MDM Team Executive

Job Title: MDM Team Executive

Purpose of the Job:
The MDM Team Executive is responsible for providing first-level support for the Freight Helpdesk, handling various priority and issue level tickets from employees globally, and ensuring the smooth operation of the Cargowise system. This role involves resolving user queries, maintaining data integrity, and supporting business responsiveness through efficient service desk support.

Roles & Responsibilities:

- Freight Helpdesk Management:
- Handle the Freight Helpdesk, resolving priority and issue-level tickets from employees across the organization.
- Provide first-level support diagnostics in Cargowise, including technical support and assistance.

- Technical Support and Troubleshooting:
- Confer with users via calls or emails to investigate and resolve problems.
- Assess system risks and escalate unresolved issues to second-level support for further action.

- User Training and Support:
- Explain technical aspects of the software to non-technical users and provide basic training as required.
- Ensure user queries and tickets are handled promptly and efficiently.

- Data Management:
- Perform data cleansing, updates, and maintenance related to users, shipments, organizational accounts, and other relevant data.
- Ensure the quality and integrity of data within the system.

- Procedure Adherence and Improvement:
- Stay up-to-date with standard operating procedures for freight and Cargowise software.
- Drive changes to improve business responsiveness and accelerate invoicing through comprehensive first-level service desk support.

Job Responsibilities - Experience and Education:

- Education:
- Bachelor’s degree in Business, Logistics, Information Technology, Industrial Engineering, or a related field.

- Experience:
- Previous experience with Cargowise is preferred but not required.
- Familiarity with tech tools and the ability to learn and operate new software domains.

- Skills:
- Proficiency in Microsoft Suite (SharePoint, Word, PowerPoint, Teams, Excel, etc.).
- Fluency in English, both written and spoken.
- Strong problem-solving and analytical skills with the ability to handle large volumes of data and work under pressure.
- Excellent communication skills with the ability to articulate knowledge clearly and structure information effectively.
- Ability to work within a global cross-functional team and with key stakeholders across the organization.
- Self-motivated, goal-oriented, with excellent time management and attention to detail.