ASSOCIATE MANAGER, CUSTOMER SUPPORT

Customer Support Associate Manager The Customer Support Associate Manager oversees a team to provide guidance and resolution to customer issues while ensuring adherence to guidelines and company policies.
The role focuses on workload distribution, training, and continuous improvement activities to enhance customer satisfaction.
This position includes specialized focus on supporting the Epicor EDI & VAN product line.
What you will be doing Oversees the work of the team and manages personnel decisions, including hiring, performance evaluations, and development plans.
Resolves a high volume of diverse customer issues, with expertise in EDI (Electronic Data Interchange) and VAN (Value-Added Network) solutions.
Develops deep technical knowledge of the supported Epicor products and EDI & VAN technologies, ensuring the team is well-trained on these systems.
Focuses on continuous improvement activities, such as refining workflows and addressing recurring issues, to improve overall customer satisfaction.
Owns and develops processes to gather, track, triage, and route issues to appropriate teams while assessing their validity and urgency.
Monitors team metrics and performance, ensuring alignment with service-level agreements (SLAs) and business objectives.
Acts as an escalation point for complex customer concerns, particularly those involving EDI and VAN product functionality.
What you likely bring Coaching and leadership skills to guide and develop a high-performing team.
Proficient in testing processes, methodologies, and troubleshooting technical issues.
Experience working with CRMs, issue management tools, and SaaS or e-Commerce platforms.
Ability to analyze data to identify trends and drive process improvements.
7+ years of applicable experience with demonstrated success in customer support roles.
2+ years of experience managing and developing employees.
What will set you apart 2+ years of specialized experience in EDI, VAN, or related product support, including file formats, data mapping, and integration processes.
Bachelor’s degree in a related field (or equivalent experience).
#LI-MG1 #LI-HYBRID About Epicor At Epicor, we’re truly a team.
Join talented professionals in creating a world of better business through data, AI, and cognitive ERP.
We help businesses stay future-ready by connecting people, processes, and technology.
From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters.
Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path.
Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive.
At Epicor, your success is our success.
And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.
Competitive Pay & Benefits Health and Wellness.
Comprehensive health and wellness benefits designed to support your overall well-being.
Internal Mobility.
Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Career Development.
Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Education Support.
Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Inclusive Workplace.
Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Work-Life Balance.
Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Global Mobility.
Comprehensive support for international relocations and permanent residency processes.
Equal Opportunities and Accommodations Statement  Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in.
If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.
Recruiter.
Martin Garcia Jr.
At Epicor, we know that success comes from working together.
Everyone has a role to play, and it’s the essential partnerships across our company that are crucial to our customer’s success and our growth as a business.
We’re truly a team.
Working in close partnership, we bring wide-ranging talents together in powerful collaborations.
We think innovatively, share our knowledge generously, and constantly learn from our colleagues.
We’re proud of the success we achieve every day, but we never stop challenging ourselves and encouraging each other.
Together, we go further and imagine an even brighter future.
Whatever your career journey, we’ll help you find the right path.
Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive.
At Epicor, your success is our success.
And that success really matters, because we’re the essential partners to the world’s most essential businesses – the hardworking companies who make, move, and sell the things the world needs.
At Epicor, we are committed to upholding the highest standards of integrity and transparency.
We have become aware of phishing scams where individuals pose as our recruiters, hiring managers, and/or HR Business Partners to obtain personal information.
These scams can seem legitimate, but it's important to know how to protect yourself.
How to Identify Phishing Scams.
No Payment Required.
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Our recruiters will never ask for payment to apply for a position or as a condition of employment.
For example, any required background check will be facilitated by Epicor.
Beware of Misleading Communications.
Do not pay any fees to individuals, agencies, or employment portals related to an interview or other interaction with Epicor.
Epicor will not be responsible for any loss or damage suffered.
Verify Authenticity.
All legitimate Epicor emails will end with “@epicor.
om”.
The only valid domain is www.
picor.
om.
Verify job positions on our careers site at jobs.
picor.
om.
Be cautious of generic emails and check for misspellings of Epicor or non-Epicor email addresses (e.
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om, yahoo.
om, or even close variations like @epicor.
alent.
om).
If you have any questions or encounter any suspicious emails, job postings, and/or communication from what appears to be Epicor, please report them to immediately.