ERP Support Lead

Remote - Remote (USA) | Full-time | Department: Customer Support | Reports to: Customer Support Manager

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.

Why CDR

• AI-forward from day one: we use AI tools daily, and strong performers get real opportunities to build AI-powered internal tools as they grow.
• Real growth path: strong performers grow from support into building internal tools and even light software development, not just up a support-tier ladder
• Your voice matters: as a liaison to our development team, the issues you flag and the ideas you raise can shape our product roadmap
• Stability with momentum: we've served the convenience store distribution industry since 1978 and continue to grow
• Small team, real impact: your work is visible and valued, not lost in a large organization
• Connect beyond your desk: attend industry events and meet face-to-face with our users during our customer conference

About CDR

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.

Key Responsibilities across multiple departments

Customer Support

• 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

AI & Innovation

• 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

Training

• Provide periodic training to customers on the ERP

Travel & Industry Events

• Occasionally travel to industry events and conferences, including CDR company events and IBM-related conferences