EDI Services Specialist

EDI Services Specialist

This position is an EDI (Electronic Data Interface) customer service-oriented professional that provides first-level EDI support through phone, email and chat for EDI related processes supported through various services and systems for internal customers, service vendors and other companies within the industry.

Position Accountabilities:

• Provides exceptional customer service
• Comprehensive understanding of X12 and EDI Standards for rail
• Provides technical support for customer and rail operations EDI (Electronic Data Interface) transaction sets
• Implements proactive problem resolution measures for internal and external customers
• Ability to manage multiple tasks at times of adversity
• Ability to work cross functionally with internal stake holders to drive change aligned with the organization's initiatives
• Efficient in MCS, EMS or ITX
• Adapts well to change
• Ability to work independently and as a team to complete daily task
• Manage customer accounts from Canada, US and Mexico
• Escalates and provides critical incident support as needed
• Follows up with customers, provides timely updates and sees problems through to the end
• Ensures proper documentation of incidents, emails, requests, and follows established ticketing processes

Position Requirements:

• Bachelor's degree from an accredited university or college, or enrolled in an accredited program with less than one year until graduation, or equivalent combination of education and experience, or Associate's degree (A.A.) or equivalent from two-year college or technical school
• MCS, EMS or ITX foundational knowledge (1) year is required
• Bi-lingual communication skills in both English and Spanish (both written and spoken)
• Experience with providing support over the phone, (2) years preferred
• Customer service or call center experience, (2) years preferred
• Experience communicating technical information to non-technical audience, one (1) year preferred
• Basic foundation knowledge of the rail or transportation industry (2) years

Working Conditions:

This position has a regular full-time schedule working Monday – Friday during one of the shifts below:

• 7AM – 4PM
• 8AM – 5PM
• 9AM – 6PM
• 11AM – 7PM
• There may be a need for occasional work after hours or weekends
• This position may require minimal international travel to Canada, US and Mexico up to 20% of the time per calendar year.