire and motivate the customers to be active on the platform, adopting the whole range of xChange products
• Experience in the shipping or logistics industry and a container operational background would be super nice to have

What we have to offer

• Ownership from day one & direct impact on the success of our company!
• A dynamic and international team with 60+ nationalities across our growing 300+ team members & extremely flat hierarchies
• A highly scalable product with a proven product-market fit ready to change the industry & do something good
• A great working atmosphere with an open-minded and collaborative culture plus a team of highly motivated & enthusiastic colleagues who can't wait for you to join
• A fast-paced work environment and complex intellectual challenges from day 1
• Great location brand new office in the heart of Hamburg, enjoy the view of the iconic Elbphilharmonie concert hall from our rooftop terrace
• It goes without saying: Flexible home-office rules, regular team events (also online), and of course, a wide variety of fruits, snacks and drinks in the Hamburg-office
• A competitive equity package, all employees become shareholders in xChange
• Subsidised HVV Profi ticket to travel freely within Hamburg
• Opportunity to lease a bike and pay through your monthly payslip (huge discounts included)
• Access to the F rstenberg Institut for personal coaching and counselling
• Support for German language classes
• Refer a friend for our full-time positions and get a referral bonus

If this sounds like your future job, all we need is your CV which you can submit through the application link!