What are the responsibilities and job description for the Technical Support Specialist position at Woods Distribution Solutions?
Position Summary: The Tech Support role is essential in ensuring smooth warehouse operations by managing customer and system setups, maintaining accurate data, and providing technical assistance across multiple logistics platforms. This role ensures seamless customer onboarding, system functionality, billing accuracy, and reliable EDI support. The Tech Support professional collaborates closely with Customer Service, Operations, IT, Finance, and EDI partners to bridge logistics processes with system efficiency.
Primary Responsibilities:
- Stay up to date with all warehouse software systems, including WMS, Dock Scheduling software, VOIP systems, ERP systems, and EDI platforms.
- Provide first-line technical support for employees and customers experiencing issues with WMS, Dock Scheduling, VOIP, ERP, and EDI processes.
- Troubleshoot and resolve user access, system, EDI, and data-related issues to minimize operational downtime.
- Maintain updated company phone directories and system access lists.
- Monitor EDI transactions, identify errors, and coordinate with vendors or internal teams for resolution.
- Ensure system security and compliance with company IT standards.
- Set up new customers in WMS and configure new items for existing accounts.
- Create and update warehouse locations in the system.
- Maintain accurate customer spreadsheets, data files, user accounts, and EDI setup documentation.
- Review system transactions, rate setups, and charge calculations to verify billing accuracy prior to invoicing.
- Collaborate with Accounting and Operations teams to resolve billing discrepancies.
- Ensure billing aligns with customer contracts, pricing agreements, and system configurations.
- Support corrections to billing-related data in WMS, ERP, or EDI systems as required.
- Prepare and distribute weekly customer KPI reports to track warehouse and customer performance.
- Monitor system, EDI, and billing data integrity and recommend process improvements.
- Partner with Accounting, Operations, Customer Service, and IT/EDI teams to align software systems, billing processes, and operational workflows with business needs.
- Participate in special IT, EDI, and billing-related projects as assigned.
Required Skills, Knowledge and Abilities:
- Experience supporting or working with EDI transactions and processes; prior experience as EDI backup or secondary support preferred.
- Experience with billing verification, rate validation, or invoice support in warehouse or logistics systems.
- Strong troubleshooting and technical support skills.
- Ability to manage multiple system setups and maintain accurate records.
- Effective communication skills for cross-team collaboration.
- Detail-oriented with strong organizational and problem-solving abilities.
Preferred Qualifications:
- Proficiency with logistics, communication, ERP, and EDI-related software (e.g., Extensiv, Opendock, RingCentral, QuickBooks, SPS Commerce).
- Experience in warehouse, logistics, or distribution environments preferred.
Pay: $17.50 - $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $18 - $18