Position Title
Sr. Customer Service Representative - International
SBU
OEM
Department
Customer Service
Relocation Covered
NO
Educational Requirements
Bachelor's degree
Experience Requirements
Candidate must be familiar with MS Word, Excel and possess excellent communication and organizational skills.
Minimum of 5 years experience, preferably in B2B, OEM or custom product environment. Demonstrated proficiency in primary responsibilities as a Customer Service Representative with minimum of 2 years international customer support experience.
Must be familiar with MS Word, Excel and the use of ERP system such as SAP in fulfillment of orders.
Requires self motivation toward job responsibilities and capability to work under remote supervision.Excellent communication and organizational skills.
Job related training to enhance technical knowledge in primary role servicing international customers.
Qualification Requirements
BA Business/Communications preferred, or significant related international Customer Service work experience.
Preferred Qualifications
Bilingual English/French and/or English/German preferred.
Responsibilities
Outstanding Customer Service is the responsibility of this position. The individual will conduct activities as the primary international customer contact and administration of order related activities, including quotes, order entry, order status, verifying information, accuracy, order delivery deadlines and complaint resolution. The individual will establish and maintain positive business relationships, internally and externally, to promote company goals and must be aware of company policies and regulatory requirements. The individual must be able to function independently and have excellent organizational, interpersonal and communication skills.
Responsibilities include data entry, customer service phone interaction with International accounts, setting up new accounts and general customer service support.
Process all international orders; verifying customer information, pricing and special instructions.
Provide information to customers or other Company personnel regarding products, services, shipping, line extension rules and related Company policies and practices.
Establish and maintain productive working relationships with customers, contractors, vendors, trade allies, and representatives of regulatory and other agencies.
Investigate customer inquiries regarding services, billings and issues resulting in appropriate resolution.
Participate in planning for current and future needs of customers. This includes the preparation of weekly open order reports and review of forecast data.
Development of broad knowledge base related to services, regulations/legislation, programs, technologies and marketing strategies to meet Company goals.
Preparation/review of contracts for specific services to customers.
