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International Customer Service Representative
2 months ago
Description
Are you looking for the next step in your career in customer service and account management working with international customers? Are you looking to join a hard-working, dynamic team that is dedicated to exceeding customer expectations? The Central Life Sciences (CLS) business unit of Central Garden & Pet is dedicated to improving the health, well-being, and the protection of companion animals, economic animals, plants, stored grains and the environment. We are currently seeking a Customer Service Representative to partner with our sales team to deliver superior customer service to his/her assigned international accounts.This career opportunity is based out of our Schaumburg, IL office. We work a hybrid schedule of Tu-Wed-Th in the office and Monday & Fridays from home. Please see our websites www.central.com and www.centrallifesciences.com for additional company information.
KEY RESPONSIBILITIES
- Responsible for key account management for international customers from order receipt to dock, including post shipment care and metrics.
- Prepare customs invoices, documentation, boat and air shipment bookings.
- Coordinate requests for information, quotes for freight rates and technical data for customers.
- Monitor inventory requirements against customer order demand and provide customer notification late shipment/short shipment/pricing verification/product availability/ship date/arrive date.
- Investigate and resolve customer claims and complaints; maintain appropriate documentation trails.
- Communicate customer specific requirements for traffic and shipping.
- Coordinate on time delivery with freight forwarders.
- Insures export procedure and proof of delivery.
- Coordinates return authorizations with sales management.
- Manages claims for damage including credit and potential duty reimbursement.
- Actively involves finance members and senior management on changes to international account demand forecasts.
- Manage and resolve customer deductions, maintain documentation for finance.
- Create and update customer address book records; establish new customer profiles.
- Provide sales support, including: customer correspondence, open order reporting, inventory reporting, and customer call backs.
- Coordinates monthly performance measurements for key accounts.
- Participates in developing customer and department specific process improvements.
- Utilize troubleshooting and time management skills to exceed customer expectations.
- Serves as a change agent; actively demonstrates leadership qualities.
- Minimum five years complex customer service experience required with 2+ years supporting international customers
- Superior experience with SAP or ERP experience required (prior implementation experience a plus) and Microsoft Office
- Experience working with freight forwarders and international shipping documentation
- Manufacturing background strongly preferred
- Excellent decision making and priority setting
- Superior organizational ability and flexibility
- Strong customer orientation; participates in team culture
- Experience with quality-based management programs
BENEFITS PACKAGE & EMPLOYEE PROGRAMS
- Comprehensive Medical, Dental, and Vision Insurance
- Free Life and Disability Insurance
- Health and Dependent Care Flexible Spending Accounts
- 401k with 3% company match and annual employer discretionary contribution
- Paid vacation, holidays and sick time
- Employee Assistance Program
- Access to thousands of free online courses
- Discounts on cell phones, movie tickets, gym memberships, and more
- Education Assistance (both college degrees and professional certifications)
- Referral Program with cash bonus
- Access to on-demand pay
- Paid parental leave
