Description :

1. Answers customer/account requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas.
2. Process and confirm orders by phone, fax, or email into the AS400 system and/or SAP. 
3. Verify that information in the computer system was up-to-date and accurate and pull timely reports to analyze order data.
4. Create processes and systems for increasing customer service satisfaction. Cross-trained and provided back-up for other customer service representatives when needed.
5. Accurately and efficiently complete necessary export documents for custom/international purposes.
6. Provide customers/ sales representatives with accurate information concerning inventory availability, order assignment, pricing, and shipping details as necessary.
7. Develop and refine strategic and operational compliance procedures and practices necessary to show reasonable, due diligence and achieve best in class customer service practices.

Experience

10+ Years

Level

Senior

Education

B.A. Comm.

Description :

1. Providing inbound telephone customer support in a call center environment and determining the nature of the call or inquiry.
2. Resolve problems and maintaining an ongoing professional relationship with internal and external customers.
3. Processing international shipments; ensuring specific customer requirements are followed.
4. Processing shipments in accordance with ups cartage services inc., and US commerce department policy and regulations.
5. Following up on requests, reviewing rates as needed, tracking and routing shipments and orders, preparing reports, customer set ups, updating customer files and profiles.
6. Quickly and professionally answer inbound calls to determine call nature or inquiry to include explanation of services available, features, costs, and other related ups services.

Experience

7-10 Years

Level

Executive

Education

B.A. IR

Description :

1. Builds and maintains a strong rapport with international customers and sales team via email, fax, and phone.
2. Process purchase orders and quote requests through the company's data base; sage 300 ERP.
3. Prepare invoices, both domestic and more particularized invoices for international shipments to meet governmental and ministry of health requirements.
4. Responsible for tracking and organizing of customer accounts regarding pricing, special product requirements, special shipping requirements, and any other pertinent information about the customer or account.
5. Coordinates with the shipping department to ensure all orders are shipped per customers' request and time line with completed documentation and approval for shipment.
6. Supports technical service by receiving complaints and documenting information for appropriate departments per our sop. Supports finance department when needed for collections on accounts.

Experience

2-5 Years

Level

Junior

Education

BA

Description :

1. Review order backlogs, expedite shortages and communicate order status to customer centers. Coordinate drop and special shipments for high priority orders.
2. Liaise with procurement and logistics departments to ensure timely delivery of shipments. Maintain customer orders by processing changes, auditing holds and updating pricing.
3. Pool resources with engineering, marketing, and financing to maintain customer account and product identification materials.
4. Interact with shipping carriers and forwarders to locate and deliver missing or late shipments.
5. Sustain a working knowledge of Incoterms for logistics support and shipment documentation.
6. Research causes and solutions for customer dissatisfaction in relation to shipment shortages and overages.
7. Coordinate and communicate with external parties to ensure acquisition and delivery of shipments.

Experience

7-10 Years

Level

Executive

Education

BA

Description :

1. Member of the aftermarket team - achieved monthly sales record of over 22 million.
2. Provided support to McNeil's truck & manufacturing for international customers.
3. Sap and e-commerce platforms as well as ms office programs used in daily order management.
4. Processed orders, provided quotes, managed sales orders and monitor shipping.
5. Opened new accounts, issued credits, processed credit cards and accepted payments.
6. Responsible for assisting international customers with sales orders & service support.
7. Coordinate sales activities; make outbound calls to support the department.

Experience

0-2 Years

Level

Entry Level

Education

B.A.

Description :

1. Order entry- processing orders using our BPCS/ERP software, while ensuring order entry accuracy. Also, verifying orders while paying attention to details with any special international markings for shipments and other added notes to orders.
2. Effectively communicate with our shipping department to minimize or eliminate any delays with exports.
3. Work with material planners to provide effective communication with my distributors regarding any status changes with their orders.
4. Issue credits and debits for any problems which require a financial correction; shipping, incorrect pricing.
5. Work with our application engineers to ensure timely entry of return authorizations for my customers.
6. An active member of the export compliance team ensuring export compliance regulations is being followed and maintained.
7. Conduct visual compliance checks on all customers to ensure due diligence checks are completed prior to export.

Experience

10+ Years

Level

Management

Education

BAIR

Description :

1. Accountable for receiving customer PO's all aspects of order fulfillment for international customers.
2. Resolves various customer issues or complaints related to orders, shipments and receipt of products.
3. Proactively built and maintain ongoing relationships with key customers and interface with sales staff on the supply chain, logistics, plant, and warehousing issues.
4. Generated and investigated daily reports- (i. E. Billing, returns, late orders, back orders, deliveries, test reports, sales contracts, package declarations, material certificates).
5. Releasing orders in the system creating eta dates that are relayed to customers at the end of each day.
6. Providing customer support for service complaints; answering questions regarding service and products. Assisting customers with product selections that will suit their business needs.
7. In the absence of the primary CSR's handling all emergencies and complaints.

Experience

2-5 Years

Level

Junior

Education

B.S. in BA

Description :

1. Provided service to incoming calls from external customers, including insurance agents and customers, posting payments, researching status and provide account analysis.
2. Process incoming correspondence for financial documentation both on paper and electronically and provide support for insurance agents.
3. Respond to telephone inquiries from insurance agents, insurance companies and insured customers regarding premium finance accounts. Properly document call conversation on each specific account.
4. Appropriately route requests to management for research and resolution of account transaction issues.
5. Negotiate late fee waiver requests and waive late fees within authorization threshold of $1,500.00.
6. Forward hold/promise requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production.
7. Process electronic inquiries received through customer service emails, update info emails & web queues as assigned by manager.

Experience

10+ Years

Level

Consultant

Education

B.A. Communication

Description :

1. Export order fulfillment and ocean freight shipping responsibilities for all global clients of hazardous materials used in water treatment processes (recreational, industrial).
2. Knowledge of regulatory compliance for shipping hazardous chemicals overseas including product labeling and packaging.
3. Bi-lingual (Spanish) verbal and written communication skills used daily.
4. Experience with border crossing documentation that includes cafta & nafta certificates, export control classifications (eccn), toxic substance control act (tsca).
5. Knowledge of inco terms (freight terms) and letter of credit as it relates to international order shipping.
6. Maintain all documentation for the business units served by complying with processes, procedures, and instructions for all activities in which this role participates (quality complaints, returns, and damages).

Experience

5-7 Years

Level

Executive

Education

B.A. in Int'l Business

Description :

1. Responsible for providing full account services for up to 100 international accounts from quotation through delivery to ensure a 99% on-time order delivery of orders to meet the needs of our international customers in over 50 countries.
2. Review and process purchase orders to establish product type, pricing, type of shipment, payment method and inco terms.
3. Review and process credit applications and account information forms to assist with establishing payment terms, completing the process of due diligence and creating and/or updating the customer's profile.
4. Work closely with the sourcing and planning departments to maintain high inventory levels in global warehouses for future shipments.
5. Assist the corporate finance department with cash in advance customers, past due invoices and collections.
6. Collaborate with suppliers, freight forwarders, and integrated carriers to obtain freight quotes, appointments and bookings for air, sea and land shipments. Confirm the cutoff, departure and arrival dates to ensure a smooth clearance of the goods at the chosen ports across the globe.
7. Prepare all pre and post-shipment documentations and other regulatory paperwork including commercial invoices, country of origin and health certificates required for scheduling and customs clearance.

Experience

2-5 Years

Level

Junior

Education

B.A. in BA

Description :

1. Managed the export order life cycle from creation (order to cash) through delivery, to ensure accurate pricing, Incoterms of sales, lead-times, special pack requirements and inventory availability.
2. Responded to customer inquiries and complaints utilizing the various business unit tracking systems, issued credit and debit memos, processed rebates and monitored sales orders through the order fulfillment process.
3. Engaged in project/change management, which includes the ability to translate needs into a workable implementation plan.
4. Resolved invoice discrepancies and deductions, processed samples, attended sales and operations planning (s&op) meetings.
5. Assisted in conducting root cause analysis and recommending solutions to service related issues to drive improvements.
6. Provided back up support to other members of the customer service team and performed miscellaneous duties as required.

Experience

2-5 Years

Level

Executive

Education

B.A. in BA