International Order Management Representative

2 weeks ago

Shelton, Connecticut, United States Inline Plastics Corp Full time

Job Summary


The Customer Experience Order Management Representative is responsible for managing all incoming sales orders exclusively for International territories to ensure timely delivery and best-in-class customer satisfaction.

The Order Management Representative is responsible for partnering with Internal and External Teams to ensure Inline Plastics International customers are appropriately managed throughout the entire Customer Fulfillment process of Supply Chain including the documentation for necessary export and trade logistic requirements.

The role will use available systems and tools to manage assigned accounts.

Essential Job Responsibilities

  • Process and manage international orders accurately and efficiently, ensuring compliance with company policies and regulations.
  • Leverage all automation within order processing via EDI and the Automation order tools.
  • Serve as the primary point of contact for assigned customer accounts, building strong relationships, and providing exceptional customer service.
  • Coordinate logistics with internal teams, including sales, distribution, and finance, to ensure efficient order processing and shipments.
  • Communicate proactively with customers regarding order status, shipping updates, and any potential delays or issues within the CX ticketing system.
  • Liaise with freight forwarders, carriers, and customs brokers to arrange international shipments and ensure proper documentation.
  • Monitor and track shipments, resolving any issues that may arise during transit to ensure ontime delivery and escalate any issues pertaining to inventory allocations.
  • Handle inquiries and resolve customer complaints related to international orders, demonstrating a commitment to customer satisfaction.
  • Maintain accurate records of orders, shipments, and related documentation in the company database.
  • Stay informed about international shipping regulations, tariffs, and trade agreements to ensure compliance and minimize risks.
  • Identify opportunities for process improvements to enhance efficiency and customer experience within the ERP system.
  • Collaborate with crossfunctional teams on special projects and initiatives related to international order management.
  • Contribute to the achievement of Inline Plastic's 98.5% fill rate goal.
  • Maintain department SLAs for response and resolution time with all customer interactions through the CX ticketing system.
  • Proactively communicate with customers regarding order status, shipment updates, and any potential delays or issues. Provide backorder reports as necessary.
  • Perform day to day administrative tasks such as maintaining files and processing paperwork.
Additional duties as assigned by Inline Management

Minimum Requirements (include education, experience, special skills, licenses and/or certifications required.)

  • Associate's Degree or equivalent from a 2year college/university or comparable work experience.
  • Minimum 12 years of Customer Service Experience.
  • Experience with managing international retail/wholesale orders and shipments.
  • Knowledge of international shipping guidelines and incoterms.
  • Demonstrated abilities in Microsoft Office, including Excel and Outlook is a must.
  • Experience working in ERP systems to manage and process orders (Epicor preferred) as well as Business Intelligent Tools for Reporting.
  • Excellent verbal and written communication skills; fluency in the English language is required.
  • Attention to detail and ability to handle fast paced work environment.
  • Strong analytical abilities to trouble shoot and problem solve.
  • Ability to work well independently as well as in a collaborative team setting.

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