Customer Service Systems Specialist

Philip Morris International U.S.•Tampa, FL

8d•Hybrid

About The Position

Be a part of a revolutionary change! At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, if you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress. This position sits with our Swedish Match affiliate. The Customer Service Systems Specialist is responsible for the daily operational integrity of all electronic data interchange (EDI) flows and Vendor Managed Inventory (VMI) ordering processes across Swedish Match North America (SMNA). This role combines EDI troubleshooting, master data stewardship, inventory management, and cross‑functional coordination to ensure accurate, timely, and optimized order fulfillment for SMNA’s customers. The specialist serves as the central point for EDI transaction success, VMI order generation, error resolution, and system alignment between D365 FO, SAP S/4, SPS Commerce, Data Masons, and customer platforms.

Requirements

Bachelor’s degree in Business, Supply Chain, Information Systems, or related field preferred; equivalent experience considered.
4+ years in customer service/sales position.
Hands-on experience with Vendor Managed Inventory (VMI) platforms.
Strong knowledge of EDI processes and standards (X12, XML).
Experience working with Microsoft Dynamics 365 FO (DynFO) and/or SAP S/4HANA
Strong analytical, mathematical, and data troubleshooting skills.
Excellent communication, judgment, critical thinking skills are crucial.
Exceptional attention to detail and ability to work with high‑volume transactional data.
Must be flexible and have a strong desire for customer satisfaction.
Ability to communicate technical data issues to non‑technical stakeholders.
Legally authorized to work in the U.S. without sponsorship now and in the future

Nice To Haves

Experience with SPS Commerce / Data Masons preferred.

Responsibilities

Execute and optimize all VMI ordering processes.
Analyze historical demand and consumption trends.
Validate inter‑warehouse transfers and product availability.
Maintain VMI catalogs, item rules, and location configurations.
Partner with Logistics and Commercial teams to support accurate fulfillment and sales needs.
Monitor all inbound/outbound EDI documents (PO, POA, Invoice, ASN, Catalog, etc.).
Identify and resolve failed, missing, or stalled transactions.
Reprocess errors and address upstream data issues.
Maintain item UPCs, customer mappings, and cross‑references.
Resolve ship‑to discrepancies.
Validate item setups and support lifecycle changes (launch, discontinue, replacements).
Configure and test new EDI partners.
Ensure alignment with customer specifications and internal systems.
Analyze exception reports and resolve issues (missing files, VMI failures, item mapping gaps, discrepancies).
Communicate impacts and corrective actions to stakeholders.
Work with Logistics, Customer Service, Sales/Marketing, and Finance on order flow, promotions, routing, and EDI/account issues.
Maintain SOPs, participate in weekly team reviews, and recommend automation improvements

Benefits

We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!
We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace.

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