Customer Solutions Specialist

What makes Stephen Gould exceptional.

Founded through a passion for entrepreneurship, our success is due to the ingenuity and tenacity of our extraordinary teams, bringing people and ideas together. With Stephen Gould, everything is within reach including an exciting career opportunity. We want you to join our team and build on our incredible 80-years of excellence. Stephen Gould looks for people that want to support, create, and develop exciting solutions for a variety of engaged and passionate clients across the global.

Values and behaviors we look for:

• Be accountable for your work, mindful of your actions, expectations, and thoughts toward others.
• Be courteous and respectful, persevere through challenge and embrace your dedication
• Be committed to delivering the best results as a team, recognize that decisions may differ from individual opinion, we succeed as a team.
• Reflect on and use your training, be empowered by your knowledge of resources and people around you.

What will I do?

The Customer Solutions Specialist plays a pivotal role in building and maintaining strong customer relationships. You will collaborate with internal customers, internal teams, and service partners to identify their needs, define goals, and develop tailored solutions. As the primary point of contact for a single division, you will manage communication, escalate issues when necessary, and ensure client satisfaction. This position requires excellent communication, organization, and multitasking skills, along with a deep understanding of Epicor business flows (Procure to Pay and Order to Cash) and a keen eye for detail.

Responsibilities include the following; however other responsibilities may be assigned at the discretion of management.

• Client Relationship Management:
  • Establish and manage relationships with internal and external customers.
  • Serve as the primary point of contact for customers, branch teams, and service partners.

1. Collaborate with customers to understand their operational challenges and goals for improvement.
2. Facilitate discussions that help bridge gaps between customer expectations and internal capabilities.

• Foster cooperative relationships and resolve work-related issues with customers and colleagues.

1. Research and collaborate with Payables, Receivables, and Branch Representatives to rectify escalations.

• Solution Development and Education:

• Design and maintain components for material and information movement solutions.
• Test and roll out educational materials for supply chain system components or full solutions.
• Facilitate regular feedback sessions with customers to gather input, answer questions, and clarify misunderstandings about solutions or processes.
• Monitor the AP exception dashboard to identify trends and collaborate with branch partners on targeted training and support for resolution.
• Investigate customer issues to identify root causes and new solutions, proactively educating partners.
• Translate complex technical or procedural updates into clear messaging for users at all levels.
• Continuous Improvement:
  • Work with customers to identify areas for improvement and implement effective solutions.
  • Communicate improvement initiatives and outcomes to stakeholders to build transparency and support.
  • Adapt to changes in the workflow and corporate processing design.
  • Contribute to achieving the organizational mission by completing all assigned tasks.
• Implementation Support (where required):
  • Manage implementation and service conflicts, escalating to management and the BTE team as needed to ensure smooth progress.
  • Support smooth implementation by assisting branches in optimizing their Wave 0 business processes for Wave X processing.
  • Act as a communication bridge between technical teams, branch users, and leadership during implementation phases.
  • Host working sessions to address recurring questions and increase user confidence during transitions.

Role Requirements

• 1-2 years of experience in Epicor (Wave X) processing.
• Strong understanding of the Epicor procure-to-pay and order-to-cash processes.
• Excellent communication and interpersonal skills (written and verbal).
• Superior organization and time management skills.
• Ability to learn and adapt to changes in the workflow.
• Problem-solving and analytical skills.
• Proficiency in Microsoft Excel and other software platforms.
• Self-motivated and able to work independently.

THIS POSITION DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE EMPLOYEE(S) INCUMBENT IN THIS POSITION. EMPLOYEES WILL BE REQUIRED TO FOLLOW ANY JOB-RELATED INSTRUCTIONS AND TO PERFORM ANY OTHER JOB-RELATED DUTIES REQUESTED BY ANY PERSON AUTHORIZED TO GIVE INSTRUCTIONS OR ASSIGNMENTS.

EEOC: Stephen Gould is an equal opportunity employer.