Customer Support Coordinator Full Time

Involved Solutions is a leading provider of innovative logistics and supply chain management solutions. With a strong reputation for delivering tailored services to a diverse range of clients, the company specializes in leveraging cutting-edge technology to optimize operational efficiency and productivity. Involved Solutions prides itself on fostering a collaborative and dynamic work environment, where continuous improvement and customer satisfaction are at the core of its mission. As a forward-thinking organization, it is committed to investing in its people and technology to maintain its position at the forefront of the logistics industry.

About The Role

The JDA WFM Support Lead position is a senior, hands-on role based in Reading, requiring three days onsite per week. This role is integral to supporting and maintaining a critical Workforce Management (WFM) platform within a large-scale logistics environment. You will be responsible for ensuring the smooth operation of the WFM system, supporting Business As Usual (BAU) activities, and working collaboratively with warehouse operations and integrated systems. The ideal candidate will have extensive experience with JDA / Blue Yonder Workforce Management solutions, demonstrating a strong technical background and a proactive approach to problem-solving.

In this role, you will configure the WFM system, troubleshoot issues promptly, and monitor batch processes to ensure operational continuity. You will also support integration points with Time & Attendance systems and drive the architecture for inbound and outbound data exchange. This position offers an excellent opportunity for a seasoned WFM professional to lead support efforts, optimize system performance, and contribute to the ongoing enhancement of workforce management strategies within a fast-paced logistics environment.

Qualifications

To be successful in this role, candidates should possess a proven track record with JDA / Blue Yonder Workforce Management systems, including configuration, troubleshooting, and system support. A strong understanding of workforce management principles within logistics or third-party logistics (3PL) environments is essential. Candidates should have experience supporting and enhancing WFM systems in customer-facing or support-led environments, demonstrating excellent communication and relationship management skills.

Additional qualifications include a solid technical background, familiarity with system integration processes, and experience working within support processes and service level agreements (SLAs). A bachelor’s degree in logistics, information technology, or a related field is preferred, along with relevant certifications or training in WFM solutions. The ability to work under pressure, prioritize tasks effectively, and collaborate with cross-functional teams is vital for success in this senior support role.

Responsibilities

As the JDA WFM Support Lead, your responsibilities will include supporting day-to-day BAU activities related to the Workforce Management platform, ensuring system configurations are accurate and aligned with operational needs. You will troubleshoot and resolve system issues efficiently, monitor batch jobs, and maintain system health to prevent disruptions. Supporting the integration of WFM with Time & Attendance systems and other external data sources will be a key aspect of your role.

You will also drive the architecture design for inbound and outbound data flows, ensuring data integrity and seamless communication between systems. Working within defined support processes and SLAs, you will prioritize and resolve issues within tight timeframes, minimizing downtime and maintaining operational excellence. Collaboration with warehouse management, IT teams, and external vendors will be essential to implement system enhancements and support continuous improvement initiatives.

Furthermore, you will contribute to documenting support procedures, providing technical guidance to team members, and participating in system upgrades or projects aimed at optimizing workforce management capabilities. Your proactive approach will help identify opportunities for system improvements and ensure that the WFM platform supports the evolving needs of the business.

Benefits

Involved Solutions offers a comprehensive benefits package designed to support the well-being and professional development of its employees. This includes a competitive salary of £80,000 to £90,000, along with performance-based bonuses and benefits. The company provides a flexible work environment with a mix of onsite and remote working arrangements, fostering work-life balance.

Additional benefits include healthcare coverage, pension contributions, ongoing training and development opportunities, and a supportive team culture that encourages innovation and collaboration. Employees also have access to various wellness programs, paid time off, and opportunities for career advancement within the organization.

Equal Opportunity

Involved Solutions is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We believe that a diverse workforce enhances our ability to serve our clients effectively and create a positive work environment for all employees. We welcome applications from all qualified candidates and are dedicated to providing equal employment opportunities throughout the hiring process and beyond.