General information

Software as a Service
Job ID

Description & Requirements

Provide excellent service to our customers to help them solve problems.

Your Responsibilities Include

Interact and manage customer’s inquiry or complaint over the phone and through email; this includes troubleshooting, answering questions, and analysis of reported issues.

Responds to customer’s inquiries and/or complaints in a timely manner - research and analysis customer inquiry/complaint, identify problem, respond and trouble shooting.

Identify and prioritize problem cases, and route cases to appropriate or designated resources for resolution and to follow up until case is fully resolved.

Generate customer cases using service management tools.

Log details of inquiry/complaint, its comments and actions taken for record keeping.

Understand the specific customer and its trading partner relationship requirements - help users to complete transactions on the GT Nexus’s platform.

Monitor transactions and proactively reaching out to customers to assist with completion of their tasks.

Monitor payments and financial account activity for customers.

Document supporting procedures and solutions for common problems.

Communicate with various internal departments and our partners to ensure an integrated approach is delivered to resolve our client's problem.

Provide training to clients on various systems and their functionalities.

 Ensure delivery of quality customer service. Elicits feedback from customers to monitor their satisfaction.

Provide daily guidance and communication to junior team members so that high standard of customer services are provided in a timely, efficient, knowledgeable and professional manner.

Any ad hoc projects.

Knowledge and Skills, You Bring to the Organization

More than two years of customer service experience and/or operation experience in supporting a software application.

Bachelor degree in any discipline.

Working experience and knowledge in global supply chain such as Carrier, Logistics, Trade Operations, Trade Sales preferred.

Help Desk experience a plus.

Familiarity with accounting and LCs, banking and credit, import and export industries a plus.

Ability to work in a time sensitive and diversify environment. A team player.

Proven desire to update product knowledge and skill set where required.

Strong Customer Orientation, Good Customer Service, Communication, Problem Solving and Analytical skills.

Excellent Interpersonal and communication skills. Able to master business spoken and written Japanese, Mandarin and written English.

Working knowledge of all Microsoft Office applications (Excel, Word, PowerPoint). 

About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all. We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

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Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.


We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (PBM™). Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.