Systems Support Specialist

Job Description

Job Description

Headquartered in Louisville, KY, and ranked among the top carriers in the U.S., Mercer Transportation Co., Inc. (Mercer) has earned a reputation as one of the nation’s leading owner-operator companies. For over 40 years, Mercer has built a family on the foundation of honesty, professional freedom, and experience.

Technology and accurate information are essential to keeping freight moving. Our EDI & Shipment Visibility Specialist helps connect customers, agents, internal teams, and technology partners so shipment information flows accurately and issues are resolved quickly. This role coordinates new EDI setups, monitors shipment-visibility platforms, supports initial shipments, and helps identify and correct transmission or tracking concerns.

What Does an EDI & Shipment Visibility Specialist Do?

The EDI & Shipment Visibility Specialist serves as the primary business-process coordinator for customer EDI setup and shipment-visibility performance. This position gathers implementation requirements, coordinates setup with Mercer’s programmer and other technical resources, monitors transmissions and tracking activity, and works across departments to resolve exceptions. The Specialist also coaches agents on proper order entry and customer-specific tracking requirements.

This is a coordination and problem-solving role; prior EDI programming or mapping experience is not required.

What’s In It for You

• Competitive Pay – Based on experience
• Comprehensive Health Coverage – Mercer contributes over $7,500 per year toward your health insurance
• Wellness Incentives – Qualify for our Wellness Rate and pay as little as $0 per month for employee-only coverage
• Earn Extra Rewards – Receive up to $300 per year in gift cards through wellness initiatives
• Generous Time Off – Paid Time Off plus company-paid holidays
• Company-Paid Protection – Life Insurance and Long-Term Disability included at no cost
• Optional Benefits – Dental, Vision, Flexible Spending Accounts, and Short-Term Disability
• Secure Your Future – 401(k) with company match

What You’ll Do

• Coordinate the EDI implementation process for new trading partners, ensuring required information, approvals, testing, and documentation are completed.
• Receive approved EDI requests and gather customer, transaction, contact, connectivity, volume, and implementation requirements.
• Serve as the central business contact among Sales, IT, Mercer’s programmer, third-party providers, customers, agents, Billing, Credit, and Traffic.
• Coordinate customer-code creation, cross-references, system setup, and access to applicable tracking platforms.
• Maintain platform credentials, certificates, access approvals, contact information, expiration dates, and renewal reminders in accordance with Mercer’s security practices.
• Coordinate business-side testing and certification activities, track open issues, and communicate readiness concerns before go-live.
• Assign and route initial shipments to the appropriate agent based on the account, lane, commodity, and equipment requirements.
• Monitor initial shipments from tender through delivery and invoicing, verifying required transmissions and tracking events.
• Monitor EDI transmissions and shipment-visibility platforms for rejected or missing messages, data discrepancies, system breaks, and tracking-compliance concerns.
• Investigate exceptions, identify likely root causes, coordinate corrective action, and confirm issues are resolved.
• Coach agents on proper order entry, platform use, tracking expectations, and customer-specific requirements.
• Analyze transmission and tracking performance and provide accurate status, trend, and corrective-action information for customer business reviews.
• Maintain current implementation checklists, setup records, contacts, customer requirements, known issues, and corrective-action documentation.
• Recommend process improvements based on recurring issues and performance trends.
• Promptly escalate technical, cybersecurity, operational, deadline, or commercial concerns to the appropriate leader.

Education Requirements

Minimum: High school diploma or equivalent.

Essential Skills and Experience

• One to three years of experience in transportation, logistics, shipment tracking, customer service, operations support, systems coordination, or a related field preferred.
• Strong analytical and problem-solving skills, including the ability to identify patterns, investigate discrepancies, determine likely root causes, and follow issues through resolution.
• Strong organizational and project-coordination skills, with the ability to manage documentation, deadlines, follow-up items, and competing priorities.
• Ability to coordinate work among multiple departments, customers, agents, programmers, and third-party technology providers.
• Strong written and verbal communication skills, including the ability to give clear instructions, coach others, and communicate professionally with customers and vendors.
• Ability to learn transportation EDI concepts and common transaction sets.
• Proficiency with Microsoft Office and the ability to learn transportation-management and shipment-tracking platforms.
• Familiarity with over-the-road trucking and the owner-operator model preferred.
• Ability to exercise sound judgment, protect credentials and confidential information, and escalate concerns appropriately.

Why Mercer

You’ll be part of a collaborative team where your work makes a real impact, your contributions are valued, and your success is celebrated.

May be subject to the following screening requirements: Drug Screen, and Criminal Background Check.

Equal Employment Opportunity

Mercer Transportation Co., Inc. is an Equal Opportunity Employer. We are dedicated to a policy of nondiscrimination in employment on the basis of race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.