Matrix Customer Support

Job Description: Shift: First Shift Berkshire eSupply is a dynamic organization dedicated to supporting independent distributors with the products and services required to compete in the rapidly evolving industrial marketplace. With more than 2,5000 suppliers, we have more than 2 million industrial/MRO products available online, dispersed from three strategically located distribution centers - Detroit, Los Angeles and Houston. In the spirit of 4.0 logistics, our state-of-the-art automated fulfillment centers are fully heated & air-conditioned. Our same-day shipping capabilities enable 1- & 2-day delivery to most of the U.S. and fast delivery times outside of the U.S. Berkshire eSupply has various ready-made tools connecting all aspects of the supply chain, aiming to deliver the perfect blend of technology, talent, data, and products. Besides our vast inventory and logistics capabilities, Berkshire eSupply's services such as private label e-commerce platforms, private label vending solutions, and marketing support options make us a formidable partner for independent distributors looking to provide their customer base a level of service that can surpass the national distributors. With the Berkshire eSupply Network, independents can "Harness the Power of e." We are currently looking to add a Customer Support Specialist on our Matrix team at Berkshire eSupply. Matrix is a family of automated tool dispensers powered by MATRIX management software. The Matrix program helps customers drive down costs, streamline purchasing, optimize stock levels, control cost per unit (CPU), guarantee production output and select the right tools for each job. Berkshire eSupply also offers Matrix as a private label vending solution for independent distributors. In this position, you will be the main contact for orders involving vending machine business submitted from distribution customers to Berkshire e Supply. The primary responsibilities of this role will be to process Matrix orders and quotes, manage licenses and support subscriptions, and coordinate with Matrix production, corporate finance, and customers. This role also combines some hardware and software support with customer training. In this role, you will be secondary support for phone calls coming through the Matrix help desk phone and ticketing system. Why join the Berkshire eSupply Team? Paid Holidays & Paid Vacation Competitive Pay and Overtime Eligible Growth opportunity locally & nationally (we promote from within!) Tuition Reimbursement 401(k) with Company Match PPO Medical, Vision, and Company Paid Dental available FOM following hire Company Paid Short Term Disability, Long Term Disability, Life Insurance, EAP Voluntary Employee/Spouse/Child Life Insurance; Accident, Hospital Indemnity, Critical Illness Insurance, Pet Insurance, Identity Theft coverage, and more! Work out of our newly constructed Novi office with all new modern furnishings & equipment Check out our website for more information! https://www.berkshireesupply.com/ If your experience aligns with the description below and you're ready to be a part of a growing team that is changing the game for independents, then click Apply Now! Placement will occur ASAP. POSITION RESPONSIBILITIES: Process all order & quote requests from the Matrix Orders mailbox, including spare parts, drawers, accessories, new license requests, new subscriptions and custom Matrix cabinets. Assist with customer returns and credits, working with the corporate finance department. Work with the Matrix production team on any issues with production orders. Manage Matrix support subscriptions: create and activate them, manage start and end dates, and assist with year-end renewals. Oversee setting up of all new Matrix licenses, including upgrade and additional licenses. Make sure licenses are processed per documented procedures. Respond to customer questions and inquiries about invoices. Assist customers with ETA inquiries for Matrix parts and custom machines. …

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