THE WOODLANDS, TX, August 3, 2026 – Manufacturers remember ERP partners for
more than the software. They remember who answers the call and stands beside them
when production is on the line. Over the past 15 years, Doug Johnson has helped build
one of the manufacturing ERP industry’s highest-rated customer care organizations,
turning fast, knowledgeable support into one of Global Shop Solutions’ strongest
competitive advantages.
When he joined Global Shop Solutions in 2011 as one of the company’s first dedicated
24-hour Technical Support specialists, he helped manufacturers solve complex
technical challenges. Today, he’s Customer Care Director at the AI-enabled ERP
provider, leading the team that answers the phone when any customer calls.
Currently, more than 40 Customer Care specialists resolve roughly 90% of incoming
support requests without escalation. Johnson’s career has mirrored the evolution of
customer support at Global Shop Solutions. In 2015, he created FastResponse, a Tier-1
support team focused on reducing customer wait times and improving issue resolution.
What started with eight employees, Johnson grew into today’s specialized Customer
Care department.
“Our customers love our people, and that’s no accident,” says Dusty Alexander,
President & CEO of Global Shop Solutions. “Independent reviews consistently highlight
our Customer Care team, and our latest customer satisfaction survey found 85% rated
Customer Care excellent or very good. Doug helped build that reputation one hire, one
process and one customer interaction at a time.”
Johnson’s impact extends well beyond the customers he serves. He has recruited and
mentored more than 100 employees, many of whom have been promoted into
consulting, project management, customer success, software development and other
areas of the business. That commitment to developing people has helped build a strong
internal talent pipeline while reinforcing the company’s people-first culture.
Johnson’s latest focus is giving Customer Care analysts better tools, not replacing them.
AI-powered capabilities help identify answers faster and reduce research time so
analysts spend more time solving customer problems and less time searching for
information.
“The industry has changed dramatically over the past 15 years,” says Johnson. “Our
purpose hasn’t. Fast answers matter. The goal has always been to help manufacturers
run their businesses with confidence. Every improvement we make comes back to that.”
About Global Shop Solutions
We simplify your manufacturing.TM Global Shop Solutions AI-integrated ERP software
provides the applications needed to deliver a quality part on time, every time from quote
to cash and everything in between including shop management, scheduling, inventory,
accounting, quality control, CRM and 25 more. Available in the cloud or on premise, our
manufacturing customers benefit from real-time inventory accuracy, improved on-time
delivery, lower administrative costs, increased sales and improved customer service.
Headquarters in The Woodlands, Texas includes a state-of-the-art R&D facility and
Global Shop Solutions training center. Through its offices in the U.S., Mexico,
Indonesia, Singapore, Australia, New Zealand and the United Kingdom, the company
supports thousands of manufacturing facilities in over 25 countries and nearly 30
industries. For more information please visit globalshopsolutions.com.
