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International Customer Service Representative


JOB PURPOSE:

Provide International order entry and prepare international export documentation according to established company procedures while ensuring orders are entered and shipped within a timely manner, resolve product and service problems through comprehensive information gathering, enlist excellent communication skills and inter-departmental relationships.



JOB DESCRIPTION:


  • Manage the international email responding to customer purchase orders, inquiries, international sales rep inquiries and other departments for the assigned territory and back up team members as required.

  • Manage orders from receipt to closing regarding such actions as:

    • Approvals from upper management

    • Order entry

    • Validate product certification for exporting

    • Pricing

    • Terms and Conditions

    • Delivery dates

    • Order status

    • Changes or change orders

    • Schedule and schedule changes

    • Preparation of Proforma Invoices

    • Letter of Credit processing

    • Tracing/tracking, and transportation status


  • Resolve issues for customers by following established procedures such as:

    • Return Material Authorizations

    • Invoice Corrections

    • Credit Requests


  • Interface with other departments; Sales and Marketing, Shipping, Logistics, Manufacturing, Regulatory, Legal and Finance to coordinate and ensure delivery of product

  • Work with customer service management to ensure proper customer service is being delivered.

  • Other duties and responsibilities as assigned by management.

  • Observe and practice safety procedures and policies.


QUALIFICATION REQUIREMENTS:


Education:



  • High School Diploma or equivalent.

  • Some college or CPE certifications are preferred.   


Experience:



  • Minimum of 5 years' experience working in a Customer Service role with at least 2 of these years dealing with International Customers and exporting preferred

  • Must have at least an intermediate working knowledge of Microsoft Windows applications; Excel and Word as well as Outlook

  • Previous experience with order processing software a plus


Knowledge, Skills and Abilities:



  • Excellent verbal and written communication skills.

    • Fluent in English and Spanish

    • Pleasant speaking voice

    • Good typing, spelling and grammar skills

    • Friendly and professional manner


  • Intermediate computer skills

  • Problem solving skills

  • Detail Oriented

  • Ability to maintain the required confidentiality.

  • Ability to deal patiently with problems and complaints

  • Must be able to work independently within specific time constraints


PHYSICAL DEMANDS:



  • Normal requirement for general office work.




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