Team Lead, EDI Services

Description

Purpose of this Position: 

The Team Lead, EDI Services, plays a key role in delivering consistent, high-quality support for McLeod’s EDI solutions by guiding the daily operations of the Core EDI team. This role ensures the team is equipped to resolve customer issues efficiently, uphold best practices, and maintain compliance with service standards.

Essential Duties and Responsibilities:

• Identify, and document, process improvements, and deficiency opportunities within the Core EDI team.
• Be first point of contact for questions/issues for all team members.
• Serve as an issue escalation point by consulting with customers when needed. Escalate issues to Manager as needed.
• Review and approve daily Time Entries of designated team members.
• Evaluate team members’ job performance by observing daily activities (interactions with customers, McLeod employees, Raptor management, meeting participation, preparedness, timeliness, work ethic, etc.) and provide feedback to Manager as needs present themselves.
• Clearly communicate best practices, processes, and expectations.
• Monitor resource capacity and work with Scheduling Team for queue balance and assignments.
• Actively participate in management meetings as requested.
• Facilitate training as needed to strengthen the team’s skills.
• Communicate directly with customers via phone and/or email as a point of escalation/resolution.
• Thoroughly document all needed information as it relates to the team responsibilities and knowledge base.
• Assist sales and customers with EDI questions during contract sales cycle.
• Be available to assist Ignition trainer with EDI questions should a classroom attendee request.
• Monitor and manage queues as needed.
• Maintain productive balance of Team Lead and role specific duties to maintain sufficient customer support and deliverables.

Competencies:

• Ability to learn internal software and systems
• Ability to collaborate and communicate across carrying organizational levels
• Ability to communicate technical information effectively
• Ability to multi-task
• Strong problem solving and analytical skills
• strong oral and written communication skills
• Ability to remain calm and amiable in stressful situations 
• Strong documentation skills 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• Bachelor’s degree with 3 years of experience in EDI, transportation, or the software industry, required; or 7 years of relevant experience in EDI, transportation, or the software industry, required.
• Experience providing technical support for software and/or hardware solutions, required.
• Experience training customers or end users on software applications, required.
• Experience working with customer orders, shipment statuses, invoices, or related transportation/logistics processes, preferred.
• Intermediate proficiency with Microsoft Office Suite, required.
• Ability to troubleshoot software, system, and technical issues, required.
• Familiarity with file transfer technologies and tools, including FTP, SFTP, AS2, and APIs, using applications such as WinSCP, FileZilla, or similar clients, required.
• Familiarity with text file comparison and analysis tools, such as WinDiff or similar applications supporting ASCII text files, required.
• Strong analytical, problem-solving, and customer service skills with the ability to diagnose and resolve technical issues effectively.
• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.

Why McLeod?

At McLeod Software, we believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software’s growth and success. When you join McLeod, you’re joining a company that’s built for the long haul—with a clear vision, strong leadership, and a commitment to investing in our people.