CargoWise TMS Support Analyst – Forwarding & Customs

CargoWise TMS Support Analyst – Forwarding & Customs

Location: Mysuru, India

Engagement: Full-time

Working Hours: India business hours, supporting the APAC region

Industry: Transportation & Logistics

Recruiting via: Arj Global – Hiring Partner

About the Client

Our client is a leading global transportation and logistics provider. It offers international freight forwarding, customs brokerage and time-critical freight services to customers worldwide. Its forwarding and customs operations run on CargoWise, and it is strengthening its application support capability for the APAC region.

The Role

We’re looking for an experienced Application Support Analyst to support and maintain CargoWise, with a focus on the Forwarding and Customs modules.

You’ll be the go-to person for operational users. You’ll resolve application issues, help with configuration, and drive improvements across international forwarding and customs processes. This role is ideal for a CargoWise Super User, Power User or Administrator who enjoys troubleshooting and has worked in a service desk or helpdesk environment.

What You’ll Do

• System support: provide day-to-day support across Forwarding, Customs, shipments, declarations, billing, job management, milestones and workflows.
• Ticket management: triage, prioritise and resolve user tickets, communicating clearly and on time.
• Incident and problem management: investigate recurring issues, identify root causes and support long-term fixes.
• Business user support: work with operations, customs, finance and regional teams to understand issues and requirements.
• Configuration: support updates to organisations, users, workflows, milestones, charge codes, document templates, reference data and operational settings.
• Testing: validate changes, enhancements, upgrades and patches against business requirements.
• Documentation: maintain support processes, configuration records, troubleshooting guides and known-issue logs.
• Training: coach end users and support colleagues to improve CargoWise usage and reduce repeat issues.
• Collaboration: work with IT, operations, regional leadership and software vendors to resolve issues and deliver improvements.
• Continuous improvement: spot opportunities to improve processes, data quality, automation and efficiency.
• Compliance: make sure support activity and changes follow company policy and regulatory requirements.

What You’ll Bring

Essential

• 3–5 years in application support, systems support, logistics operations or a similar role.
• Hands-on CargoWise experience, ideally as a Super User, Power User or Administrator.
• L1/L2 troubleshooting and ticket resolution experience.
• Understanding of the shipment lifecycle, job management, billing, documentation and customs processes.
• Background in freight forwarding, customs brokerage, logistics or supply chain.
• Strong incident and problem management discipline.
• Excellent written and verbal communication, and a patient, customer-focused approach.

Desirable

• Experience with the CargoWise Forwarding and/or Customs modules.
• CargoWise configuration experience.
• A service desk or helpdesk background.
• SQL skills.
• Experience with ServiceNow, Jira, Freshservice or similar.
• Experience supporting users across multiple countries and time zones.

Why Apply

• A specialist CargoWise role with real ownership of APAC support.
• Exposure to international forwarding and customs operations at a global logistics business.
• India business hours, with no night shifts.

Job Type: Full Time

Job Location: India Mysuru