Cargowise Support

THE COMPANY

Our client is a global logistics and supply chain company with a network spanning over 300 branches across 26 countries. Founded in 1978, our client offers comprehensive services in air and ocean freight, warehousing, customs brokerage, and domestic transport. With a strong presence in North America, the company is known for its high-performance culture, customer-centric approach, and long-term vision. People are the foundation of success, and the company is committed to promoting from within, investing in technology, and empowering its teams to deliver world-class supply chain solutions.

THE POSITION

Are you a creative thinker who enjoys seeking out and learning new ways to improve processes? Do you have operations experience and a knack for problem-solving? Are you passionate about helping teams achieve their goals by making their daily work smarter and more efficient? If so, this CargoWise Support Role could be the perfect role for you.
Due to an internal team change, we have an opening on the A&O National Support Team based in Franklin Park, Illinois (Chicago). This diverse CargoWise Support role offers ongoing opportunities to develop new skills and challenge yourself. Whether you’re working on a new project, providing reporting to a branch, or responding to support inquiries, this is a cross-functional role where no two days are the same.
In this role, you will provide frontline support, training, and system optimization for our air and ocean freight forwarding operations. The ideal candidate will possess deep knowledge of CargoWise One modules and workflows relevant to international logistics, and a passion for empowering teams through technology.

Key Responsibilities:

• Responding to CargoWise and operational support inquiries
• Exploring operational processes and serve as the primary support contact for CargoWise users across Air & Ocean operations in North and South America.
• Troubleshoot, escalate, and resolve system issues related to freight forwarding, customs, documentation, invoicing, and shipment tracking.
• Provide training and onboarding for new users and ongoing support for existing staff.
• Customize and configure CargoWise modules and documentation (including Freight Forwarding, Customs, Transport, Workflow, and Accounting) to meet operational requirements.
• Liaise with global CargoWise administrators, third-party vendors, and internal stakeholders to implement best practices.
• Monitor data integrity and compliance with industry standards and internal SOPs.
• Support system upgrades, enhancements, testing, and process documentation.
• Generate and maintain reports and dashboards to support performance tracking and decision-making.
• Schedule system maintenance upgrades.
• Performing system testing (UAT).
• Collaborate with cross-functional teams to optimize end-to-end supply chain efficiency using CargoWise features and automation.

THE CANDIDATE

What You’ll Need:

• At least 3 years of experience in an operational role working with CargoWise One in a transportation or freight forwarding or similar environment (Air & Ocean modules highly preferred).
• Solid understanding of international shipping documentation and logistics workflows.
• Experience in system configuration, user support, and process improvement.
• Should be able to customize documents, customize CargoWise reports (a big plus), Familiarity with EDI integrations, have knowledge of the CargoWise system including workflow automation.
• Strong management/and or influencing skills without direct authority
• A great attitude and a willingness to challenge the status quo by asking “why” and offering new ideas
• Prior training experience or ability to coach and support users at varying technical skill levels, or a strong desire to learn.
• A proactive approach, actively searching for answers when you don’t know something
• Process-oriented thinking with exceptional organization skills
• An appreciation for the value of data and connectivity in supply chains
• Fluency in English (spoken and written)

What You Can Expect:

• Exposure to the Air & Ocean transportation business internationally
• Close-knit, talented team to support your growth

This role is based in Chicago (Franklin Park, Il., allowing you to collaborate and learn alongside the existing team. This opportunity is ideal for someone who values analytical thinking, enjoys supporting their fellow team members, and wants to make a meaningful impact on our branches.