International Customer Experience Specialist

Visual Comfort & Co. • Skokie, IL

2d • $28 - $32 • Onsite

About The Position

This position is responsible for collaborating with internal cross‑functional teams and global external partners to support timely and accurate order fulfillment. Duties include managing customer orders, processing export documentation, providing technical and administrative support, and supporting issue resolution by addressing routine inquiries and escalating complex matters as needed.

Requirements

• Associate’s degree or equivalent; specialization in Business, Psychology, Accounting, Marketing, or Communication preferred
• 3+ years’ previous experience in customer service, order entry, or a related support function
• Strong aptitude for and proficiency in navigating systems and programs, including MS Word, Excel, Outlook; ability to learn new software quickly
• Exceptional organizational and time management skills, with strong attention to detail and accuracy in recordkeeping
• Ability to prioritize and handle multiple tasks in a fast‑paced environment while managing changing priorities
• Ability to resolve issues independently and collaborate effectively with cross‑functional teams, including engineering, production, sales reps, and distributors
• Demonstrates strong verbal and written communication skills across all customer contact channels
• Passionate about delivering exceptional customer service and supporting continuous process improvement initiatives
• Available to work a flexible schedule, including weekends, early mornings, late evenings
• Equivalent combinations of education and experience will be considered for this role

Nice To Haves

• Experience with international logistics or export processes (EEI filings, commercial invoices, HTS codes, Incoterms) a plus
• Experience using JDE, Salesforce, or similar ERP/CRM platforms preferred but not required

Responsibilities

• Process international customer orders accurately in JDE, Salesforce, and Partner Insight, ensuring correct pricing, product codes, shipping instructions, and compliance with internal guidelines.
• Manage the full order lifecycle from purchase order receipt to booking release, ensuring timely and accurate fulfillment.
• Respond promptly to international customer inquiries via phone, email, and chat, providing clear and professional communication.
• Provide customers, sales teams, and internal partners with timely updates on order status, timelines, and shipment details.
• Assess customer needs, address routine issues, escalate complex problems, and maintain high customer satisfaction.
• Monitor orders and proactively communicate delays, changes, or obstacles impacting fulfillment.
• Coordinate RMAs and returns by tracking aged cases, ensuring prompt resolution, and collaborating with internal teams.
• Prepare export documentation—including commercial invoices, packing lists, and certificates of origin—and ensure compliance with HTS codes, Incoterms, and U.S. export regulations.
• Maintain accurate documentation and records for all customer interactions, orders, and export files while supporting continuous process improvement.
• Prioritize workload in a fast‑paced environment, managing time effectively and seeking support when needed to avoid workflow bottlenecks.
• Works effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems.
• Exhibits and adheres to the established Visual Comfort Company Values.
• Must demonstrate commitment, dependability, punctuality, and adherence to agreed-upon schedule while being present in the workplace to effectively collaborate and communicate amongst co-workers and teams.

Benefits

• Work-Life Balance: Monday – Friday, 9:00 am – 5:30 pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Compensation: Competitive compensation plan
• Health Benefits: Visual Comfort pays the majority of employees medical, vision, and dental coverage, available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree