ERP Support Lead

Libra Software Group•,

1d•Remote

About The Position

CDR Software's Customer Support team is growing, and we're looking for an ERP Support Lead to help our convenience store distribution customers get the most out of their ERP system every day. If you enjoy solving real problems, want your feedback to directly shape our product roadmap, and are looking for room to grow beyond the help desk, we want to hear from you. Founded in 1978, CDR Software has become a leading provider of fully integrated, all-in-one, and a la carte software solutions specifically designed for distribution companies in the convenience products industry. CDR has established and nurtured long-term relationships with convenience distributors by combining innovative software solutions with personalized customer care. CDR anticipates industry trends and delivers advanced, proven technologies that increase profitability, enhance customer satisfaction, and generate new sources of revenue. A Customer Steering Committee helps identify industry requirements and guide product development, and CDR hosts Converge, a biennial customer conference featuring workshops, presentations, and product road mapping. CDR offers a robust, all-in-one technology solution backed by world-class support and professional services.

Requirements

Customer Support experience
Experience with ERP systems
Ability to analyze trends in customer data
Familiarity with AI tools for development and support
Willingness to participate in an on-call rotation
Willingness to travel occasionally

Nice To Haves

Experience building internal tools with AI
Experience in the convenience store distribution industry

Responsibilities

Answer incoming phone calls, emails, and log all customer interactions requests
Provide support and escalate more complex issues to the Customer Support Manager or senior team members as needed
Manage the open ticket queue using support metrics and performance targets, defined in your 30/60/90 day onboarding plan
Serve as a liaison between customers and CDR's development team, relaying feedback and escalating enhancement requests
Participate in an on-call rotation covering after-hours support (nights/weekends) outside the standard 8am-5pm business day, rotating among the support team at roughly one week in five
Analyze trends in customer data to identify common issues and root causes, and help implement fixes that reduce recurring tickets
Use Claude Code to build internal tools for yourself and the wider CDR team
Explore turning proven internal tools into production features or programs for customers, using AI-assisted development
Use AI tools to help support marketing campaigns and content
Use AI tools to help scope and build new modules and new features for our customers
Provide periodic training to customers on the ERP
Occasionally travel to industry events and conferences, including CDR company events and IBM-related conferences