ENERAL JOB SUMMARY
The Associate Customer Support Engineer for EDI is responsible for assisting clients with Electronic Data Interchange (EDI) transactions, troubleshooting data exchange issues, and ensuring seamless integration between trading partners. This role involves monitoring EDI processes, responding to support requests, and collaborating with internal teams to resolve errors efficiently. The associate will also contribute to system improvements, documentation, and customer interactions to enhance overall EDI functionality. Strong problem-solving skills, attention to detail, and a customer-focused mindset are essential for success in this role.
SCOPE
1. Knowledge: The Associate Customer Support Engineer for EDI must have a foundational understanding of EDI processes, transaction sets (e.g., X12, EDIFACT), and data mapping to support customers effectively. Familiarity with ERP systems, integration tools, and trading partner requirements is beneficial. The role requires strong analytical and troubleshooting skills to diagnose and resolve EDI transmission errors, data discrepancies, and connectivity issues. Clear communication and customer service skills are essential to interact with internal teams, external clients, and trading partners. While prior EDI experience is preferred, hands-on training will be provided to develop proficiency in relevant technologies and processes.
2. Complexity: This role involves managing multiple EDI transactions across diverse trading partners, requiring a high level of attention to detail and the ability to work within tight deadlines. The associate will need to analyse and troubleshoot data exchange errors, ensuring compliance with industry standards and customer-specific requirements. Coordinating with IT, ERP product line teams, and external partners adds an additional layer of complexity, as solutions must align with both technical and operational needs. While most tasks follow standard procedures, unexpected issues may arise, requiring critical thinking and escalation when necessary.
3. Supervision: The associate will work under moderate supervision, following established guidelines and protocols while being expected to handle day-to-day EDI support tasks independently. They will report to an EDI Manager, who will provide guidance on escalated issues and process improvements. As experience grows, the associate may take on more responsibility in managing trading partner relationships, testing new integrations, and contributing to EDI process optimization. Performance will be measured based on responsiveness to support requests, issue resolution efficiency, and overall contribution to EDI system reliability and customer satisfaction.
PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Monitor and Troubleshoot EDI Transactions – Track incoming and outgoing EDI messages, identify errors, and resolve transmission failures to ensure seamless data exchange.
2. Provide Customer Support – Assist internal and external customers with EDI-related inquiries, troubleshooting issues, and guiding them through resolution processes.
3. Ensure Compliance with EDI Standards – Adhere to industry standards (e.g., X12, EDIFACT) and company-specific EDI requirements while ensuring data integrity and security.
4. Escalate Critical Issues – Identify and escalate complex issues to senior team members or management when necessary to minimize business disruptions.
5. Support Business Operations – Help ensure EDI transactions align with order processing, invoicing, and supply chain workflows to support business continuity.
6. Coordinate with Internal Teams and Trading Partners – Work closely with IT, ERP product line teams, and external trading partners to support new EDI implementations, updates, and ongoing maintenance.
7. Assist in EDI Testing and Implementation – Support testing efforts for new trading partners, system upgrades, and process enhancements to ensure accurate data transmission.
8. Perform Other Duties as Assigned – Take on additional responsibilities as needed to support team goals and company objectives.
JOB SPECIFICATIONS
1. Education： Bachelor’s degree
2. Work Experience
3. Candidates with a strong foundation in supply chain, business operations, or customer support who have relevant coursework or internships related to EDI, data integration, or ERP systems are required.
4. Candidates with some experience in EDI support, technical troubleshooting, or customer service within a business or IT environment are preferred.
5. Knowledge
89 Basic understanding of EDI concepts, transaction sets (e.g., X12, EDIFACT), and data formats.
89 Essential programming knowledge, including familiarity with XML language for EDI data processing and troubleshooting.
89 Familiarity with ERP systems, integration tools, or data mapping is a plus.
89 Basic knowledge of supply chain, order processing, or invoicing workflows.
89 Major in Computer Science, Information Technology, or a related field.
6. Skills and Abilities
89 Strong analytical and troubleshooting skills for resolving data transmission issues.
89 Strong verbal and written communication and customer service skills for interacting with clients and internal teams.
89 Ability to learn and adapt quickly in a fast-paced, technology-driven environment.