What are the responsibilities and job description for the Infor WMS SUPPORT SME position at OVO Logistics?
Company Description
OVO Logistics specializes in providing comprehensive logistics services and practical transportation solutions across a variety of industries. We partner with clients to deliver freight management, transportation planning, and supply chain support to ensure efficient and on-schedule shipments. Our team emphasizes clear communication, real-time coordination, and problem-solving to address day-to-day shipping challenges. With a focus on accountability and long-term partnerships, OVO Logistics operates as an extension of clients' teams, ensuring smooth operations and growth through reliable transportation solutions.
Role Description
This is a full time role for an Infor WMS SUPPORT SME located on-site in the United States. The role involves providing technical and functional support for Infor WMS systems, resolving issues, troubleshooting, and enhancing system operations. The SME will collaborate with cross-functional teams to analyze workflows, optimize processes, and ensure seamless system performance to meet logistics and operational goals. This role is critical to ensuring seamless execution across multiple clients, each with unique workflows, SLAs, and billing requirements. You will serve as the primary onsite support of INFOR WMS.
This role can be based in either Carson Ca, or Redlands Ca.
Key Responsibilities
Multi-Client Operational Support
- Provide day-to-day WMS support across multiple customer accounts
- Handle client-specific workflows.
- Rapidly resolve issues that could impact client service or penalties
Production Support & Incident Management
- Act as Level 1 escalation point for all WMS-related issues
- Perform root cause analysis, especially for recurring or client-impacting issues
- Coordinate with IT teams, vendors, and client systems when needed
Warehouse Floor Support
- Provide hands-on support on the floor:
- RF devices, scanning issues, label printing
- User errors vs. system issues
- Train supervisors and associates on proper system usage
- Drive adherence to standardized processes across shifts
Qualifications
Must Have
- 5 years of hands-on experience with Infor Cloud WMS in a 3PL environment
Strong understanding of:
o Multi-client warehouse operations
o Client SLAs, KPIs, and contractual obligations
- Experience supporting live, high-volume operations with tight turnaround times
- Deep knowledge of RF-based warehouse execution
- In depth knowledge of INFOR WMS.
- Strong Analytical Skills to evaluate workflows, identify inefficiencies, and propose actionable solutions
- Proficiency in Technical Support, including managing and resolving system-related issues
- Experience in Customer Support and Communication, with a focus on delivering clear, effective assistance to stakeholders
- Expertise in Troubleshooting to identify, diagnose, and resolve system or operational challenges efficiently
- Proficiency in Infor WMS software and knowledge of logistics processes are highly desirable
- Ability to work collaboratively in a fast-paced, on-site environment
- Bachelor's degree in Information Technology, Logistics, or related field is preferred
- Prior experience in logistics or supply chain management is a must