Position: Account Support Specialist
Company: Erbis
Category: Support
Experience required: 1y
English level: fluent

**OUR CLIENT**
A top-notch Logistics IT provider based in Silicon Valley, California that provides a supply chain optimization solution used by Fortune 500 companies helping them reduce costs and increase operational efficiency.

**OUR PRODUCT**
Aggregating data from more than 40 US-based and outside US carriers the system provides visibility for global supply chains, helping to enhance collaboration between multiple suppliers, customers, and supply chain partners by providing real-time insights about delivery costs, transactions, and other relevant supply chain information. Solution provides analytics tools that help companies not only control their shipping rates but also negotiate better contracts and identify fraudulent activities.

**YOU ARE:**
● Excellent written and verbal communication skills. Speaking fluent English (Advanced).
● Self-motivated – set priorities and takes initiative with given assignments
● Detail-oriented – corrects errors with precision, questions with insight and thoroughness, examines fine points for accuracy
● Keen sense of timeliness and ability to establish and meet deadlines
● Comfortable with minimal supervision, but high accountability
● Ability to switch tasks quickly and sometimes often
● Willingness to learn as you go, with a “Do-It-Yourself” attitude
● Highly organized – can locate files, emails, presentations quickly
● Strong Microsoft Excel skills
● Outstanding computer skills
● General knowledge of EDI

**WHAT TO DO:**
● Become an Expert:
- Learn our software through hands-on training, using it as a customer would, in designated test scenarios until you are proficient and able to test the software
- Assist with troubleshooting through in-depth research, testing and assessing, and then reporting specifics with facts and detailed examples
- Understand the variances in how each customer uses our platform 

● Data Management:
- Proactively manage and monitor customer data to identify opportunities (efficiencies, cost savings, etc)
- Monitor our EDI orchestrations for files that need reprocessing and contact customers when needed
- Perform a variety of data support tasks, including develop custom reports, analyze customer data to identify trends and data anomalies, and data scrubbing
- Manage, monitor and establish metrics

● Customer Management:
- Input customer account information, review and maintain account databases, setup new customers
- Respond to client’s requests for information or account changes while meeting established SLA’s
- Update and create training information
- Conduct online training sessions with customers, their suppliers, and carriers
- Test new application enhancements, identify and report issues in a timely manner, create and update project management tickets
- Manage implementation tasks for new and existing customers
- Track customer activity as required to support invoicing requirements

● Be a Team Player:
- Proactively communicate with internal and external stakeholders
- Work and collaborate as a strong team member with all areas of our business – our development engineers, customer support, sales
- Provide support for strategic initiatives

**WE HAVE SOME PERKS & BENEFITS. YOU CAN:**
● Get recharged with 24 working days of vacation.
● Get well faster with paid sick leave.
● Join company parties, and cultural events — due to the current situation on a virtual basis.