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General Purpose:Administer the movement of export orders across international borders in accordance with organizational policies and in compliance with relevant local, country, and international customs laws and processes. Function as a primary interface with internal and external customers from an export execution standpoint. Manage customer accounts in assigned destination countries in relation to export order management activities, general requests, problem solving, and communication while maintaining DFA's high standards of compliance and customer service. Ensure that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively, and in accordance with consumer laws. Analyze each situation as needed and take appropriate action to meet customer needs. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Prepare, review, and maintain files for export documents required for the lawful completion of export activities. Serve as a resource and export liaison for customers (domestic and international) and internal business groups, such as sales, distribution, credit, accounting, manufacturing, and compliance; educate on appropriate export practices. Job Duties and Responsibilities:Specific to Strategy:Manage customer accounts as assigned in relation to export order management activities, general requests, problem solving, and communication while maintaining DFA's high standards of compliance and customer serviceDirectly interact with appropriate individuals at the customer sites to manage the relationship with the customerResolve critical customer support issues and order follow-ups with network of agents and partners and/or internal managementReview circumstances, prioritize workloads, and adjust shipments and delivery timelines to meet customer requests and timelines. Work with Customs brokers and freight forwarders to resolve export operational issuesWork with QAC to make sure that complaints are properly facilitated through the complaint process flowManage the export documentation process to ensure appropriate required documentation is filed correctly, timely, and compliant according to destinationCoordinate efforts with different DFA operational areas and government agencies to obtain and execute all export documentation such as Commercial Invoice, Packing List, Certificate of Analysis (COA), Bill of Lading (BOL), Aphis (Health Certificate), Automated Manifest System (AMS)
Sanitary Certificate , Certificate of Free Sale, Certificate of Conformance, Affidavits, Certificates of Origin, and Other Government Agency (OGA) certificationsDetermine appropriate documentation according to Letter of Credit requirements, create these documents, and, when applicable, submit for shipmentsWork with and file for documentation with several USG (United State Government) entitiesDevelop and obtain approvals for document revisions and amendments as requiredEnsure required documentation is in accordance with U.S. and international regulationsFile Electronic Export Information when required, supply required data elements to forwarder if shipments are routed transactions, and audit for accuracyAssist with implementation and management of effective export compliance programs according to U.S. and international laws and regulationsReview Customer Sales Agreements and work with other departments to comply with the agreementCollaborate with Sales during contract signing and after sales execution to facilitate Export OTC through its circle; collaborate with Credit during account set up and with Accounting during month end billing; collaborate with the international trade compliance manager to make proper documentationWork with plant operations to help facilitate prompt GI of loads after allocation has been doneWork with SAP/IT and master data teams in order to properly set up and enter documents in our system of recordWork with the internal freight forwarding team and the domestic logistics groups to coordinate freight/load pickup and delivery of productsAssist in developing and maintaining policies, procedures, and instruction manuals to assure compliance with export laws and regulations as well as administrative practicesUtilize tools, including the CSR Dashboard, incomplete order report, orders with shipping past due report, and orders shipped not invoiced report, and communicate needed order revisions to department managementMaintain customer master files to serve as a guide when managing export ordersAudit Letter of Credit applications and give recommendations to DFA Credit Manager if amendments are needed. Highlight risks to DFA based on requested customer payment termsQualify products for applicable Free Trade AgreementsRetain export records in accordance with government regulationsThe requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.
