Position Summary:
This is an interdisciplinary hybrid role located onsite at Arrow Fastener in Saddle Brook, NJ.
The EDI/Technical Support Specialist is responsible for initiating and establishing new EDI/B2B/B2C partnerships with trading associates, with the primary focus being on testing, completing certification processes and guiding vendors through the transition to EDI/B2B/B2C integration. This role also supports Arrow’s Customer Service team in delivering exceptional technical support to Arrow Fastener’s customers by providing recommendations and troubleshooting issues with products over the phone.

Responsibilities:
EDI
• Analyze, troubleshoot, and optimize EDI systems to ensure efficient and accurate data transmission.
• Collaborate with internal and external stakeholders to ensure timely and successful transmission of EDI documents.
• Conduct testing of modifications to existing EDI systems and recommend improvements.
• Collaborate with third-party software providers to troubleshoot and address issues.
• Process EDI transactions (850,855,856,810, etc.)
• Provide EDI support to internal departments regarding electronic orders.
• Monitor all inbound and outbound transactions.
• Work on simultaneous projects across multiple time zones.
• Dispute any fines incurred and work with other departments to dispute and resolve any recurring fines.
• Follow chargebacks and ensure deductions are valid and reasonable.
• Collaborate closely with the Sales, Shipping and Customer Service teams to ensure adherence to customer guidelines.

Technical Support Specialist
• Provide verbal and written customer technical support by giving recommendations for functional or troubleshooting issues on any of our products.
• Use Jira to complete customer requests as assigned by Quality Manager/Customer Service Manager.
• Follow up and make scheduled call backs to customers when necessary.
• Provide price and delivery on parts, product repairs, and replacements.
• Perform RA (return authorization) process, conduct appearance, packaging, and function evaluation on Arrow’s products.
• Collaborate with Customer Service and Finance teams on disposition of returns, acceptance/rejection of returns for credits, repacking of returns, return to inventory and summarizing monthly report.

Requirements:
• Minimum of two years of related EDI/B2B/B2C experience (and/or training; or equivalent combination of education and experience.)
• Extensive knowledge of EDI/B2B documents (ex. XML, ANSI X12 and Flat Files) and familiarity with EDI/B2B/B2C standards and mapping tools.
• Full experience with EDI setup, EDI transactions, and EDI Testing.
• Proficiency with AS400, Trusted Link 400, Biz Manager, and SPS Commerce EDI platforms.
• Demonstrated expertise in customer portals and websites as a subject matter specialist.
• Excellent interpersonal skills and ability to effectively communicate with all levels within the company and vendors.
• Minimum of two years’ experience in customer service and ability to display proper phone etiquette.
• Strong organizational, analytical, critical thinking, and exceptional attention to detail.
• Ability to manage multiple projects/tasks simultaneously.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Demonstrated computer proficiency in MS Office Product Suite, i.e. Word, Excel, PowerPoint.
• Knowledge of Arrow, Goldblatt and Pony Jergensen products; i.e. T50, HT50, PS1, etc. is preferred but not required.