Customer Integration & Onboarding Specialist

Job Title: Customer Integration & Onboarding Specialist

Reports To: Senior Manager, Sales Support

Location: Columbia, Maryland

Position Summary:

The Customer Integration & Onboarding Specialist is responsible for leading the successful onboarding of customers to Electronic Data Interchange (EDI) while developing, maintaining, and troubleshooting EDI mappings between customers and internal business systems. This role serves as the primary point of contact for customers throughout the onboarding process, ensuring seamless integration, timely implementation, and exceptional customer service. The position works cross-functionally with Customer Service, Sales, IT, Finance, and external trading partners to improve order automation and reduce manual processing.

The Specialist will also serve as a cross-trained backup for the Customer Service department, providing support with order entry, customer inquiries, account maintenance, and other operational functions during periods of increased workload or employee absences to ensure business continuity.

Essential Functions and Responsibilities:

Customer Onboarding

• Proactively identify customers that are candidates for EDI ordering.
• Reach out to customers to discuss EDI capabilities and benefits.
• Lead customers through the onboarding process from initial contact through production go-live.
• Coordinate implementation timelines with internal and external stakeholders.
• Provide post-go-live support to ensure a smooth transition.

EDI Mapping & Integration

• Configure inbound and outbound transaction sets.
• Validate customer data requirements and mapping specifications.
• Troubleshoot mapping errors and transmission failures.
• Maintain mapping documentation and implementation records.
• Support management of applicable EDI transaction sets

Customer Support

• Serve as the primary point of contact for customer EDI questions.
• Resolve EDI-related order issues.
• Monitor transaction failures and proactively resolve exceptions.
• Ensure customer satisfaction through implementation.
• Provide customer education on EDI processes.

Cross-Functional Collaboration, partnering with:

• Customer Service
• Sales
• IT
• Finance
• Supply Chain & Third-party EDI providers to ensure successful implementations and ongoing operational excellence.

Process Improvement

• Identify opportunities to increase EDI adoption.
• Recommend automation improvements.
• Standardize onboarding documentation and workflows.
• Develop best practices for implementation.
• Reduce manual order entry through increased EDI utilization.
• Participate in cross-functional projects that enhance operational efficiency.

Reporting & Metrics - Track and Report:

• New customer EDI implementations
• Onboarding Timeline
• EDI adoption rate
• Transaction success rate
• Failed transaction resolution time
• Customer satisfaction
• Order automation percentage

Minimum Qualifications / Education:

• Associate degree in business, Information Systems, Supply Chain, or equivalent combination of education and relevant experience.
• Minimum 2-3 years of experience in Edi, Customer Service, Order Management, Sales support or a related business operations role.
• Experience with ERP systems and CRM experience, Infor M3 and Salesforce preferred.
• Experience with EDI transactions and customer onboarding processes preferred
• Customer implementation or project management experience.

• Strong analytical skills with the ability to solve complex problems and gather data for input.
• Strong initiative, and collaboration skills, able to work with employees at various levels of the organization to successfully resolve issues and lead projects.
• Able and willing to learn new software tools.
• Proficient in Microsoft Office and keyboard skills, with a minimum of 40 WPM.
• Detail oriented, with the ability to manage multiple priorities in a fast-paced environment.