Customer Support- EDI Support (58259)

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.

Qualifications

Education and Experience

• 5+ years of experience in Customer Support, EDI, Order Management, or related role.
• 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.

Premium Guard, Inc is an Equal Opportunity Employer