Product Specialist

Martin Bros. is seeking a highly analytical, customer-focused, and technically skilled Product Specialist to support, optimize, and continuously improve the ERP, B2B, and connected systems that power our business.

This role serves as the bridge between technology, business operations, and customers. The Product Specialist is responsible for ensuring system stability, supporting internal users and external customers, driving process improvements, delivering meaningful data insights, and helping teams maximize the value of our technology investments.

The ideal candidate combines strong ERP and business systems expertise with customer-facing communication skills, data analytics capabilities, and a passion for continuous improvement. This individual will also mentor Support Analysts and play a key role in developing organizational knowledge and support excellence.

Key Responsibilities

ERP, B2B, and Systems Ownership

• Own the ongoing support, maintenance, optimization, and enhancement of Martin Bros.' ERP, B2B, and connected systems.
• Serve as the escalation point for complex system issues and coordinate resolutions with internal teams and third-party vendors.
• Understand business processes across departments to ensure support decisions align with operational objectives.
• Identify recurring issues and drive sustainable long-term solutions.
• Maintain system configurations, business rules, documentation, and setup standards.

Customer Support and Integration

• Partner directly with customers to support their use of Martin Bros. platforms and integrations.
• Deliver customer training to ensure successful adoption and ongoing usage of systems.
• Troubleshoot complex customer issues, identify root causes, and coordinate resolution efforts.
• Collaborate with customers and internal teams on integration projects, EDI implementations, and other connected-system use cases.
• Gather customer feedback and translate recurring needs into product and process improvement opportunities.

Business Process Improvement

• Work cross-functionally with departments to identify opportunities for increased efficiency and effectiveness.
• Document current business processes, technical workflows, and system requirements.
• Recommend, present, and gain alignment on process improvements and system enhancements.
• Partner with Product and Development teams to prioritize enhancements based on support trends and business needs.
• Support organizational change management and system adoption efforts.

Analytics, Reporting, and Data Management

• Serve as the organization's subject matter expert for reporting, analytics, and data usage.
• Manage the reporting environment, including report creation, maintenance, governance, and retirement.
• Partner with departments to understand reporting requirements and develop meaningful insights.
• Build self-service reporting capabilities that enable teams to make informed business decisions.
• Ensure data consistency, accuracy, and clear definition of business metrics across the organization.
• Develop and maintain reports, dashboards, and analytical tools using SQL and reporting platforms.

Team Development and Mentorship

• Mentor Support Analysts and help expand their understanding of ERP, B2B, and connected systems.
• Provide training, coaching, documentation, and knowledge-sharing resources.
• Review support work and identify opportunities for process, service, and skill improvement.
• Foster a culture of learning, collaboration, and continuous improvement.

Work Coordination and Organization

• Help organize and prioritize work across support, product, and technical teams.
• Ensure support requests, enhancements, and development work are properly documented and tracked.
• Promote accountability through accurate status updates, timelines, and communication.
• Support efficient completion of projects, requests, and operational initiatives.