Customer Support- EDI Support

Premium Guard Inc. (PGI); Lockbourne (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

Premium Guard Inc. in Ohio is seeking a Customer Support / EDI Support specialist to serve as the primary contact for customers regarding electronic order processing, data exchange, and issue resolution.

You will manage EDI transactions (850, 855, 856, 810, and equivalents), verify data accuracy, troubleshoot errors, and support cross-functional teams. You will coordinate with Sales, Operations, IT, and Accounting, document interactions, and help ensure orders flow smoothly into the ERP system

Qualifications

• Primary contact for customers regarding data issues and system questions.
• Timely and professional support via phone, email, and ticketing systems.
• Investigate and resolve order discrepancies, pricing issues, and data mismatches.

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 (Sales, Operations, IT, Accounting, etc.).
• Document customer interactions, issues, and resolutions.

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 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.