Customer Support & EDI Specialist

Position Summary : The Customer Service & EDI Specialist is tech savvy enough to own the EDI order intake process, personable enough to handle customer issues and inquiries, and organized enough to do so under accelerated time-tables when necessary. This position is part of a small but efficient team that is vital to the successful relationships between the company and its customers.

ESSENTIAL JOB FUNCTIONS

Demonstrates a clear understanding of EDI technology, including terminology, trouble-shooting, and deployment in processing orders

Learns new programs and software quickly and has demonstrated the ability to teach

Manage and fulfill orders, both manually and through EDI

Collaborate with IT to troubleshoot EDI orders

Advise other departments including Supply Chain & Production of part inventory discrepancies, leading to status changes and / or quality checks.

Advise Supply Chain of incoming inventory anomalies that impact future forecasts, especially from customers using EDI.

Analyze sales orders to determine and approve which orders should be released to the shipping department.

Coordinate with the Shipping Department to control freight costs and determine the optimal loads to send out for order delivery.

Audit and authorize orders ensuring compliance with requirements and accuracy of order information in the QAD operating system.

Advise cross functional teams (Supply Chain, Sales, Distribution) of client demands and needs and plan product roll out during new product deployment.

Coordinate with the Quality team and complete adjustments and credits for any damaged goods, mislabeled products, and / or returns from customers.

Analyze system reports and data to determine the best course of action for the customer.

Provide order confirmation data and continuous shipping updates on pending deliveries to the appropriate customer contact through well-organized communication methods.

Assist the Sales staff through effective communication of customer related inquiries, issues, and concerns daily.

Provide insights to management on daily dialogue and information obtained through customer contact.

Communicate with customers regarding orders, credits, reports, and various customer needs

• Hastily escalate unresolvable issues to internal management and respond to Customer needs in a timely manner.
• Coordinate with compliance specialist, request & review USMCA forms / international documents as needed for freight clearance for international customers.
• Inputting data into spreadsheets or databases as required.

REQUIREMENTS

KEY COMPETENCIES