International Accounts Supervisor

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Position Title: International Accounts Supervisor

Job Overview:

The International Accounts Supervisor is responsible for providing excellent service to our international customers by using their expertise to build strong, healthy relationships with customers, educating them of all benefits of doing business with the organization and creating an open and accessible communication route for free flow of information. This position will coordinate customer orders with Marketing Specialists, Customers, Credit Department, warehouses, and overseas manufacturers to ensure timely delivery according to customer request dates.

The International Account Supervisor is responsible for more complex and difficult customer support functions; they will troubleshoot and resolve issues to provide optimum service to our customers while keeping the needs of the business in mind.

Key Responsibilities:

• Professionally always communicate with customers to check on order status, confirm pricing, change orders, cancel orders, change delivery dates, suggest alternatives to customers, coordinate shipment details, etc. Collaborate with a variety of people such as Marketing Specialists, Credit Analysts, Distribution Center personnel, overseas manufactures and others ensure customer satisfaction while keeping company goals in mind

• Answer customer questions on products related to color, dimension, clearance, matching items, sets, care and cleaning, etc. Consult product catalog, Ashley Direct comments and photos, HomeStore, and/or Engineering Department for information as needed.

• Continually drive departmental goals by analyzing daily, weekly and monthly reports to monitor and manage departmental processes to help ensure process guidelines are followed, customers' needs are met and/or issue resolution is timely. Develop strategies for achieving targeted measures; make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.

• Enter, post, process and manage customer orders for finished goods and replacement parts according to standard operating procedures. Cancel partial or complete orders as requested by customers or as needed due to discontinuation of items. Manage and maintain orders to ensure replacements, shortages, below minimums, discontinued items, must ship complete orders, crossed items/orders and others are all addressed and handled appropriately to ensure a clean order base

• Troubleshoot and resolve issues with defective products, incorrect product, customer perception, etc., to determine the most appropriate method of resolution. Handle customers and/or escalated situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution to ensure customer satisfaction and retention.

• Accurately maintain internal records regarding customer and/or country requirements and shipment status; update the records accordingly as changes occur.

• Select orders to organize full-truckload and partial deliveries. Schedule product pick-ups and deliveries to ensure continuous flow of ordered and allocated products from our distribution center to the customers in the most timely and efficient manner. Contact customers to schedule deliveries and/or advise of product deliveries. Negotiate with customers, marketing specialists and/or other departments as needed to ensure all allocated product is delivered and/or picked up as scheduled.

• Assist in maintaining standard operating procedures for the International Account Support Team; make recommendations for changes and implement upon manager's approval

• Make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc

• Manage employee performance and assist employees in making improvements to their performance through coaching, mentoring, and administering performance reviews. Recommend, plan and/or implement employee training and skill development activities

• Demonstrate the Company's Core and Growth Values in the performance of all job functions.

Qualifications:

• Education: Associate's degree in international business, Business, or related field.

• Experience: Minimum of 2 years in international business, customer service, and/or a related area.

Skills:

• Strong understanding of international business and awareness of cultural diversity

• Proficient in international logistics, while handling multiple projects simultaneously.

• Excellent leadership, organizational, and problem-solving skills.

• Outstanding communication and interpersonal skills, with the ability to build and maintain relationships with international clients and internal teams.

• Proficiency in relevant software applications

• Strong analytical and reporting skills, with attention to detail and accuracy.

Benefits:

• Competitive salary

• Comprehensive health, dental, and vision insurance

• 401(k) with company match

• Paid time off and holidays

• Professional development opportunities

• Life and disability insurance

• Flexible spending accounts

Who Are We?

• We offer competitive pay and excellent benefits.

• We are a multi-billion-dollar company and the largest manufacturer of furniture in the world and offer one of the industry's broadest product assortments at over 20,000 storefronts in 123 countries.

• Growth-Focused is one of our core values, and we are dedicated to helping you grow with us through training, mentoring, and coaching as well as investing in the latest design tools, production equipment and new technologies.

• Environmental efforts are a priority as we continually seek to recycle, reuse, and replenish every day.

• Millions of dollars are contributed annually to local and national charities as we seek to improve the lives of people around the world.

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals only.