Client Service Specialist (Supply Chain, Customer Handling)

Infor Inc.; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Infor Inc. in Bengaluru seeks a Client Service Specialist to deliver exceptional customer support for the Infor Nexus platform. You will investigate and resolve issues, liaise with customers, carriers, suppliers, and internal teams, and ensure timely resolution with high customer satisfaction.

Ideal candidates have 4–7 years in customer support for SaaS or enterprise software, with strong analytical and communication skills and experience in case/incident management.

Qualifications

• Bachelor's degree in engineering, IT, supply chain, business, or related field.
• 4–7 years of experience in customer support, SaaS support, or operations.
• Experience supporting enterprise software applications in a customer-facing environment.
• Strong understanding of case management and incident management processes.

Responsibilities

• Deliver high-quality customer support through ownership and management of cases.
• Investigate, troubleshoot and resolve functional and technical issues in Infor Nexus.
• Manage customer interactions via case management systems, email and phone.
• Collaborate with Product Development and Cloud Operations to resolve complex issues.
• Document troubleshooting findings and contribute to knowledge base articles.
• Assist customers in completing transactions and business processes on Infor Nexus.

Skills

Customer support

SaaS support

Case management

Incident management

Education

Bachelor's degree

Tools

ServiceNow

Job description

Client Service Specialist (Supply Chain, Customer Handling)

Department: SaaS

Employment Type: Full Time

Location: Bengaluru

Description

Job Summary

The Client Services Specialist (CSS) is responsible for delivering an exceptional customer support experience by investigating, troubleshooting, and resolving customer issues related to the Infor Nexus platform. The successful candidate will partner with customers, carriers, suppliers, and internal teams to ensure timely resolution of cases while maintaining high levels of customer satisfaction.

This role requires strong analytical and communication skills, customer-centric problem solving, and the ability to work effectively in a fast-paced global support environment. Experience in supply chain operations, logistics, transportation, or enterprise software support is highly desirable.

A Typical Day in the Life Includes:

Key Responsibilities

• Deliver a high-quality customer support experience through effective ownership and management of customer cases.
• Investigate, troubleshoot, and resolve functional and technical issues within the Infor Nexus platform.
• Manage customer interactions through multiple support channels including case management systems, email, and phone.
• Analyze customer-reported issues and drive them through resolution while ensuring timely updates and clear communication.
• Collaborate with Product Development, Cloud Operations, Professional Services, and other internal teams to resolve complex customer issues.
• Assist customers in completing transactions and business processes within the Infor Nexus platform.
• Support integrations, EDI transactions, file flows, and supply chain workflows across customer environments.
• Document troubleshooting findings, solutions, and best practices to improve knowledge sharing and operational efficiency.
• Contribute to knowledge base articles, process documentation, and continuous improvement initiatives.
• Maintain strong product knowledge and continuously develop expertise in Infor Nexus solutions and related technologies.
• Identify opportunities for process improvements that enhance customer experience and support effectiveness.
• Participate in training, mentoring, and cross-functional learning initiatives.

Basic Qualifications:

Education and Experience
Required

• Bachelor's degree in Engineering, Information Technology, Supply Chain Management, Business, or a related field.
• 4-7 years of experience in customer support, application support, SaaS support, technical support, or operations.
• Experience supporting enterprise software applications in a customer-facing environment.
• Strong understanding of case management and incident management processes.

Preferred Qualifications:

• Experience supporting supply chain, transportation, logistics, or trade management applications.
• Exposure to EDI, system integrations, APIs, file transfer technologies, or related data exchange solutions.
• Experience working in a SaaS or cloud-based software environment.
• Knowledge of ITSM tools such as ServiceNow or similar ticketing platforms.