EDI Customer Service Specialist

• Location 9400 Bradford Road,Plainfield, IN, 46168,United States
• Employee Type Full Time Non-Exempt
• Required Degree 2 Year Degree
• Manage Others No

• Phone

The EDI Customer Service Specialist delivers a smooth, reliable experience for Certor Sports customers who order through EDI. The role answers questions, resolves problems, and keeps orders accurate and on time, working directly with our Ecom customers, sales reps; who is the customer's liaison, and with internal teams to get issues resolved quickly.

• Handle inquiries, complaints, and escalations efficiently while maintaining a customer-focused approach.
• Work closely with quality control, warehouse, and logistics teams to resolve product or shipment issues.
• Answer order status, ship-date, and delivery questions by phone, email, and help desk with clear, timely follow-up.
• Own each issue until it is resolved and keep everyone involved informed along the way.
• Treat every interaction as a chance to build trust in Certor Sports.

• Review incoming EDI orders daily and make sure each one is complete and accurate.
• Fix order problems such as pricing, item, size, color, or ship-to errors so orders ship on time.
• Keep open orders current: changes, cancellations, backorders, and ship-date updates.
• Make sure order confirmations, shipping notices, and invoices reach the customer accurately and on time.
• Follow each customer's order requirements (ship windows, labeling, routing) to avoid delays and chargebacks.
• Partner with the assigned sales rep, who is the customer's main point of contact, to keep accounts running smoothly.
• Proactively alert the sales rep to order issues, delays, or short-ships, with the facts and a recommended solution.
• Provide order status, open order details, and ship-date updates on request.
• Carry out order changes the sales rep confirms with the customer.
• Support the sales rep on chargeback and deduction disputes with order and shipment documentation.
• Share regular open order, backorder, and ship-date reports with sales reps and CS leadership.

• Serve as the CS team's go-to resource on EDI orders and cross-train a backup.
• Keep simple, up-to-date procedures for handling EDI orders.
• Help with general order processing, phones, and help desk tickets during peak periods.
• Flag recurring order or system problems to IT or the EDI provider so they get fixed at the source.
• Suggest process changes that make ordering easier for customers and sales reps.
• Help test EDI orders during the Net Suite migration so customers see no disruption.

• 2+ years of customer service experience, ideally in order management.
• Strong customer focus and the ability to stay calm, professional, and solution-oriented under pressure.
• Excellent written and verbal communication with customers, sales reps, and internal teams.
• Strong problem-solving and follow-through; owns issues until they are resolved.
• High attention to detail and accuracy in order entry.
• Comfortable with order systems and Microsoft Office, including basic Excel.

• Experience handling EDI orders. Technical EDI knowledge is not required; training is provided.
• Experience with team dealers, retail accounts, or sporting goods and apparel.
• Associate's or bachelor's degree, or equivalent experience.

Benefits include:

• Medical, Dental, Vision, and Life insurance
• Health Savings Account
• 401k with company match

At Certor Sports, our passion is protecting and enhancing performance for the American sports athletes. Our state-of-the-art R&D department is a leader as we design and innovate the next generation of protective equipment and performance sporting goods.

One of the great parts of this job is getting to see our products being used as you watch your favorite sports teams compete for championships.

Certor Sports, LLC does not discriminate in employment based on race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.