Client Service Specialist – Infor Nexus

Designed for Progress incorporates two powerful concepts:

• Design, which represents Infor’s commitment to designing with purpose and intent so our work reflects the changing behaviors and expectations of our users and how they view the world. Our goal is to empower both individual employees and organizations by putting users first, building beauty into everything we do, and redefining expectations for the way software looks, feels, and functions.
• Progress, which Infor defines as partnering with customers to drive significant positive change. We are proud of the role we play in helping organizations move forward with their own visions of progress, whether that means small steps that make every day a little easier or giant leaps that impact mankind.

From our deep investments in the future to our commitment to making customers successful every day,
everything about Infor is designed for progress. Our Values Set Us Apart.

We seek a Client Service Specialist to provide quality customer support to our new and existing customer base at Infor Nexus within the Global Services organization. It is a visible position that requires a substantive level of proactive problem solving. Excellent communication skills and follow-through are essential for the position.

• 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 Infor 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.

• Excellent written and verbal communications skills in English
• At least 2 years Customer Service and/or Operations experience supporting a software application.
• 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
• 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.

• A sense of urgency - Conduct your work with intensity and speed. Huddle fast. Make fact-based decisions. Use good judgment. Keeping the initiatives moving. Repeat.
• A passion for customer success – Be responsive. Follow through on promises. Reject mediocrity. Be obsessive about doing better. Be accessible and communicate proactively. Be selfless. Work as One Infor.
• A thirst for innovation – Be curious. Be a change agent. Some ideas will prove out, and other will not. Fail fast. Iterate. Stay ahead of technology.
• A focus on results - Never ignore results and facts. Learn and adjust. Focus on quality in all that you do. Do more of what work; less of what is not working. Invest your time in value creation. Act like an owner with an adaptive, entrepreneurial spirit.
• A sense of community - Show compassion and caring for others. Be socially responsible. Be inclusive.