Associate Customer Support Analyst

3 days ago

Burwood East, Australia SPS COMMERCE Full time

Description:
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain

**Position Summary**:
**Key Responsibilities**:

- Assess the nature of customer needs and work to resolve issues ranging from basic to moderate complexity. Refer and escalate to appropriate internal teams as necessary.
- Communicate with customers regarding their queries regarding system automation with their Account/ERP/WMS system and their trading partners.
- Work proactively with other teams in SPS to resolve the issues for customers
- Assist customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services.
- Log and track customer interactions using the designated customer resource manager (CRM).
- Demonstrate agility by acting as a flex resource as necessary across multiple contact channels.
- Adhere to provided schedules to ensure availability for customer needs and adapts to changes when needed.
- Passion for the customer and advocating for their requests within the company.
- An eye for detail with logical problem-solving skills.
- A technical mindset and the ability to adapt quickly.

**Location**:
In this hybrid role, you will be required to work onsite from our Melbourne, Australia office 3 days per week.

**Required Qualifications**:

- Bachelor’s degree or equivalent combination of education and experience. Strong verbal and written communication skills, proven organizational skills with an ability to effectively manage multiple projects in a fast-paced environment.
- Proven ability to understand and work effectively with technical processes and data.
- Excellent customer interaction skills and demonstrated ability to work effectively in a team environment.
- Requires hours Monday to Friday 8:00am to 4:30p OR 9:00am to 5:00pm

**Preferred Qualifications**:

- Prior customer support experience or technical/help desk experience preferred
- Knowledge of Systems such as Cin7/Dear/Unleashed/Xero/MYOB
- Knowledge of WMS systems, pick-pack, and order fulfilment processes
- Knowledge of Order processing and fulfilment
- Knowledge of 3PL’s

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