International Operations Specialist

ChemTreat•Glen Allen, VA

3d•Onsite

About The Position

Reporting to the Customer Support Supervisor, the International Operations Specialist provides unscripted customer support for international orders of our chemical products and technical systems. This includes placing and tracking orders placed from both internal (sales representatives) and external customers directly over the phone and via email as well as ongoing account maintenance duties. This position is part of the Corporate Services department located in Glen Allen, VA and will be on-site.

Requirements

Associate's Degree, Bachelor's Degree preferred
3 years of equivalent job experience
Spanish verbal and written skills a plus, but not required
Microsoft 365 experience: Teams, Word, Excel, Outlook, SharePoint (Intermediate Excel skills preferred)
Dynamics 365 experience preferred
Technical, Analytical skills and business knowledge
Communication and Interpersonal skills; Teamwork and leadership
Organizational skills; Self-management
Critical thinking and attention to detail
Ability to handle a fast-paced environment
Clear phone diction
Professional phone and e-mail étiquette
Consistently communicate with supervisor and team regarding status of daily work load
Positive attitude during stressful situations and ability to handle multiple interruptions
Ability to build rapport and relationships with customers
Confident interaction with other departments and senior leadership
Open to change and learning

Responsibilities

Fulfill internal and external international customer needs through a high volume of complex electronic requests while simultaneously handling phone requests
Create new accounts and accurately submit customer orders (received via phone, email, customer PO) in the ERP system (Dynamics 365)
Use critical thinking skills to assess inventory on hand during order placement and coordinate with sales team and Demand Planner on back orders/remote warehouse stocking
Problem solve delivery issues and track status on orders via communication with carriers, manufacturing facilities, or suppliers
Handle international returns and expedites from start to finish
Read and decipher notes on accounts and order entry
Follow the escalation procedure for outstanding tasks
Record and problem solve errors (internal and external) for root cause and countermeasure
Establish an understanding of compliant customer requirements and initiate export approval requests
Support sales team to resolve complex situations
Support other corporate services teams based on business needs
Ability to understand lean manufacturing metrics as they relate to daily performance measures
Develop and share best practices with team
Understand and adapt to change in processes and procedures
Additional duties as assigned