International Customer Service Representative
Full TimeJob Overview
The International Customer Service Representative provides effective customer service for all internal and external customers located across the globe.
Key Responsibilities
· Builds strong customer relationships, loyalty, and retention with designated customers
· Diligently comply with Reliable export policies/procedures and government (domestic and international) export regulations.
· Enter export quotes and orders into the ERP system ensuring unique international country/customer-specific destination requirements are satisfied.
· Flawless execution of order entry directly affects the Export Documentation produced, ensuring uninterrupted customs clearance at the international destination.
· Assist customers in the selection of Reliable products(s).
· Continually apprise customers of any delays in product availability.
· Determine the most cost-effective, efficient, and competitive overseas transportation method utilizing selected Freight Forwarders/Carriers specializing in specific foreign market lanes.
· Coordinate International logistics with Freight Forwarders/Carriers and obtain advance bookings.
· Applies International credit and pricing procedures to meet customer expectations while minimizing financial risk for the organization.
· Addresses customer concerns, service failures, and resolves issues resulting from international customs delays.
· Determine hold for complete lead times for product availability to single export fulfillment.
· Ensure cross-functional training to cover down on fellow customer service representatives in their absence, to include overseas warehouse orders.
· Promote a safe workplace by performing all tasks in a safe and thoughtful manner in compliance with all rules, procedures, instructions, devices, equipment, and use of appropriate personal protective equipment. Maintain vigilance for any hazardous conditions or practices in the workplace and immediately report any unsafe conditions or practice to your supervisor
· Performs other duties as directed
Skills, Knowledge & Expertise
- Understanding of common business practices relating to pricing, terms, shipment, taxes, and payment for products and services
- Business knowledge of the export community (forwarders, consolidators, logistic companies, freight, and air couriers.)
- Knowledge of technical details of the company product
- Proficient in computer data entry
- Proficient in Microsoft Office
- Working knowledge of U.S. Export Regulations and Incoterms 2000 or higher
- Strong communication and interpersonal skills
- Outstanding customer service skills
- Excellent time management ability
- Ability to handle adversity and conflict with successful outcomes
- Outstanding attention to detail and accuracy
- Possesses a strong commitment to a team environment while working well with others
- Works systematically and logically to resolve problems
- Able to follow instructions with minimal supervision within specified time frames