Senior Customer Care Representative

Danaher•Deer Park, TX

2d•Onsite

About The Position

The Senior Customer Care Representative is responsible for managing international customer orders from SAP order release through final shipment readiness. This role oversees commercial invoice preparation, export documentation, international logistics coordination, and freight forwarder pickup activities to ensure efficient and compliant order fulfillment. This position reports to the Director in our High Growth Markets team and is part of the Customer Care Team located in Deer Park, Illinois and will be an on-site role. In this role, you will have the opportunity to: Own assigned international orders from SAP order release through freight forwarder pickup, ensuring timely progression through each stage of the order-to-ship process. Coordinate order release, warehouse readiness, commercial invoice preparation, international logistics, and shipment collection activities to support on-time delivery. Prepare, review, and maintain commercial invoices, packing lists, certificates of origin, shipping documents, and customer- or country-specific requirements. Monitor order status, aging reports, missed process handoffs, documentation gaps, and service level risks; proactively escalate issues with clear analysis, impact assessment, and recommended corrective actions. Confirm shipment collection and maintain accurate communication with all stakeholders throughout the fulfillment process.

Requirements

3+ years of experience in international order management, export operations, logistics coordination, customer service, or a related operational role.
Experience preparing export documentation, including commercial invoices, packing lists, certificates of origin, and country-specific shipping requirements.
Experience with ERP systems; SAP experience strongly preferred.
Exceptional organizational, verbal, and written communication skills with the ability to manage multiple priorities and maintain effective relationships with internal stakeholders, customers, banks, freight forwarders, and external business partners.
Demonstrated attention to detail, problem-solving ability, and a sense of urgency in a fast-paced international operations environment.

Nice To Haves

Maintaining QDIP and daily management trackers with accurate updates on order status, identified gaps, action plans, and countermeasures.
Supporting Letter of Credit (LC) transactions by coordinating required documentation and ensuring compliance with banking terms, customer requirements, and shipment conditions.
Associate’s or Bachelor’s degree in Business, Supply Chain, Logistics, International Trade, or a related field, or equivalent work experience.
Foreign language proficiency in German, Arabic, French, and/or Russian.

Responsibilities

Own assigned international orders from SAP order release through freight forwarder pickup, ensuring timely progression through each stage of the order-to-ship process.
Coordinate order release, warehouse readiness, commercial invoice preparation, international logistics, and shipment collection activities to support on-time delivery.
Prepare, review, and maintain commercial invoices, packing lists, certificates of origin, shipping documents, and customer- or country-specific requirements.
Monitor order status, aging reports, missed process handoffs, documentation gaps, and service level risks; proactively escalate issues with clear analysis, impact assessment, and recommended corrective actions.
Confirm shipment collection and maintain accurate communication with all stakeholders throughout the fulfillment process.