Customer Service Specialist

Job Purpose

The Customer Service Specialist is responsible for supporting our global customers by addressing inquiries, resolving issues, and providing a positive experience through effective communication. Responsible for efficient order processing, including order entry, informing customers of order status, and managing the logistics of importing and exporting shipments to and from customers. Maintains a good understanding of the company’s products and services to accurately answer questions and effectively handle customer concerns.

Essential Functions and Basic Duties

Responsible for effectively performing customer service functions

• Ensure departmental policies and procedures are followed while meeting department goals and objectives.
• Manages the order entry process for assigned business partners and reviews order requirements to ensure compliance with company’s terms and conditions and regulatory requirements.
• Receives and processes orders; verifies pricing, discounts, billing and shipping addresses; informs customers of any discrepancies or updates.
• Processes customer returns; determines nature and reason for return and assesses whether product is returnable; corrects and reships incorrect orders; processes related customer paperwork.
• Works closely with buyers and planners providing effective feedback on any items that may need to be purchased or built based on order requirements at time of entry.
• Research and resolve problems with customer orders as needed.
• Suggest process improvement recommendations for data analysis and identify opportunities for continuous improvement in the order entry process.

Responsible for the effective coordination of shipments to customers

• Consistently applies company’s export and global regulatory policies for international shipments to meet global trade requirements and minimize risk.
• Handles necessary documentation for import/export in compliance with the laws and regulations of the US and destination countries.
• Works closely with operations team, planners and final configuration personnel to ensure the product is meeting shipment timelines and delivery requirements.
• Generate shipping documents and work closely with shipping personnel, providing them with any special requirements, ensuring shipments are timely and scheduled to meet customer delivery needs.
• Works closely and efficiently with freight forwarders.

Responsible for establishing and maintaining professional working relations with customers and company personnel

• Provides exceptional customer service by resolving questions, requests, and problems in a prompt and courteous manner.
• Keeps customers informed of Company policies, procedures, and status of their orders and accounts.
• Adheres to all company policies, procedures and business ethics codes.
• Other duties as assigned.

Required Qualifications

• A minimum of five (5) years of customer service experience, both domestic and international.
• High school diploma or equivalent.
• English proficiency speaking, reading and with strong technical writing.
• Excellent communication skills, problem-solving, and the ability to prioritize multiple tasks.
• Highly organized with strong attention to detail, time-management skills, proactive and results driven.
• Knowledge of global trade such as export/import documentation, export/import declarations (AES), ECCN’s, harmonized tariff codes, country of origin, routed export transactions, Incoterm rules, air/ocean freight, IATA/IMO requirements related to dangerous goods (Hazmat) shipments
• In depth experience with ERP systems (SAP preferred) and Microsoft related programs.

Working Conditions

• The Customer Service Specialist operates in an office environment.
• The Customer Service Specialist will need to walk between company buildings.
• The Customer Service Specialist works a standard work week but may be required to work evening hours, holidays, or the weekend.

Physical Requirements

• Must be able to type using the keyboard of a computer. Must be able to talk, listen and speak clearly on the telephone. Must be able to lift and carry up to 30 lbs.