Global Customer Support Rep

Description

Summary/Purpose of the Position:

TestEquity LLC is seeking an experienced, high energy Global Customer Support Representative who will provide the highest level of service to our customers while facilitating, and winning sales. It is critical that the candidates understand technical capabilities of products and their use. Interested candidates must possess knowledge of the Electronic Production industries customer’s needs in both R&D and product environments and, are capable of navigating to TestEquity solutions and resources on behalf of those customers.

Essential Duties, Functions and/or Responsibilities:

• Quoting, rejecting and updating CRM (new leads)
• Account creation and denial party screening
• Look for INTL red flags, contract, country and product restrictions
• Document and file: Indemnification letters, POA, Freight forwarder forms, USMCA, COO, ECI & waivers
• Interacting with vendors, suppliers, and factory to expedite orders
• Handle order tracking, status updates, and offer customer notification of any change
• International web order processing, providing bank details and payment follow up
• Accurate entry of information and utilization of ERP system
• Work together with the Global AE to assist
• Responsible for pricing according to guidelines
• Obtain pricing approval as needed in competitive situations
• Resolve routine and basic solutions, communicating solutions or requested information to the customer
• Confer with Managers concerning the resolution of difficult cases
• Responsible for maintaining educated knowledge of products while keeping abreast of new technology to provide the best solution or substitute for customers’ needs
• Responsible for keeping all contact database updated with regards to quotes and follow up dates coding each account correctly for proper management
• Responsible for distributing TestEquity documentation and specific marketing emails
• Floater to assist any of our new affiliates with international order entry
• Indirectly responsible for product quality
• Other duties as assigned

Qualifications

Education and/or Work Experience Requirements:

• Strong understanding of import/export rules and regulations
• Strond understanding of international screening, embargoed countries, contract, product limitations international compliance
• Strong interpersonal and communication skills (oral and written)
• Fluent in English and Spanish (preferred)
• Associate degree in business or equivalent international sales experience (2-5 years)
• Ability to provide exceptional customer service via phone and email.
• Self-Motivated and Enthusiastic
• Thorough and exacting in attention to details and confidentiality
• Ability to work independently and in a team setting in a fast-paced environment under pressure and with tight deadlines
• Ability to learn computer programs quickly
• Excellent interpersonal skills, positive attitude, and high level of energy
• Effective organization and time management skills  
• Must be flexible and willing to assist with various clerical functions
• Ability to interact with different levels of the organization & our affiliates
• Ability to work on multiple projects and deadlines at once, organized and detailed.

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary : $26 - $29