Customer Support/EDI Support

Job Details

Ohio - Lockbourne, OH

Full Time

1st Shift/ Days

Description

Position Overview

The Customer Support / EDI Support serves as the primary point of contact for customers regarding electronic order processing, data exchange, and issue resolution. This role is responsible for supporting EDI transactions (orders, invoices, acknowledgements, shipping notices, etc.), ensuring data accuracy, troubleshooting errors, and providing exceptional customer support.

Key Responsibilities

Customer Support

Serve as the main point of contact for customers, partners, and internal teams regarding data issues, and system-related questions.

Provide timely and professional support via phone, email, and ticketing systems.

Investigate and resolve order discrepancies, pricing issues, and data mismatches.

Manage escalations and coordinate with internal teams (Sales, Operations, IT, Accounting, etc.).

Document customer interactions, issues, and resolutions.

EDI Support

Monitor daily EDI transactions (850, 855, 856, 810, etc. or equivalent).

Ensure successful transmission and receipt of electronic documents.

Identify EDI errors or failed transactions, investigate root cause and implement corrective actions.

Work with Epicor EDI HQ, and IT teams, to implement and maintain EDI connections.

Order & Data Processing

Validate incoming EDI orders for accuracy and completeness.

Ensure orders are flowing correctly into the ERP system.

Coordinate with warehouse/shipping for fulfillment and confirmations.

Verify invoices and shipping confirmations are sent correctly to customers via EDI.

Process Improvement & Reporting

Analyze recurring issues and recommend process improvements.

Develop and maintain standard operating procedures (SOPs).

Work cross-functionally to improve data flow and customer experience.

Qualifications

Qualifications

2+ years of experience in Customer Support, EDI, Order Management, or related role.

Working knowledge of EDI processes

Strong analytical and problem-solving skills.

Excellent communication and customer service skills.

Attention to detail and ability to manage multiple tasks.