Support Specialist – Logistics ERP Full Time NEW

XEMI is an AI/ML-powered next-generation ERP solution transforming cross-border trade management. Our platform automates data extraction, streamlines customs clearance and freight forwarding operations, and supports regulatory compliance with greater accuracy and efficiency.

Designed for businesses of all sizes, from SMEs to large enterprises, XEMI offers a cost-effective suite of solutions including real-time shipment tracking, automated filing, intelligent error checking, smart alerts, document management, and integrated communication tools. By combining automation, operational workflows, and adaptive technology, XEMI helps logistics and trade businesses operate smarter, faster, and with greater control.

Role Description

We are looking for a full-time Support Specialist to join our Mumbai office. The ideal candidate will have a background in logistics operations, customs clearance, freight forwarding, or finance, and will be responsible for supporting customers using XEMI’s ERP platform.

In this role, you will provide customer and technical support, troubleshoot user issues, assist clients in understanding system workflows, and ensure smooth adoption of XEMI’s ERP solutions. You will work closely with customers to understand their operational challenges, provide timely resolutions, and coordinate with internal product and technical teams for complex issues.

This is an on-site role that requires strong communication skills, problem-solving ability, and a good understanding of logistics or finance workflows.

Key Responsibilities

• Provide day-to-day support to customers using XEMI’s ERP platform.
• Understand and resolve client queries related to logistics, customs clearance, freight forwarding, and finance workflows.
• Troubleshoot system issues, identify root causes, and coordinate with internal teams for resolution.
• Assist customers with platform onboarding, usage guidance, and process clarification.
• Document customer issues, feedback, and recurring problems for product and process improvement.
• Work with product, operations, and technical teams to resolve complex customer requirements.
• Ensure timely follow-up and maintain a high standard of customer satisfaction.

Qualifications

• Prior experience in customer support, operations support, or application support.
• Background in logistics, customs clearance, freight forwarding, shipping, supply chain operations, or finance.
• Understanding of Indian customs filing, freight forwarding processes, or logistics documentation is preferred.
• Experience working with ERP systems, logistics software, accounting systems, or SaaS platforms is a strong advantage.
• Familiarity with existing ERPs used by logistics providers for operations and finance is a plus.
• Strong troubleshooting and analytical skills to diagnose issues and provide effective solutions.
• Excellent written and verbal communication skills.
• Ability to interact professionally with customers and internal teams.
• Comfortable working in a fast-paced, technology-driven environment.
• Willingness to work from the Mumbai office.