What are the responsibilities and job description for the EDI Software Support Manager | EDI position at Epicor?
Requirements
Description & Requirements
EDI Software Support Manager | EDI
The Customer Support Manager is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction.
What you will be doing:
The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.
About Epicor
At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.
We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Description & Requirements
EDI Software Support Manager | EDI
The Customer Support Manager is responsible for managing a support team to provide appropriate and timely solutions to customers. Provides recommendations for support strategy and improvement of overall customer satisfaction.
What you will be doing:
- Improve customer response-time and case resolution time – Service Level Targets.
- Improve customer case resolution quality and case queue and other key KPIs.
- Handle case escalations from customers and reach out to customers to listen to their needs and formulate action items with follow-through.
- Manage Monthly National Account CS reviews with each NA customer team.
- Review customer feedback surveys.
- Monitor key CS metrics to measure performance and set actions.
- New CS initiatives improve customer support – e.g., agent training, test systems, knowledge base loads.
- Support sales staff’s request for help on sales issues.
- Set and manage CS agent goals along with agent reviews and ratings.
- Bachelor’s degree (or equivalent experience).
- 2-3 years applicable EDI and/or ERP experience and demonstrated success/knowledge.
- Ability to define, lead and drive business improvement initiatives to improve customer support.
- Skilled at speaking to customers or customer teams to communicate updates or engage them in a discussion on their key issues.
- Experienced listening to and addressing customer concerns and issues via the phone, via email or in person at events and take corrective actions and provide follow-up.
- Ability to lead, manage staff and motivate them to achieve the individual and team goals.
- Knowledge of how to use and manage information and cases a case management system (like Epicor’s EpicCare customer support portal).
- EDI management experience.
- ERP Experience.
The Global Support team is our customer advocate and business partner, working to provide best-in-class training for Epicor customers. We support global customer education and deliver consistent, high-quality offerings across all product lines. Our team takes pride in offering exceptional customer service and transforming the way we interact with our customers. We’d love to have you join us.
About Epicor
At Epicor we know that success comes from working together. Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customers’ success and our growth as a business.
We’re truly a team. Working in close partnership, we bring wide-ranging talents together in powerful collaborations. We think innovatively, share our knowledge generously, and constantly learn from our colleagues. We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other. Together, we go further and imagine an even brighter future.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Equal Opportunities and Accommodations Statement
Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
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