We are currently seeking individuals to join our Customer Care team. This position will report to our new office in Irvine, CA. The purpose of this role is to ensure ongoing customer satisfaction and continuing strong customer relationships, creating a “Customer for Life”.
Primary Responsibilities:
- Provide multi-faceted support for clients using Plex Online including: resolving problems, explaining products and services, instructing in use of software, coordinating and assisting with implementations, configuring software, troubleshooting, billing concerns and other business priorities
- Gather information, research and manage user support requests from creation to completion
- Communicate appropriate options for resolution and status in a timely manner
- Collaborate with Implementation and Development departments to resolve customer support requests
- Gather and create accurate requirements for software enhancements designed to meet the true business needs of the customer
- Manage timelines and deliverables with internal departments and customers
- Test and implement software enhancements
- Provide functional guidance and training to customers on new enhancements, modules and features
- Advise customers about available service(s) and assess customer needs
- Utilize and enhance Knowledge Management System
- Build formal and informal relationships with customers and internal team members
- Occasional travel to customer locations
Qualifications:
- A Bachelor degree, preferably in Business, Supply Chain Management, CIS or computer-related field
- or equivalent experience in implementing, consulting, or supporting an ERP system
- Experience in manufacturing, particularly food/beverage, automotive, electronics, aerospace, and/or industrial industries
- Prefer experience using, supporting, or implementing an ERP/MRP system
- Prefer experience within Accounting, Materials Management, Supply Chain or Quality
- Experience with Plex Online a strong plus
- Experience building and maintaining good customer relationships
- Ability to maintain technical record keeping
- Ability to use analytical skills to resolve business issues
- Ability to manage and prioritize many projects simultaneously
- Organized and detail oriented
- Ability to work independently, without close supervision, as well as part of a team
- Ability to communicate complex issues to varying levels of users in a professional, positive, friendly and understandable manner
- Aptitude to use and demonstrate an understanding of the technology and use of Company and competitor products the group supports
- Willingness to work non-standard hours as needed
To apply for this position send your cover letter and resume to jobs@plex.com.
