Functional Support Executive- ERP Operations

Position: Functional Support Executive

Experience: 2-4 Years

Timings: PST

Location: Mohali | Onsite

Role Overview:

The Functional Support Executive will act as the first line of support for clients using Xoro ERP, ensuring smooth day-to-day operations across modules like Sales, Inventory, Warehouse, Finance, and Integrations. This role requires a strong understanding of ERP workflows, excellent problem-solving skills, and the ability to communicate effectively with clients.

Key Responsibilities:

1. Client Support & Ticket Handling

● Handle L1/L2 support tickets via helpdesk (issues, service requests, enhancements)

● Diagnose functional issues across ERP modules (Sales, Purchase, Inventory, Finance, Warehouse)

● Ensure timely resolution based on defined SLAs and priorities

● Provide regular updates to clients on ticket progress

2. ERP Functional Expertise

● Understand and troubleshoot end-to-end workflows:

● Order-to-Cash (Quotation → Sales Order → Fulfillment → Invoice)

● Procure-to-Pay (Purchase → GRN → Billing)

● Inventory & Warehouse operations (cycle count, stock adjustments, bin movements)

● Identify root causes of issues and suggest functional workarounds or fixes

3. Client Communication

● Act as a bridge between clients and internal technical teams

● Gather clear requirements and convert them into actionable tasks

● Conduct client calls for issue clarification, resolution walkthroughs, and training

4. Collaboration with Technical Team

● Raise well-documented tickets for L3/dev team with proper RCA and replication steps

● Work closely with developers on bug fixes, enhancements, and integrations

● Validate fixes in staging/production before closure

5. Documentation & Knowledge Management

● Create and maintain SOPs, knowledge base articles, and troubleshooting guides

● Document recurring issues and solutions for faster resolution

6. Monitoring & Continuous Improvement

● Track recurring issues and suggest process/system improvements

● Support UAT (User Acceptance Testing) for new features/releases

● Ensure data accuracy and process compliance within ERP

Required Skills & Qualifications:

1. Functional Skills

● Strong understanding of ERP concepts and business processes

● Knowledge of:

● Sales & Distribution

● Inventory & Warehouse Management

● Basic Accounting (invoicing, GL impact, reconciliations)

● Experience with order lifecycle, returns, and fulfillment flows

2. Technical/Tool Skills

● Familiarity with ticketing tools

● Understanding of integrations (APIs, EDI – good to have)

3. Soft Skills

● Strong communication (written & verbal)

● Problem-solving and analytical thinking

● Customer-first mindset with high ownership

● Ability to handle pressure and prioritize tasks

4. Experience Required:

● 2–4 years in ERP support / application support / functional consulting

● Experience in retail, e-commerce, or supply chain domain preferred

5. KPIs / Success Metrics:

● SLA adherence (response & resolution time)

● First-time resolution rate

● Customer satisfaction (CSAT)

● Quality of documentation and RCA

● Ticket backlog management

Nice to Have:

● Experience with retail/e-commerce workflows (Shopify, Amazon, etc.)

● Exposure to warehouse systems (WMS)

● Prior experience in fast-paced product companies

Role Expectation (What Success Looks Like):

● You can independently handle most functional tickets

● You understand how different ERP modules impact each other

● Clients trust you as a reliable point of contact

● You reduce dependency on dev team through strong functional debugging