Technical Support Specialist

Position Summary: The Technical Support Specialist role is essential in ensuring smooth warehouse operations by managing customer and system setups, maintaining accurate data, and providing technical assistance across multiple logistics platforms. This role supports reliable system functionality, customer onboarding, billing accuracy, and EDI operations.

Primary Responsibilities:

System Support & Maintenance

• Stay up to date with all warehouse software systems, including WMS, Dock Scheduling software, VOIP systems, ERP systems, and EDI platforms.
• Provide first-line technical support for employees and customers experiencing system or data-related issues.
• Troubleshoot and resolve user access, system, EDI, and data issues to minimize operational downtime.
• Maintain updated system access lists and company phone directories.
• Monitor system and EDI activity, identifying issues and coordinating resolution with internal teams or vendors.
• Ensure systems operate in compliance with company IT and data security standards.

Customer, Item & Partner Onboarding

• Set up new customers in the WMS and configure new items for existing accounts.
• Coordinate system onboarding activities to support new customers and partners, including testing and go-live support.
• Create and update warehouse locations in the system.
• Maintain accurate customer data files, user accounts, onboarding documentation, and system setup records.

Billing Verification & Data Accuracy

• Review system transactions, rate setups, and charge calculations to verify billing accuracy prior to invoicing.
• Partner with Accounting and Operations to investigate and resolve billing discrepancies.
• Ensure billing aligns with customer contracts, pricing agreements, and system configurations.
• Support corrections to billing-related data across systems as needed.

Monitoring, Troubleshooting & Continuous Improvement

• Monitor system and data flows to identify errors, inconsistencies, or process gaps.
• Assist with incident resolution related to system issues, deployments, or enhancements.
• Identify opportunities to improve processes, reduce manual work, and increase data accuracy.
• Maintain clear documentation related to system processes, onboarding, and support activities.

Reporting & Cross-Functional Collaboration

• Monitor system and data flows to identify errors, inconsistencies, or process gaps.
• Assist with incident resolution related to system issues, deployments, or enhancements.
• Identify opportunities to improve processes, reduce manual work, and increase data accuracy.
• Maintain clear documentation related to system processes, onboarding, and support activities.

Required Skills, Knowledge and Abilities:

• 3+ years of experience supporting EDI integrations in a production warehouse or distribution environment.
• Strong working knowledge of ANSI X12 transaction sets related to warehouse operations (e.g., orders, shipments, inventory movements); EDIFACT experience is a plus.
• Experience supporting EDI through a managed EDI platform or integration layer in coordination with a warehouse management system (WMS).
• Working knowledge of secure data transmission methods (AS2, SFTP, FTP/S, HTTPS) used for trading partner connectivity.
• Experience integrating EDI with warehouse systems and upstream/downstream applications (ERP, order management, transportation, or customer systems).
• Proven ability to analyze EDI transaction data, identify mapping or data flow issues, and resolve errors impacting warehouse execution.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to perform root cause analysis in a live operational environment.
• Clear written and verbal communication skills, with the ability to work cross-functionally with warehouse operations, IT, trading partners, and external vendors.
• High attention to detail, strong accountability, and ownership of end-to-end EDI transaction integrity.

Preferred Qualifications:

• Hands-on experience supporting EDI integrations within a warehouse management system (WMS) environment.
• Strong understanding of warehouse operational workflows, including order processing, shipping, receiving, and inventory movements.
• Experience troubleshooting EDI transaction errors, data mapping issues, and system-to-system integration failures impacting warehouse execution.
• Ability to coordinate system changes, testing, and production deployments while minimizing operational disruption.
• Experience analyzing transaction data, identifying root causes, and implementing corrective actions in a live warehouse environment.
• Industry experience in warehousing, logistics, distribution, retail, or manufacturing operations.

Pay: $ $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person