Customer Support- EDI Support

PREMIUM GUARD INCORPORATED•Lockbourne, OH

About The Position

The Customer Support / EDI Support role is the primary point of contact for customers regarding electronic order processing, data exchange, and issue resolution. The position supports EDI transactions such as orders, invoices, acknowledgments, and shipping notices; ensures data accuracy; troubleshoots errors; and provides customer support. It works with customers, partners, and internal teams to address data and system-related questions, support EDI connections, validate orders, and ensure transactions flow correctly into the ERP system.

Requirements

At least 5 years of experience in Customer Support, EDI, Order Management, or a 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.

Responsibilities

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, including Sales, Operations, IT, and Accounting.
Document customer interactions, issues, and resolutions.
Monitor daily EDI transactions, including 850, 855, 856, and 810 transactions or equivalents.
Ensure successful transmission and receipt of electronic documents.
Identify EDI errors or failed transactions, investigate root causes, and implement corrective actions.
Work with Epicor EDI HQ and IT teams to implement and maintain EDI connections.
Validate incoming EDI orders for accuracy and completeness.
Ensure orders flow correctly into the ERP system.
Coordinate with warehouse and shipping teams for fulfillment and confirmations.
Verify invoices and shipping confirmations are sent correctly to customers via EDI.
Analyze recurring issues and recommend process improvements.
Develop and maintain standard operating procedures.
Work cross-functionally to improve data flow and customer experience.