Hybrid/Remote
To be successful in this role, you must be a motivated self-starter comfortable working in a dynamic environment, have an eagerness to proactively thrive in problem spaces, be comfortable asking for help, and deliver high-quality, timely, and accurate resolutions to varying customer issues. You must also possess strong communication and problem-solving skills and be able to prioritize multiple requests and work assignments, all while maintaining a positive and professional attitude.
We are a small, passionate team dedicated to delivering high-quality, easy-to-use, web-based tools, and mobile applications that extend the capabilities of the Eclipse ERP system. Our suite of products integrates seamlessly with the Eclipse system, and increases the productivity, levels of customer satisfaction, and overall profitability of our customers.
Innovo prides itself on its ability to recruit, train, and retain exceptional individuals. We hire the whole person and expect everyone to bring their authentic self to work. We are relentlessly customer focused! We expect the best from each other through our work, and our attitudes.
We communicate directly, honestly, and respectfully – we’ll give it to you straight, we are a “lip service” free zone. We check our egos at the door. We don’t want “know-it-alls”. We want people that admit what they don’t know, and then go learn. We take care of our people. Really well!
- Dedicated support manager, and single point of contact, for all Sonepar issues/questions related to the Innovo Route and Deliver products.
- Implementation and training for all new Opco rollouts.
- Ongoing training and process optimization.
- Proactive review and monitoring of Opco performance metrics.
- Single point of contact for Sonepar enhancement requests.
- Manage rollout and training of new features and releases.
- Periodic travel to Opco’s.
- Provide quarterly updates/feedback to the Sonepar team.
- 3 to 5 years of experience working in a fast-paced environment solving technical customer issues.
- The ability to work effectively with both technical, and non-technical customers to resolve issues over the phone, via online meetings, over email, and through a help desk system.
- Must have strong PMO and project leadership skills, and the ability to communicate effectively with end-users based on varying job requirements, needs, and technical abilities.
- A deep understanding of the Eclipse material in-process workflows, WMS capabilities and, manifesting workflows.
- Hands on experience with the order management process in Eclipse inclusive of Ship Via, Ship Dates, Backorder management and fulfillment workflows.
- Demonstrated ability to effectively manage the prioritization and resolution of support issues from initiation to completion in a fast-paced environment with quick response times.
- Track record demonstrating a high-level work ethic, personal initiative, and creative problem-solving skills, along with attention to detail.
- Excellent written and verbal communication, and interpersonal skills including active listening, demonstrating empathy, patience, and a positive attitude.
- Must be comfortable conducting customer onboarding and training, in-person and virtually.
- 3 to 5 years of customer support/success experience.
- Hands-on experience and knowledge on Eclipse ERP system.
- Demonstrated knowledge of Innovo’s mobile apps and web-based tools.
- Must be proficient with the Zendesk customer support platform.
- Bachelor’s degree or equivalent education and experience.
The estimated salary range for this position is $100,000 – $120,000.
Starting salary may vary based on permissible, non-discriminatory factors such as experience, skills, qualifications, and location. Innovo is committed to equal employment opportunities. We hire individuals based solely on merit and qualification.
Innovo offers a comprehensive benefits package including medical, dental, vision, flexible spending, 401(k) including an employer match, paid holidays, and 3 weeks of paid vacation per year.
