Location: Remote
Compensation: $70,000
About Centric Software:
Centric Software stands at the forefront of innovation, delivering cutting-edge PLM solutions tailored specifically for the retail, fashion, footwear, luxury, and consumer goods industries. Our enterprise software applications are designed to meet the unique challenges of the fast-moving consumer goods market, empowering businesses to manage, optimize, and execute their critical processes with ease.
From concept to production, our software solutions streamline the journey of bringing products to life. We support our customers in effectively managing materials, sourcing, quality, and pricing, ensuring every step leads to a successful final catalog. With Centric Software, businesses can navigate the complexities of product development with confidence and agility. www.centricsoftware.com
Job Summary
We are seeking a Customer Support Representative to be the primary point of contact for customers requiring assistance with our AI-driven Planning & Pricing SaaS platform. This role involves troubleshooting issues, providing step-by-step solutions, and ensuring a seamless customer experience. You will work closely with technical teams to resolve complex problems while maintaining a customer-first approach.
About The Team
Centric is rapidly expanding into the fashion/sports, beauty, and home markets with industry-leading solutions in Product Lifecycle Management (PLM), Market Intelligence & Trends, and Planning & Pricing.
The Planning & Pricing Business Unit is a fast-paced, innovative team at the forefront of AI-driven pre- & in-season planning and pricing solutions. Our platform optimizes assortment planning, allocation & replenishment, and price optimization, ensuring customers maximize revenue and efficiency.
This role requires initiative and autonomy in handling customer issues effectively and providing best-in-class support.
Responsibilities
Customer Support Operations
- Respond promptly to customer inquiries via email, chat, or calls in a professional manner.
- Offer clear, step-by-step solutions to common issues, ensuring customers feel informed and supported.
- Troubleshoot software-related problems and escalate complex cases to specialized teams (Professional Services, Customer Success, Product Support, DevOps).
- Monitor escalated tickets and follow up to guarantee timely resolutions.
- Educate customers on product features, best practices, and workflows to enhance their experience.
- Maintain and update the internal knowledge base and external help center documentation.
- Act as a customer advocate, communicating recurring issues and feedback to the Product and Customer Success teams.
- Strive for exceptional service, aiming to exceed customer satisfaction (CSAT) and engagement metrics.
- Meet or exceed key performance indicators (KPIs), including:
- Number of tickets created
- First response time
- Resolution time
- Customer satisfaction (CSAT) scores
Experience & Education
- 2-4 years in customer support, service desk, or help desk roles, preferably within a SaaS or tech environment.
- Bachelor’s degree in Computer Science, Business, IT, or a related field (or equivalent work experience).
- Strong problem-solving and technical aptitude, with the ability to learn new software quickly.
- Ability to support and troubleshoot replenishment and pricing systems, preventing operational downtime.
- Experience with Cloud Solutions, Data Integration, Business Intelligence, and Supply Chain processes is a plus.
- Familiarity with customer support tools like Zendesk, Jira, Salesforce.
- Ability to monitor, improve, and manage SLA-driven processes, particularly in replenishment and pricing workflows.
- Understanding of data-driven insights and their role in optimizing pricing strategies.
- Ability to adapt as customer reliance on replenishment and pricing processes grows.
- Strong communication skills, with a patient and customer-focused approach.
- Highly organized with great attention to detail.
- Ability to work remotely and collaborate across teams.
- Language skills:
- English (Required)
- German, Italian, French, or Spanish (Plus)
- SQL (Required)
- Python, JavaScript (Plus)
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
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What We Do
Centric Software® is the innovator behind the #1 Product Lifecycle Management (PLM) platform, Centric PLM™, that is blazing the trail for brands, manufacturers and retailers across all segments of the consumer goods industry. Headquartered in Silicon Valley, Centric Software has shattered the mold to create state-of-the-art digital solutions to satisfy the needs of every player in the market, large and small, and supports their mission to develop high-quality, sustainable products that are on time and on trend.
- Centric PLM delivers enterprise-class merchandise planning, product development, sourcing, quality and product portfolio optimization innovations specifically for fast-moving consumer industries. Centric PLM streamlines the product development process from concept to retail.
- Centric Planning provides best-in-class data and visually driven financial, merchandise and assortment planning as well as store and vendor forecasting to maximize margins and for seamless and fast, pre and in-season execution.
- Centric Visual Boards improves collaboration and decision-making of merchandising and buying teams through intuitive digital boards, driving innovation and decreasing time to market.
All Centric solutions are market-driven, ensuring they meet the needs of customers. These innovations include the first ever PLM mobile apps, 3D CAD connectors, sustainability integrations, and more. Centric Software has the highest user adoption rates in the industry and proudly maintains a 99% customer retention rate due to its seamless implementation methodology which ensures that 100% of its customers go live. Centric Software is proud to provide the best solution, backed by the best team to service the best customers.
Centric Software is a subsidiary of Dassault Systèmes (Euronext Paris: #13065, DSY.PA). For more information, please visit www.centricsoftware.com.
