Job Overview:
We are seeking a detail-oriented and customer-focused Customer Service EDI Specialist to join our team. In this role, you will manage the Electronic Data Interchange (EDI) processes and provide exceptional customer service to ensure seamless communication with retail partners, distributors, and vendors. This position plays a critical role in ensuring the accuracy of orders, shipments, and invoicing in a fast-paced food manufacturing environment.
You will serve as the liaison between our company and its customers, working closely with internal departments (IT, logistics, sales) to resolve issues, improve EDI processes, and maintain smooth business operations.
Key Responsibilities:
- EDI Management: Oversee and manage the EDI process, ensuring timely and accurate transmission of purchase orders, shipping notices (ASNs), invoices, and other relevant documents.
- Customer Support: Act as the primary point of contact for customer inquiries related to orders, deliveries, and invoicing. Provide prompt and courteous assistance via phone and email.
- Order Processing: Monitor and process EDI orders through our system. Verify accuracy of orders, troubleshoot discrepancies, and coordinate with logistics and warehousing teams to ensure on-time shipments.
- Troubleshooting & Issue Resolution: Investigate and resolve issues with EDI transactions, including failed transmissions, data errors, and order discrepancies. Work closely with IT to resolve technical issues.
- Collaboration: Collaborate with cross-functional teams such as sales, IT, and logistics to ensure EDI systems are functioning correctly and customer orders are fulfilled without delays.
- Document Management: Maintain accurate records of EDI transactions and customer communication. Ensure all documents are up-to-date and compliant with customer requirements.
- Customer Relationship Management: Build and maintain strong relationships with customers and key accounts by ensuring their needs are met and providing proactive support for future orders.
- Reporting & Analysis: Generate reports on order statuses, EDI performance, and customer metrics. Analyze trends in order volume, shipment delays, and returns, and provide recommendations for process improvements.
- Process Improvement: Identify opportunities to enhance EDI efficiency, streamline order management, and improve the overall customer experience.
- Training & Support: Provide training to internal staff and customers on the use of EDI systems and troubleshoot any EDI-related issues.
Qualifications:
- Education: Bachelors degree in Business Administration, Information Systems, or related field preferred, or equivalent experience in customer service/EDI management.
- Experience: 2-4 years of experience in customer service, with a focus on EDI processes. Prior experience in a food manufacturing or consumer goods industry is preferred.
- EDI Knowledge: Strong understanding of EDI formats (ANSI X12, EDIFACT) and transaction sets such as 850 (Purchase Order), 856 (ASN), and 810 (Invoice).
- Technical Skills: Proficiency in ERP systems and EDI software (e.g., SAP, Oracle, Infor). Familiarity with supply chain processes and logistics systems.
- Communication Skills: Excellent verbal and written communication skills. Ability to explain complex technical information to non-technical audiences and resolve customer issues efficiently.
- Problem-Solving: Strong analytical skills to troubleshoot and resolve EDI and customer-related issues quickly.
- Attention to Detail: High level of accuracy in order processing, documentation, and resolving discrepancies.
- Organizational Skills: Ability to manage multiple priorities and meet tight deadlines in a fast-paced environment.
Preferred Qualifications:
- Experience in the food manufacturing industry, specifically with large retail and wholesale accounts.
- Familiarity with food safety regulations and compliance in the supply chain.
- Knowledge of barcoding and labeling standards related to food packaging and logistics.