International Customer Service Representative-Bilingual

JOB SUMMARY:
Provide superior Customer Service and Sales Support to GLOBAL RETAIL SALES DIVISION. Superior customer service is defined as 98% or better “On Time Delivery” fill rates and international customer satisfaction.
 
QUALIFICATIONS:
•  Ability to communicate effectively in ENGLISH (written/spoken) a must.
•  Ability to communicate effectively in SPANISH (written/spoken) a must. 
 
KEY DUTIES AND MAJOR RESPONSIBILITIES:
1. Enter orders received via fax, telephone, email, and regular mail for the defined International Market (Europe/Latin America/Africa) job tasks include but are not limited to:
• Data Entry (Proforma Invoices, Sales Orders, other)
• Pricing – verify Pricing and Discounts are correctly reflected in SAP and on
   Proforma Invoices
•  Transportation Quotations – (Freight Calculations), estimating dims and
    communicating with freight carriers/forwarders to provide the lowest rates
    based on destination
•  Communication with Freight Forwarders and booking management for
    Orders
•  EDI order and issue overview with NHF/Integrated accounts
•  Export Documentation  - generate documents required for the export
    process (commercial invoice, packing lists, Shippers letter of instructions,
    Shippers Export Declaration, Bills of Lading, Nafta
    requirements/certifications, Certificates of Origin, Required inspections,
    Legalization requirements)
•  Communication with Data Maintenance for updating account and banking
    information
•  Communication of Shipping Instructions (booking/sailing/airfreight details) to
    accounts
•  Coordinating the transportation of LCL,FCL and Air shipments
   (maximizing $)
•   Management of proper INCO terms for specific orders
•   Review and Communicate to account the recommended shipping options vs
    customer order size
•  Communicate to account inventory availability, pricing information and
     payment terms, documentation requirements, shipping terms and freight
    costs
•  Communicate to account shipping details and provide required
    documentation
•  Manage backlog report via VA05 and take proactive action including
    customer contact on expected order delays to meet OTS objective
•  Verifying correct material ordered
•  Verifying Sold To / Ship To
•  Verify pricing/discounts
•  Process No Charge orders and FOC orders
•  Process RA's, Debits/Credits ( Occasionally )
•  Sort, Confirm  and process all faxes
•  Cross trained in job function as required with other customer service
    functions
•  Timely and effective communication of changes, needs, requirements etc.
    with Sales, Planning, Credit, and Department Manager.
•  Work with Data Maintenance Group on Customer Master Updates as
    needed
•   Communicate with specific Department Customer ‘s questions and concerns
•   Verify and amend special instructions to orders for packing and shipping
     based on Customer’s PO.
 
2. Answer and Return Customer and Sales calls relating to:
•           Tracking orders/shipping information
•           Information on Pricing
•           Information on UPC Codes
•           Requests for Product Information
•           Customer problems and or complaints (process necessary forms)
•           Provide Proof of Delivery information and follow up with originator
•           Product availability and shipping status
•           Investigate and resolve problem situations
 
3. Process manual notification of ASN requirements
4. Prepare and mail catalogs as requested by customers
5. Maintain and File daily orders for all departments as requested
 
BASIC QUALIFICATIONS:
•           SAP Knowledge and demonstrated ability to enter and track orders
•           SAP tracking Inventory
•           Effectively use Excel, Word, and e-mail (Outlook) for reporting and communication.
•           Usage of Ten Key Calculator
•           Organization skills - Ability to prioritize and respond to changes in demands and customer needs, accurately and quickly.
 
E-mail cover letter and resume to hr@usplayingcard.com

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