Customer Service Representative
3 weeks ago
Job Title: International CSR/SC
Location (On-site, Remote, or Hybrid?): King of Prussia, PA (hybrid)
Contract Duration: until 03/31/2025
KEY ACTIVITIES AND RESPONSIBILITIES
- 80% Export Order Management: The incumbent is responsible for all order management activities for international orders. International orders (excluding Canada) exceeds 50% of total orders managed in this role. Export Order management will include a group of customers segmented by market or global region. Import activity includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers. Responsible for accurate sales order entry, complete and correct Shipper Letter of Instruction (SLI) information will be provided to Forwarder for booking, US Customs, and document distribution. Ensures all Export orders received are entered & acknowledged within 48 hours of receipt. Accurate & timely SAP Customer Master record maintenance. Provide costs of transportation as part of the pricing equation for international sales. Consistent use of the document distribution process for export documents to Forwarder. Use custom SAP reports to track & report the progress of booking requests, shipping, sailing, and document distribution to customers. Communicate and update order status to internal & external parties. Investigate, approve, document, and pay charges through the use of Shipment Cost Documents. Maintain up-to-date and accurate files and complete audits for import and export shipments as required by Import Self-Assessment status with US Customs and Border Protection. Consistently executes transactions and understands Import/Export processes.
- 10% % resolving issues: Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed. Ability to enter and close complaints in each BU's specific complaint system within established service level. Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process. Continually work with internal and external parties to avoid or reduce the impact of issues as a result of rolled booking, port demurrage, additional charges, etc.
- 5%: Actively participate in all required training in the proper time frame for learning new processes, reports, process changes. Apply learnings and concepts in daily activities. Training includes product training, process training, etc., and, periodic mandatory regulatory training, required to hold this position. Responsible to keep up personal ISO training records.
- 5% Addtional Activities: Identify the need for new ISO Procedures; make recommendations for revisions. Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include; inside sales, import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, etc.). Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.
REQUIRED EDUCATION/QUALIFICATIONS /WORK EXPERIENCE
- Bachelor’s Degree with emphasis in Supply Chain/Engineering/Business degree or equivalent relevant customer service experience.
- 1-3 years of experience with Bachelor's degree or, 4+ years of relevant customer service experience without Bachelor's degree, international experience preferred. In both cases, a minimum of one year of International experience (50% or more of job in international order management).
- Proficient in Microsoft applications: Word, Excel and Power Point.
- Strong problem solving and communication skills.
- Customer Order processing in an enterprise system, SAP is strongly preferred.
- Understanding and demonstrated use of Incoterms 2010 is preferred (responsibility & risk).
DEMONSTRATED COMPETENCIES
- Existing or new employee which possesses skills to quickly gain the confidence of peers, staff and customers. Meets requirements for execution of quality order management and customer satisfaction. Consistently communicates effectively verbally and in writing. Works with many staff departments and forwarder/broker for import and export activities. Ensures compliance through reviewing and proactively communicating order status. This person understands how to communicate with foreign affiliates, customers, and suppliers for desired results. Gaining knowledge in international terminology and proper use of such terminology. Skills are appropriate for multicultural communication. Uses resources appropriately when researching issues, foreign regulation changes, etc. General understanding of parties involved in international transactions, Broker/Forwarder/Notify Parties/Consignee/Steamship Line/NVOCC/consolidator/etc. Understands the role of each party in the international processes.
- Must be a self-starter to gain information from customers when regulatory changes occur in foreign countries. Learn, understand and use Incoterms 2010 appropriately. Ability to review E-mails, purchase orders, letters of credit, for potential discrepancies and understands ability to deliver based on the requests. Proactively notifies the appropriate parties of issues, i.e. HES, Regulatory, Customer, Business, Forwarder, Broker, Affiliates. Exercises good judgment on all tasks by evaluating the impact of decisions on the customers and the organization. Seeks counsel of Team Lead and others for more difficult or complex situations.
- Strong analytical skillset and ability to act upon issues based on knowledge, international training, proposes best solution to international shipping issues. Determines solutions which are the best interest , in a highly regulated supply chain. A Chemical company and as such, all employees are expected to learn and champion safety culture, exhibit personal safety and learn about products and processes. Attends required safety trainings and meetings, and actively contribute to upholding our safety culture by living our safety values.
TechLink Systems is a national provider of staffing services with offices all over the USA as well as development and support centers globally. We are a MBE (NMSDC), WBE (WBENC), and WOSB certified minority business that has been awarded 2017 TAPFIN Premier Partner, 2016 Manpower Excellence Award, 2016 TAPFIN Elite Partner, are a Known Tier Supplier for Agile 1, and have been ranked as a Top Women and Minority Owned Company since 2004 by several businesses including Philadelphia Business Journal, Diversity Business, Inc 5000, Inc 500, San Francisco Business Times, Diversity2000, and Los Angeles Business Journal.
We serve the contract staffing, direct hire, staff augmentation, recruitment, HR management, and project outsourcing needs of clients nationwide. Striving to create personal relationships with clients, TechLink Systems becomes a virtual extension of clients’ own in-house capabilities to help achieve new levels of growth, productivity, and competitiveness.
We also have national recruiting centers that service our enterprise and MSP/VMS clients. We are a Secret Cleared Facility and our core competencies are Information Technology, Engineering, Customer Service/Call Center, Admin/Clerical, Finance/Accounting, Scientific/Clinical, Sales/Marketing, Legal, Human Resources, Light Industrial (limited), and Professional across a range of industries.
The company’s talented Recruiters and HR Specialists have backgrounds in many cutting-edge, high-performance industries making TechLink Systems an ideal partner for recruitment process outsourcing.
We look forward to our partnership with youCompany DescriptionOverview\r
\r
TechLink Systems is a national provider of staffing services with offices all over the USA as well as development and support centers globally. We are a MBE (NMSDC), WBE (WBENC), and WOSB certified minority business that has been awarded 2017 TAPFIN Premier Partner, 2016 Manpower Excellence Award, 2016 TAPFIN Elite Partner, are a Known Tier Supplier for Agile 1, and have been ranked as a Top Women and Minority Owned Company since 2004 by several businesses including Philadelphia Business Journal, Diversity Business, Inc 5000, Inc 500, San Francisco Business Times, Diversity2000, and Los Angeles Business Journal. \r
\r
We serve the contract staffing, direct hire, staff augmentation, recruitment, HR management, and project outsourcing needs of clients nationwide. Striving to create personal relationships with clients, TechLink Systems becomes a virtual extension of clients’ own in-house capabilities to help achieve new levels of growth, productivity, and competitiveness. \r
\r
We also have national recruiting centers that service our enterprise and MSP/VMS clients. We are a Secret Cleared Facility and our core competencies are Information Technology, Engineering, Customer Service/Call Center, Admin/Clerical, Finance/Accounting, Scientific/Clinical, Sales/Marketing, Legal, Human Resources, Light Industrial (limited), and Professional across a range of industries. \r
\r
The company’s talented Recruiters and HR Specialists have backgrounds in many cutting-edge, high-performance industries making TechLink Systems an ideal partner for recruitment process outsourcing. \r
\r
We look forward to our partnership with you
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