International Customer Support Specialist
SUMMARY:
The International Customer Support Specialist is responsible for coordinating processes with international locations of SCD to sustain a structured flow of information and materials, while maintaining compliance with US Export regulations. The scope of this role also includes working directly with domestic customers to meet their exporting requirements through the utilization of effective communication and interpersonal skills.
Must perform well in a team environment and possess a strong bias toward customer service and compliance. Includes responsibility for providing quotations, logistics/export information, processing orders and expediting. Under the direction of the Customer Service Manager, the International Customer Support Specialist works in conjunction with Corporate Compliance and Distribution Center export personnel to ensure process effectiveness both upstream and downstream.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Essential duties and responsibilities may include the following. Other duties may be assigned.
- Acts as a liaison and resource between Customers, the Distribution Center and International divisions in the execution of international orders.
- Evaluates export requests for compliance with ITAR, NAFTA and BIS regulations; processes quotations and orders for international SCD divisions and domestic customers requiring export shipments.
- Serves as coordinator for consolidated shipment schedules impacting international divisions and direct customers.
- Maintains reliable, documented process for the coordination and execution of international quotations and orders.
- Works closely with Buyers to obtain pricing, product availability, hazardous or special shipping requirements and new item setup for the completion of international quotes and special orders.
- Coordinates with Buyers and Distribution Center to expedite for customer orders and international divisions as required.
- Evaluates international customer returns and coordinates with Purchasing department for RGA approvals and replacement shipments.
- Ensures successful completion of changes or adjustments to orders in process.
- Work with the Distribution Center to ensure orders meet US Export Compliance regulations and correct information is communicated on shipping papers.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
Requires a high school diploma and 2 year degree from an accredited college or 3-5 years of relevant job experience in international order processing. Basic reading, writing, and math skills, as noted below, acquired through experience and/or training and two years of customer service experience, including knowledge of ITAR, NAFTA and BIS regulations.
Seeks ongoing educational opportunities on requirements related to international business processes.
LANGUAGE SKILLS:
- Ability to read, analyze and interpret instructions, quotes, invoices and contractual agreements
- Ability to write clear and concise correspondence and effectively present information to customers
- Ability to communicate with people where English is a second language
- Strong communication and phone skills required
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, decimals, and percentages.
REASONING ABILITY:
- Ability to apply common sense understanding to carry out instructions provided in oral and/or written form. Ability to deal with problems involving known variables and potentially some unknown variables. Is solution oriented and uses reasoning skills when challenged.
- Ability to deal with issues that may require obtaining information from various sources to resolve.
COMPUTER SKILLS:
Proficient with a PC and comfortable with standard applications including Microsoft Word, Excel and PowerPoint. Able to work with ERP system integrated with Warehouse Management functionality.
OTHER SKILLS and ABILITIES:
- Requires the ability to operate various office equipment, including calculator, fax machine, scanner and copy machine.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk or hear, and to use hands to finger, handle or touch. The employee is occasionally required to stand, walk, stoop, kneel or crouch, and reach above shoulders.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Ellsworth Adhesives
W129 N10825 Washington Drive
Germantown, WI 53022
Fax: 262-509-8726 Attn: Kim Engibous
E-mail: kengibous@ellsworth.com
We promote a diversified workforce