Customer Support- EDI Support

Premium-Guard-Incorporated; Lockbourne (OH); On-site; USD 45,000 - 80,000; Full time

Job summary

Premium Guard, Inc in Ohio is seeking a dedicated Customer Support / EDI Support specialist to serve as the primary contact for customers, partners, and internal teams on data integrity, order processing, and ERP-related questions.

You will monitor daily EDI transactions, validate incoming orders, coordinate with warehouse and shipping, troubleshoot discrepancies, and document interactions and resolutions while driving continuous process improvements.

Qualifications

• 5+ years in Customer Support, EDI, or related roles.
• 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 main contact for customers, partners, and internal teams on data issues, and system-related questions.
• Provide timely support via phone, email, and ticketing systems.
• Investigate and resolve order discrepancies, pricing issues, and data mismatches.
• Monitor daily EDI transactions and identify errors or failed transactions, coordinating with IT as needed.
• Document customer interactions, issues, and resolutions.

Skills

Customer support

EDI processes

Order management

Analytical thinking

Communication

Attention to detail

Tools

Epicor EDI HQ

EDI software

ERP systems

Job description

Who we are:Premium Guard, Inc, a privately held company, was established in 1996. We are a leading supplier of private label solutions in the automotive aftermarket. We have an exceptional commitment to performance, innovation, and partnership in the automotive aftermarket industry. Our focus is on designing, manufacturing and distributing products for automotive, diesel, power-sports and specialty filter markets.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 supports EDI transactions (orders, invoices, acknowledgments, shipping notices, etc.), ensures data accuracy, troubleshoots errors, and provides exceptional customer support..Key ResponsibilitiesCustomer SupportServe 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 SupportMonitor 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 ProcessingValidate 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 & ReportingAnalyze recurring issues and recommend process improvements.Develop and maintain standard operating procedures (SOPs).Work cross-functionally to improve data flow and customer experience.Education and Experience5+ years of experience in Customer Support, EDI, Order Management, or related role.Working knowledge of EDI processesStrong analytical and problem-solving skills.Excellent communication and customer service skills.Attention to detail and ability to manage multiple tasks.Premium Guard, Inc is an Equal Opportunity Employer