International Customer Care Specialist

AirLife

1d

About The Position

The International Customer Service Specialist is responsible for supporting international distributors through contract administration, order fulfillment and problem resolution. This role will coordinate problem resolution with internal teams including sales, regulatory, quality, distribution and global trade partners. The customer service specialist will act as a technical resource for colleagues and projects enhancing our business and customer support. Maintains reporting tools and metric tracking for the customers and our internal teams. Compares current performance to service level expectations and customer agreements and takes steps to address any disparities or make improvements. This role reports to the International Customer Care Supervisor.

Requirements

• Working knowledge of ERP systems preferred ie. Great Plains, Oracle or SAP.
• Working knowledge of Microsoft Outlook, SharePoint and other tools.
• Preferred understanding of and experience with Commercial Invoices, Shipper Letter of Instructions, Proforma Invoices, Packing Lists, and Quotes.
• Successful working experience in a customer service role required.
• Preferred understanding of intermodal oversea transportation.
• Ability to thrive in a fast-paced environment with high output.
• Excellent written and verbal business communication skills.
• Capable of managing multiple projects/systems simultaneously.
• Understanding of and experience in a customer service position serving business-to-business customers. Experience with a manufacturer required; medical device manufacturing industry preferred but not required.
• Bilingual written and spoken is a plus.
• Proficiency in Microsoft Office suite required
• Desired at least 3 years of related work experience in international transportation, preferably in medical device manufacturing.
• Experience in international order fulfillment and export documents.

Nice To Haves

• Working knowledge of ERP systems preferred ie. Great Plains, Oracle or SAP.
• Preferred understanding of and experience with Commercial Invoices, Shipper Letter of Instructions, Proforma Invoices, Packing Lists, and Quotes.
• Preferred understanding of intermodal oversea transportation.
• Understanding of and experience in a customer service position serving business-to-business customers. Experience with a manufacturer required; medical device manufacturing industry preferred but not required.
• Bilingual written and spoken is a plus.

Responsibilities

• Processing orders accurately, inventory allocation timely and building shipments per customer specifications while ensuring adherence to policies and procedures.
• Providing timely and accurate information to customers, including but not limited to pricing, shipping details, order status, account status and payment requirements.
• Evaluating inquiries from customers and internal or external partners ensuring proper action is taken, within service expectations
• Preparing export documentation timely, accurately and following procedures and guidelines set by department manager and global trade.
• Working with Supply Chain, Distribution, and Sales team members to manage order fulfillment, prioritization, escalation, and shipment proof of delivery.
• Working with marketing to provide product support to both customer and sales representatives.
• Maintaining reporting tools and metric tracking for internal teams.
• Providing training and acts as a resource for colleagues with less experience.
• Building out intermodal and oversea transport containers.
• Willing to learn complex shipping documents.
• Uphold and embody AirLife’s values in all aspects of work.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED