International Customer Service Account Representative

Who are we?
At Calumet we deliver innovative specialty products trusted by companies across the globe. We are the foundation to everyday essential products that help millions of people live and thrive. We are headquartered in Indianapolis and have numerous production locations in the US. We are customer focused and utilize our values of collaboration and entrepreneurship to grow the business. We offer a dynamic, high-performance environment where team members can have real input and impact on our business. If you’re ready to roll up your sleeves, treat the business as if it is your own and add value accordingly, come see why we’re Calumet Proud!

PURPOSE:
The International Customer Service Account Representative is the front line for order entry management support for international sales and distribution processes. This position will utilize Calumet’s ERP system and support processes to ensure effective order fulfillment. This role interacts with both internal/external customers including GTOC Operations, Plant Operations, and various Order to Cash (OTC) functions to ensure timely and accurate order processing and elevated levels of customer satisfaction.

KEY OBJECTIVES AND RESPONSIBILITIES:

• Responsible oversite of onboarding process for new customers and shipping locations through ERP system, contract management and vetting acceptance process
• Responsible for timely and accurate order fulfillment from PO receipt to Booking Release.
• Monitors open orders and notifies internal business partners and/or external customers with updates or delays on order.
• Coordinate front end sub process such as pro forma invoice approval, credit acceptance or import license requirements.
• Assist with customer inquiries on products, loading/order requirements, and freight quotes
• Maintain accurate and up-to-date information in SAP customer contracts, partners and instructions based on various requirements.
• Identify and escalate obstacles preventing timely execution and confirmation of order process
• Cross train and provide back up coverage for department workload
• Other duties as assigned

REQUIRED EDUCATION/EXPERIENCES:

• High School diploma or GED
• 1 years of related customer support experience required (International Preference)
• Proficient computer skills with demonstrated experience in Microsoft office, ERP systems (SAP Preferred)

PREFERRED EDUCATION/EXPERIENCES:

• Working knowledge of international trade requirements (i.e., incoterms, AES filing, import/export documentation, multi-leg transportation requirements)
• Preferred international logistics, freight forwarding experience
• Bilingual Skills

COMPETENCIES:

• Demonstration of Calumet Values – Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, & Excellence.
• Attention to Detail – Able to focus on all areas of a project or task, no matter how small, reviews work thoroughly and produces work free of errors.
• Change Management - Demonstrates openness to new situations. Contributes with ideas and innovative approaches to enhance work processes and procedures. Embraces changes when presented with them.
• Communication - Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to, understand the perspectives of others, and proposes solutions; provides timely follow-up.
• Drive – Positive energy, ambitious, courageous, flexible but decisive, with the ability to take on continuous and complex business challenges in a fast-paced environment. Persistence to drive to solutions despite obstacles and/or competing priorities.
• Emotional Maturity – Ability to withstand pressure and manage emotions effectively to create the right effect on people and organization.
• Ethics & Integrity – High degree of personal integrity in all business dealings.
• Functional Skill – General awareness, exposure, and understanding across customer service responsibilities
• Judgment/Decision-Making – Smart, with the ability to think through issues and make wise decisions.
• Organization & Planning – Highly organized with the ability to manage multiple projects and assignments in a rapidly changing environment while meeting critical deadlines

Salary and benefits commensurate with experience. We are an equal opportunity employer including disability and veteran. All offers of employment are conditioned upon successfully passing a drug test.