International Customer Service Representative

4 weeks ago

Newark, United States LaMotte Company Full time
Job Title: Customer Service Representative - International

Department: Supply Chain

Reports To: Vice President of Supply Chain

Position Summary:

The Customer Service Representative can be in either our Newark, DE location or the Chestertown, MD location. The CSR will support international sales by providing product and shipping quotations, entering orders, literature fulfillment, preparing NAFTA certificates of origin, and general clerical duties. Duties include supplying basic product information, processing orders, and resolving customer service problems. In circumstances where necessary, the representative is to serve as the customer's advocate within LaMotte, being certain that the Customer's viewpoint is presented correctly and understood. Daily Customer Service responsibilities include but are not limited to, preparing proforma invoices, shipping quotations, letter of credit compliance, and coordinating special shipping needs for assigned territories.

Duties and Responsibilities:

1. Telephone / Teams Meetings

• Conducts oneself in a courteous, friendly, and professional manner by maintaining a pleasant tone and positive attitude, presenting a favorable image of LaMotte in all communications with customers.

• Promptly accepts calls and meeting requests.

• Responds to customers within the same day.

2. Processes Orders

• Enters mail, fax, email, and telephone orders via direct order entry.

• Sets up new customer accounts and process orders according to terms available.

• Enters credit card orders, obtaining authorization prior to printing and filling of orders.

• Uses Epicor to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc.

• Quotes pricing and availability and obtains estimated shipping cost upon request.

• Obtains shipping method and cost from shipping personnel for orders shipping to Canada, Puerto Rico, Hawaii, etc., and quotes excessive charges to customers prior to shipping order.

3. Customer Service

• Checks order status upon request and performs tracers when orders are late according to shipping charts.

• Tracks lost/damaged shipments and reviews customers' claims of shortages.

• Handles return requests, issuing Return Authorization Numbers, and completing return reports.

• Completes complaint forms for any discrepancy or problem reported by our customers.

• Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction.

4. Maintains Knowledge of Products and Resources Available.

• Uses available resources to search for product specifications, discontinued and replacement products, SDS, instructions, etc.

• Maintains knowledge of various markets and products pertaining to each market.

5. Communicates Information to Appropriate Individuals.

• Forwards requests to Pricing Agent for large quantities or for pricing of products not published.

• Communicates and transfers special or unusual requests to the appropriate Market Manager.

• Maintains acceptable communication skills with all co-workers and multiple departments throughout the company to resolve tasks.

6. Transfers Appropriate Calls to Technical Service Department as follows:

• Recommendations for product selection including custom kit design.

• Questions regarding test procedures and results.

• Troubleshooting issues, meter malfunctions, repairs and requests for loaners.

• Complaints on product performance.

• Inquiries about products not in catalogue or on computer.

7. Supervisor Communication

• Non-routine and unusual customer problems.

• Failure to meet customer commitments.

• System impediments or failure within LaMotte.

• Individual training requirements.

8. Standard Operating Procedures (SOP's)

• Research and establish SOP's for existing and new processes.

• Investigate alternatives to antiquated processes.

• Collaborate with team members for input and incremental changes on evolving processes.

Miscellaneous Duties:

• Lean training and lean events such as kaizen or a 5-day event.

• 5-S program in the various departments assigned.

• DMAICs. Continuously looks for ways to improve both departments and own individual efficiencies and time management, as well as ways to improve any aspect of the Company's operations and develops and implements DMAICs accordingly.

• Notifies Manager of any production, quality equipment, safety, personnel problems, etc. and cooperates in resolving such issues as well. For example, requests assistance when systems prevent the efficient performance of duties or when a system fails.

• Provides Manager with feedback to determine where additional training would benefit and obtains additional training as necessary.

• Complies with all Company policies (i.e. personnel, safety, etc.).

• Performs other duties as assigned. (Such duties may or may not be essential functions of the job.)

Requirements

Qualifications/Job Requirements:

An associate degree is required, along with computer experience and hands-on Microsoft Excel. A bachelor's degree, previous office experience, and experience working with customers (1-3 years) is preferred. The candidate should have excellent communication skills (verbal, written, and listening) and attention to detail. This individual should have problem-solving skills to evaluate and assess complex scenarios regarding order details and processing.

Environmental Factors & Mental/Physical Demands:

Primarily works indoors in a temperature-controlled environment. Requires prolonged sitting at a desk using a computer, standing, walking, climbing, kneeling, stooping, bending, and transporting up to 75 pounds. However, walks to and from other departments throughout the company, printers and fax machines, meetings, restrooms, etc. May on occasion drive to and attend an offsite meeting or training seminar or pick up items locally for a company-sponsored event.

LaMotte Company, a 100+ year-old global industry leader in developing and manufacturing premier water analysis solutions, operating in Newark, DE, Chestertown, MD and Warwick, UK. Our products are used around the world to accurately, quickly, and conveniently test water in a multitude of applications.

LaMotte offers paid time off including vacation, sick leave, and paid holidays. Full-time employees, who regularly work at least 30 hours per week, are eligible for employer-provided insurance including health, dental, vision, disability, life insurance, and supplemental insurance. Full-time employees are eligible to contribute to our 401(k) plan with an employer match available.

LaMotte is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, disability, military status, genetic information, sexual orientation, or any other legally recognized protected basis under federal, state, or local laws.

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