About the role
The Client Services Specialist (CSS) is responsible for delivering an exceptional customer support experience by investigating, troubleshooting, and resolving customer issues related to the Infor Nexus platform. The successful candidate will partner with customers, carriers, suppliers, and internal teams to ensure timely resolution of cases while maintaining high levels of customer satisfaction.
This role requires strong analytical and communication skills, customer-centric problem solving, and the ability to work effectively in a fast-paced global support environment. Experience in supply chain operations, logistics, transportation, or enterprise software support is highly desirable. A Typical Day in the Life Includes:Key Responsibilities
- Deliver a high-quality customer support experience through effective ownership and management of customer cases.
- Investigate, troubleshoot, and resolve functional and technical issues within the Infor Nexus platform.
- Manage customer interactions through multiple support channels including case management systems, email, and phone.
- Analyze customer-reported issues and drive them through resolution while ensuring timely updates and clear communication.
- Collaborate with Product Development, Cloud Operations, Professional Services, and other internal teams to resolve complex customer issues.
- Assist customers in completing transactions and business processes within the Infor Nexus platform.
- Support integrations, EDI transactions, file flows, and supply chain workflows across customer environments.
- Document troubleshooting findings, solutions, and best practices to improve knowledge sharing and operational efficiency.
- Contribute to knowledge base articles, process documentation, and continuous improvement initiatives.
- Maintain strong product knowledge and continuously develop expertise in Infor Nexus solutions and related technologies.
- Identify opportunities for process improvements that enhance customer experience and support effectiveness.
- Participate in training, mentoring, and cross-functional learning initiatives.
Required
- Bachelor's degree in Engineering, Information Technology, Supply Chain Management, Business, or a related field.
- 4-7 years of experience in customer support, application support, SaaS support, technical support, or operations.
- Experience supporting enterprise software applications in a customer-facing environment.
- Strong understanding of case management and incident management processes.
- Experience supporting supply chain, transportation, logistics, or trade management applications.
- Exposure to EDI, system integrations, APIs, file transfer technologies, or related data exchange solutions.
- Experience working in a SaaS or cloud-based software environment.
- Knowledge of ITSM tools such as ServiceNow or similar ticketing platforms.