Purpose of the Role

The Core, Manager of EDI Services leads a high-performing team to deliver consistent, high-quality EDI support and implementation. This role ensures team accountability, drives customer satisfaction, and supports continuous improvement through coaching, process oversight, and cross-functional collaboration.

Responsible For

• Team Leadership and Performance Coaching
• Process Oversight and Compliance Monitoring
• Customer Escalation and Cross-Functional Support
• Talent Development and Resource Management

Essentials for the Role

• Ability to learn internal software and systems.
• Ability to collaborate and communicate across varying organizational levels.
• Ability to communicate technical information effectively.
• Ability to work on multiple tasks at one time.
• Strong problem solving and analytical skills.
• Strong oral and written communication skills.
• Ability to remain calm and amiable in stressful situations.
• Strong documentation skills.
• Strong interpersonal and customer service skills.

Key Accountabilities

• Provide consistent Raptor checks/monitoring to ensure accurate and timely issue resolution of work orders, SOP compliance, proper documentation, and follow-through.
• Conduct and facilitate recurring meetings with EDI team to maintain motivation, ownership, responsibility, skills, and expectations.
• Conduct and facilitate one-on-one meetings with each individual team member to focus on progress, feedback, and coaching.
• Provide opportunities for continuous growth within the EDI team as well as individual knowledge and skills.
• Communicate directly with customers/internal resources as a point of escalation/resolution.
• Thoroughly document all needed information as it related to the team responsibilities and knowledge base.
• Maintain a balanced workload distribution among team members.
• Oversight of daily Time Entries of designated team members approved by Team Leads.
• 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 daily coaching to team members as needs present themselves.
• Evaluate team members' skillset and performance metrics to ensure forward momentum in skill sets knowledge.
• Attend customer meetings/phone calls with team members as support and as an opportunity to observe and coach to best practices afterward.
• Clearly communicate best practices, processes, and expectations.
• Actively participate in management meetings as requested.
• Foster communications between various teams for better customer experiences, issue resolution, and product/process knowledge.
• Coordination and oversight of new employee training.
• Facilitates interviews and makes recommendations to Director.
• Be primary point of contact for and resource coordinator of after-hours emergencies.
• Manage PTO requests and scheduling.
• Manage returns and order amendments.
• Coordinate, assign, and facilitate monthly team training sessions.

Education / Experience

• Bachelor's degree with 5+ years of experience in EDI, transportation, or the software industry; or a high school diploma/equivalent with 9+ years of relevant industry experience.
• Strong working knowledge of EDI is required.
• Previous management experience or at least one year in a Team Lead role is preferred.
• Intermediate proficiency with Microsoft Office Suite.

Supervisory Responsibilities

Directly supervises 15 to 18 non-supervisory employees in the Core EDI Services department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Disclaimer

This job description outlines the primary duties of the position but is not intended to be all-inclusive. Employees may be asked to perform other duties as required to support organizational goals. McLeod reserves the right to update or change this description as needed.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; and talk or hear. The employee is occasionally required to reach with hands and arms.