International Customer Account Representative

4 weeks ago

King of Prussia, United States Niktor LLC Full time
Job DescriptionJob DescriptionTitle: International Customer Account/Order Entry Representative
Location: King of Prussia, PA 19406
Duration: 6+ Months
Max Pay: $38/hrJob dimensions
This position is responsible for the International Sales and/or Purchase Order Management process, customer satisfaction (internal and external customers) and support, account reconciliation, and supporting the revenue stream of Client.. Working in a customer service team of 7 people, interfacing with 2 plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, other Client departments and affiliates. 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 Fifty percentage 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 Arkema's 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 Arkema document distribution process for export documents to Arkema's 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 Client 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% Additional 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.

QUALIFICATION
  • 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).

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