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Associate Import Customer Service Specialist

2 months ago

Trumbull, United States MM Paper & Board USA Full time $60,000 - $70,000
Job DescriptionJob Description

ASSOCIATE IMPORT CUSTOMER SERVICE SPECIALIST - MM PAPER & BOARD

*ONSITE POSITION ONLY; ONLY LOCAL CANDIDATES LIVING IN OR WITHIN DRIVING DISTANCE TO TRUMBULL, CONNECTICUT WILL BE CONSIDERED - NO EXCEPTIONS

As the Associate Import Customer Service Specialist, you will play a crucial role in ensuring consistent customer support. This role focuses on providing comprehensive customer service. Your responsibilities will also include shipment planning and tracking, and supporting sales and administrative functions.

Key Responsibilities:

1. Order Management:

  • Handle order entry, invoicing, and manage order processing for the US and Canada2. Liaison Role:
  • Act as the key link between mills, Sales, and clients, ensuring efficient sales processes and clear communication.3. Customer Service Coordination:
  • Collaborate with European Customer Service teams for order confirmations, shipping, and documentation.

4. Client Communication:

  • Resolve client issues, manage credit limits, follow up on overdue invoices, and handle sample requests.

5. Supply Chain Management:

  • Organize inventory, storage, transportation, and manage damaged or rejected stock.

6. Planning:

  • Monitor US and Canada shipments for on-time delivery and address any delays proactively.

7. Process Improvement:

  • Enhance communication, reduce language barriers, and identify process improvement opportunities.

In this pivotal role, you will indeed be a driving force [SA1] driving force behind our commitment to delivering a seamless customer experience, optimizing costs, and enhancing the overall efficiency of our US & Canada[SA2] [SA3] operations. Your dedication to harmonizing processes and fostering strong relationships will be key to our continued success in the global marketplace. Join our team and make a profound impact on our mission to provide exceptional customer service and create a lean, customer-focused logistics operation.

Main focus on: [SA4]

· Customer query resolution.

· Shipment planning and tracking.

· Reducing complexity.

· Enhancing efficiency.

· Cost optimization.

· Order processing.

· Credit limit and receivables management

FURTHER QUALIFICATIONS

· 2+ years in customer service/logistics

· Forest products industry experience a plus

· Import experience a plus

· Confident in using MS Office, especially Excel and Power Point

· Strong communication abilities.

· Exceptional problem-solving capabilities.

· Proficiency in the MS Office suite, including advanced skills in MS Excel for formula creation and pivot tables, as well as MS PowerPoint.

· Proficiency in ERP (eg SAP) is a valuable asset

SPECIFIC REQUIREMENTS

· Customer Focus

· Team Player

· Drive for Results

· Informing

· Accurate

· Learning on the Fly

· Listening

· Demonstrated Personal Flexibility

· International and Multicultural Orientation

· Stress Resistance

No direct reports

Interactions - MM Digital Team / Team Leads Sales Office / Sales Manager / Supply Chain & Logistic / Customer Service Manager / Mill Supply Chain / Finance / Accounting

KEY RESULT AREAS / RESPONSIBILITIES

1. Customer Service Excellence

· Focus on enhancing the customer service experience by promptly addressing customer inquiries and issues.

· Ensure customer satisfaction through efficient and effective resolution of customer concerns.

2. Shipment Planning and Tracking

· Plan and monitor shipments to ensure on-time delivery.

· Enhance shipment tracking systems to provide real-time updates to customers.

· Prioritize efficient logistics for timely and accurate deliveries[SA1] .

3. Process Simplification

· Ensure safe and timely shipment pick-up and delivery

· Serve as the primary contact for internal departments in cases of transport capacity issues and load optimization

· Streamline procedures to reduce confusion and improve the customer experience.

· Enhance processes to provide a smoother journey for customers.

4. Efficiency Enhancement

· Collaborate with cross-functional teams.

· Optimize processes to reduce lead times.

· Ensure customer satisfaction

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Applicants must complete the entire application and answer ALL questions and any applicable assessments for consideration. MM Paper &B Board is an “EOE, Including Disability/Vets."

Company DescriptionWhat started in 1888 in Frohnleiten, Austria, with a wood pulp mill and millboard production is now conquering the world with ever new products and ideas.Company DescriptionWhat started in 1888 in Frohnleiten, Austria, with a wood pulp mill and millboard production is now conquering the world with ever new products and ideas.