International Customer Service Representative
hace 4 semanas
MAIN RESPONSIBILITIES:
Responsible for direct customer contact in all areas regarding product selection, order placement, pricing, complaints, technical help, product returns, expedites, customer deductions, credit and literature requests.
Order Management
- Order entry into appropriate plant, generate order acknowledgements, process expedite requests
- Process EDI / I-Trade orders, acknowledgments, and invoicing
- Prepare and submit proforma invoices for customers without payment terms
- Obtain credit card information for credit card/cash in advance customers for accounting to process.
- Coordinate with scheduling on all build to order items or large quantity orders
- Obtain freight quotes
- Prepare export documents
- Coordinate with shipping department to ensure customers shipping requirements are maintained.
Customer Communication
- Respond to all telephone calls, faxes and emails.
- Relay pricing and promotions to customers, sales and manufacturer reps when requested
- Notification to customers on promotions, specials, shortages and any other relevant information
- Resolve and answer customer inquiries and complaints
- Process and mail literature requests
- Obtain and submit customer surveys
- Process sample / show requests as needed
- Interface with other department (credit, marketing, manufacturing, marketing, engineering, QC, repairs, shipping) to insure a high level of customer service
- Provide technical product support to customers within scope knowledge, and forward
- onto technician or engineering when beyond scope
Warranty and Deductions
- Issue returns goods authorizations
- Resolve customer deductions and issue credit memos
Customer Set-Up and Maintenance
- Maintain ship to locations
- Maintain updated customer notes, comments, and pertinent customer information
- Maintain UPS shipment notification email addresses
- Maintain Acknowledgement notification information
JOB REQUIREMENTS :
- EDUCATION: University degree in Administration, International Business or related. Industrial Engineering is also acceptable.
- EXPERIENCE: Strong International Customer Service background. Export and Letter of Credits policies knowledge. Computer literacy/knowledge. Superior communication and strong communication and organizational skills. Ability to work under pressure, respecting deadlines and delivering results.
- SKILLS : Proficiency in Microsoft Outlook, Word, Excel, Export, L/C Processes and Procedures.
- LANGUAGE: >90 % - must possess excellent English comprehension, writing and conversational speaking skills.
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