EDI / Operations Support Spec

UNITED METHODIST PUBLISHING HOUSE•Nashville, TN

23h•Remote

About The Position

The EDI / Operations Support Specialist is responsible for keeping core transaction systems running and assisting the people who depend on them every day. This self-directed role is the front line for UMPH’s ERP environment, supporting mission-critical data flows across order management, fulfillment, distribution, and customer service. The incumbent traces data problems across multiple systems, provides explanations to non-technical users, and resolves and/or escalates issues. The incumbent is a creative troubleshooter who thrives in a support-driven environment and can work independently in a remote setting.

Requirements

A Bachelor’s degree in Information Technology or related field
At least two (2) to five (5) years of hands-on experience with ACOM EDI or similar EDI platforms
Experience supporting ERP systems in a distribution, fulfillment, or publishing environment
Strong understanding of retail and logistics EDI transaction sets, vendor compliance requirements, and routing guide standards
Demonstrated ability to troubleshoot complex data problems by tracing transactions across integrated systems
Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users
Self-directed work style with the ability to manage priorities, follow up on open issues, and work independently in a remote environment
Comfortable managing a mixed workload of reactive support tickets and proactive system monitoring

Nice To Haves

Experience with Ability CCS or similar order management / fulfillment ERP systems
Experience with 3PL integrations, warehouse management systems (WMS), or transportation management systems (TMS)
SQL experience for data validation and troubleshooting
Background in publishing, religious publishing, or specialty retail distribution
Familiarity with API-based integrations or middleware tools

Responsibilities

Serves as the primary day-to-day support contact for users of the organization’s ERP system (Ability CCS), responding to support requests from purchasing, fulfillment, customer service, and warehouse operations.
Investigates and resolves data discrepancies across the transaction lifecycle—order entry, inventory, shipping, returns, and customer credits.
Provides clear, patient support to non-technical staff, translating system behavior into language that helps users understand what happened and what to do next.
Identifies recurring issues, documents root causes, and recommends process or configuration changes to prevent repeat failures.
Maintains and updates documentation for ERP workflows, support procedures, and known-issue resolutions.
Oversees daily ACOM EDI operations, ensuring accurate and timely processing of EDI transactions (810, 850, 856, 940, 945, 997, etc.).
Troubleshoots EDI transmission errors and integration failures affecting order flow, ASN accuracy, and inventory updates.
Collaborates with trading partners, carriers, and internal teams to maintain compliance with routing guides and EDI specifications.
Manages onboarding and maintenance of trading partner connections, including mapping updates, testing, and certification.
Works closely with the Contact Center Manager as the primary operations liaison, ensuring support issues that affect customer-facing operations are identified and resolved promptly.
Coordinates with IT staff on system changes, upgrades, and integration issues that affect ERP and EDI operations.
Assists with ERP enhancements, regression testing, and system upgrades as directed by the IT Operations Manager.