Gellert Global Group consists of many of the leading North American food importing companies (Atalanta Corporation, Camerican International, Finica, Tipico Cheese Products) and has been importing food products for over 100 years. The combined revenues of GGG exceed $1.7 billion. GGG companies provide strength in sourcing, insurance, finance, logistics, food safety, and information technology, and supply the needs of retailers, distributors, food service chains, hotels, cruise lines, and food manufacturers alike.

Summary/Objective:

This position has two primary responsibilities:

1. 50% of ERP and Application Support:

Deliver application support for Enterprise Resource Planning (ERP) systems and local ancillary applications. The primary goal is to ensure smooth business operations and drive efficiency through continuous improvement of business processes. This includes managing ERP-related tickets and change requests by prioritizing, tracking, and escalating as necessary. The role requires close collaboration with internal teams, external partners, and both local and global stakeholders.

1. 50% of Helpdesk Technical Support:

Provide prompt and effective technical support for IT operations, primarily for Heartisan divisions in Wisconsin, as well as remote locations. Troubleshoot issues and communicate solutions in a professional, customer-focused manner.

Essential Functions and projects:

50% – Application Support

• Collaborate with internal teams, external partners, and local resources to provide support for ERP systems and related applications
• Actively participate in ERP implementations and Change Requests (CRs), ensuring timely and accurate execution
• Partner with business users to understand end-to-end processes, identify pain points, and recommend process improvements
• Leverage knowledge of business processes and ERP core functionality to effectively troubleshoot and resolve issues
• Create and maintain documentation, including knowledge base articles and technical/process documentation
• Support change management initiatives, including planning, communication, and training
• Work flexible hours, including weekends, as needed to meet business and customer demands

50% – Helpdesk Technical Support

• Act as the first point of contact for technical support requests via in-person visits, phone, email, Microsoft Teams, or the Service Desk platform
• Diagnose and resolve hardware and software issues across various systems and devices
• Research and troubleshoot issues using available information resources and documentation
• Communicate effectively with users to explain issues and guide them through resolution steps
• Follow standard Helpdesk procedures and protocols to ensure consistent service
• Log all support interactions accurately in the service management system
• Install and configure computers, printers, and peripheral devices
• Escalate complex or unresolved issues to the appropriate next-level support team
• Identify and escalate situations requiring immediate or urgent attention
• Track support tickets and service requests, ensuring timely updates and thorough documentation of resolutions
• Notify management of recurring or systemic technical problems that may require further investigation or long-term solutions

Skills and Qualifications:

• Bachelor’s degree in Information Technology, Business, or a related field, or equivalent experience
• Hands-on experience with computers, printers, software, networks, IT security, Windows OS, and Microsoft 365
• Strong understanding of business systems and processes, with a willingness to learn and focus on manufacturing ERP functionality
• Experience with production, Bill of Materials (BoM), routing, inventory, costing, and planning is a plus—especially with ERP systems like NetSuite, Sage, or M3
• Ability to prioritize tasks effectively in a fast-paced, dynamic environment
• Quick learner with the ability to develop creative workarounds under pressure and in urgent situations
• Excellent team player with strong verbal and written communication skills
• Committed to embedding quality into all aspects of work
• Physically able to move and lift computers, monitors, and printers as needed
• Customer-focused with a strong service orientation
• Follows standard procedures and protocols before implementing changes
• Demonstrates composure and professionalism when working under pressure

Internal and External Contacts/Relationships

• Internal: Develop and maintain positive professional relationships team members (including contractors), all-level group colleagues including office and field personnel, executive team, customers and vendors.
• External: Develop and maintain positive professional relationships with contractors, vendors, 3rd party providers, customers via sales contacts
• Treat all interactions with a “Customer Service” focus, striving to provide a high level of customer satisfaction.

Physical Requirements:

• The individual must occasionally lift and/or move up to 25 lbs.
• Ability to perform computer responsibilities.
• While performing the duties of this job, the employee is frequently required to stand, walk and sit.
• The employee must have use of hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; speak and hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Ability to travel by car or public transportation as needed.

Salary Range: $70,000 - $90,000 annually

Our Benefits

We care about your total well-being and will support you with the following, subject to your location and role.

• Health: Medical, dental and vision insurance, Company-paid life, accident and long-term disability insurance, flexible spending accounts
• Wealth: Competitive pay, annual bonus opportunity, matching 401(k) with immediate vesting upon enrollment, generous employee referral program
• Happiness:
  • Professional Growth: Online training courses, virtual and classroom development experiences, education assistance program
  • Work-Life Balance: Paid-time off, parental leave, flexible work schedules (subject to your location and role)
  • Team Building: Employee engagement and recognition programs, wellness, philanthropic and DE&I initiatives, Company-sponsored celebrations, and team-building events

The Gellert Global Group of companies is an equal opportunity employer and considers qualified applicants for employment without regard to sex, race, color, religion, ethnic or national origin, gender, sexual orientation, gender identity or expression, age, pregnancy, leave status, disability, veteran status, genetic information and/or any other characteristic or status protected by national, federal, state, or local law. Gellert Global Group is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr@gellertglobalgroup.com.