Export Customer Service Representative

2 months ago


Cleveland, United States Five-S Group Full time

Job location Export Customer Service Representative Export Customer Service Representative **Job location**

** Job location**

America/Caribbean, USA, Ohio, Cleveland, OH

** City and Zip code**

44105

**Job details**

** Job title**

Export Customer Service Representative

** Job type**

Permanent position

** Job content**

The Export Customer Service Representative (ECSR) fulfills the roles of order entry and international customer service.

They are the front line of support for international customers and their goal is to ensure that customers are satisfied with the Fives experience, products, services, and delivery.

The ECSR works alongside other agents to answer general inbound calls.

**Duties & Responsibilities**

All duties and responsibilities are essential functions of the position. Other duties and responsibilities may be assigned.

* Responds to customer questions, explains available services, corrects errors, provides information on pricing, takes orders, develops leads, and/or sells products and services.

* Passes more complex customer inquiries to higher level Technical Support

* Prepare International Quotations and Proforma Invoices

* Process Export Orders into ORACLE-based computer system

* Process and manage large complex orders

* Process emails and faxes

* Contact freight forwarders for AES documents, air and ocean freight charges

* Coordinate transportation of goods by air, sea, truck, courier

* Track and trace international shipments and communicate details to all concerned parties

* Assist with export documentation: Commercial Invoices, Packing Lists, NAFTA certificates, Certificates of Origin, etc. as required

* Ability to write business correspondence and to communicate effectively on the phone

* Performs restricted party screenings for customers and foreign visitors

* Assist sales offices with export quotes, orders and inquiries

* Interacts effectively with individuals at all levels of the organization

* Continue education and ongoing review of industry requirements

* Other duties as assigned

* Effective, accurate and efficient processing of all customer requests (quotes, orders, RMA's, reschedule notices, parts inquiries)

* Maintaining and verifying AES documents for shipment

* May place outbound calls in a call center with the goal of increasing international business, customer satisfaction, and customer retention.

** Education and Experiences**

* Associate's Degree in International Studies, Business, or a related field

* Minimum of 2 years international logistics and export operations experience

* Working knowledge of Export Administration Regulations, Export Licensing Requirements

* Working knowledgeable of current version of INCOTERMS

* Proficient Microsoft Office applications (Outlook, Word, and Excel)

* Experience in manufacturing export customer service preferred

* Prior export order and quote experience

* Export compliance knowledge

* Prior Oracle experience is a plus

** General information**

** Reference number**

2021-2171 ** Job opening category**

Standard

** Country**

Other - North America

** Location site**

Fives North American Combustion, Inc. - Headquarters



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