Customer Integration & Onboarding Specialist

About the Role

The Customer Integration & Onboarding Specialist leads the successful onboarding of customers to Electronic Data Interchange (EDI), develops and maintains EDI mappings, and troubleshoots integration issues. This role serves as the primary point of contact for customers throughout onboarding, ensuring seamless integration, timely implementation, and exceptional service. The Specialist collaborates cross-functionally with Customer Service, Sales, IT, Finance, and external partners to improve order automation and reduce manual processing. Additionally, the role serves as a cross-trained backup for Customer Service, supporting order entry, inquiries, and account maintenance during high workloads or absences.

Responsibilities

• Proactively identify customers for EDI ordering and discuss EDI capabilities and benefits.
• Lead customers through the onboarding process from initial contact to production go-live.
• Coordinate implementation timelines with internal and external stakeholders.
• Provide post-go-live support to ensure a smooth transition.
• Configure inbound and outbound EDI transaction sets and validate customer data requirements.
• Troubleshoot mapping errors and transmission failures.
• Maintain mapping documentation and implementation records.
• Serve as the primary point of contact for customer EDI questions and resolve EDI-related order issues.
• Monitor transaction failures and proactively resolve exceptions.
• Provide customer education on EDI processes.
• Collaborate with Customer Service, Sales, IT, Finance, Supply Chain, and third-party EDI providers for successful implementations.
• Identify opportunities to increase EDI adoption and recommend automation improvements.
• Standardize onboarding documentation and workflows, and develop best practices.
• Track and report metrics such as new EDI implementations, onboarding timelines, transaction success rates, and customer satisfaction.
• Participate in cross-functional projects to enhance operational efficiency.

Qualifications

• Associate degree in Business, Information Systems, Supply Chain, or equivalent combination of education and experience.
• Minimum 2-3 years of experience in EDI, Customer Service, Order Management, Sales Support, or related business operations.
• Experience with ERP systems and CRM (Infor M3 and Salesforce preferred).
• Experience with EDI transactions and customer onboarding processes.
• Customer implementation or project management experience.
• Strong analytical skills and ability to solve complex problems.
• Strong initiative and collaboration skills, able to work with employees at various organizational levels.
• Ability and willingness to learn new software tools.
• Proficient in Microsoft Office and keyboard skills (minimum 40 WPM).
• Detail-oriented with the ability to manage multiple priorities in a fast-paced environment.

Location: Columbia, Maryland