General information

Office (s)
Cleveland / Akron, OH
Date Published
Thursday, September 29, 2022
United States
Job ID
Global Support

Description & Requirements

About Us:
Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players who inspire one another and drive results for the business and our customers.

About the Role:
Epicor's Customer Service department strives to provide a "Best in Class" customer experience by leading critical customer-facing functions and support to both internal and external customers. This role at Epicor will be responsible for assisting our EDI customers, identifying gaps, and implementing an action plan to improve the overall EDI process, which will involve external and internal stakeholders from various departments.

In this role, this person will establish and maintain a "sense of urgency" within areas of responsibility to assure problem resolution in the short term and process improvement in the longer term.

What You’ll Do:
Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing product knowledge. 
Stays up to date with software updates and/or changes to be able to provide timely and accurate solutions to customers. 
Create user documentation & procedures for EDI Support, as well as map corrections when applicable.
Addresses concerns brought up by other departments such as customer experience or sales.
Manage critical business relationships while understanding customer expectations and policies related to EDI.
Excellent verbal and written communication skills.
Ability to establish and maintain positive and effective work relationships with co-workers, clients, members, providers, and customers.
Ability to maintain attendance to support required quality and quantity of work
Ensure timely and effective product changes including data collection and validates
Complete client and trading partner correspondence, as well as system checks to ensure optimal client system performance.
Update mapping documents into various formats including XML, flat file layouts, and CSV formats
Other responsibilities as assigned

What You Need to Succeed:
Experience in technical customer support 
BA/BS or 2-3 Years of EDI experience is preferred
Ability to effectively communicate both verbally and in writing.
Knowledge of EDI and EDI Standards is a plus
A background or previous work experience in EDI mapping, implementation & wholesale distribution

Additional Skills That Could Set You Apart:
SQL knowledge 
Strong Excel experience 

Why You Should Click Apply:
With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will have all new opportunities for internal mobility, to develop and sharpen your skills, and to work interdepartmentally on a global level. Check out what some of our employees are saying about internal mobility at Epicor here.

“Epicor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, gender identity, disability or veteran status.”