· Interact with customers and manage their inquiries via phone, e-mail and CRM support tool. This includes troubleshooting queries, answering business related questions and providing detailed analysis of reported issues.
· Candidate will be required to respond to customer queries by identifying the problem, utilizing product knowledge and or resource tools to research the customer inquiry, follow up, ensure appropriate escalation if applicable and communicate details of the resolution.
· Assist customers with completing transactions on the GT Nexus platform, while understanding their specific requirements.
· Communicate with partners and various departments within our organization to ensure an integrated approach to client relationship.
· Administer training to clients on various functions within the system.
· Document support procedures and solutions for common issues.
· Assist with training to team members.
· Provide assistance to assigned projects.
Qualifications:
· At least 2 years Customer Service and/or Operations experience supporting a software application.
· College degree preferred.
· A successful candidate will be detail oriented, analytical, and an effective problem solver
· Excellent oral and written communication; customer relations skills a must.
· Demonstrated ability to follow through on tasks/projects assigned
· Working knowledge of Microsoft Office applications (Excel, Word, PowerPoint)
· Capacity to multitask and work in a deadline/time sensitive environment
· Ability to work both independently and in a team environment which requires listening to group members, sharing knowledge and assuming responsibility to ensure success in any efforts.
· Knowledge of supply chain and/or logistics management preferred
· Familiarity with EDI or technical mapping a plus.
