Junior Customer Excellence Consultant

Cargobase•Troy, MI

11d•Hybrid

About The Position

At Cargobase, we build a collaborative platform that connects enterprise shippers (e.g. Bosch, Reckitt Benckiser, Goodyear, Ennoconn) and Logistics Service Providers (e.g. DHL, DSV, FedEx) 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. 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.

Requirements

0–2 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.

Nice To Haves

Prior experience in SaaS, logistics, freight forwarder. supply chain, or B2B platforms is a plus

Responsibilities

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.
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.
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.
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.