International Customer Support Representative

2 weeks ago

Tarrytown, New York, United States Emerge Talent Cloud Full time
Job Overview

Emerge Talent Cloud is dedicated to enhancing product innovation and excellence in the over-the-counter healthcare and women's health sectors, aiming to enrich the lives of our clients and their communities. Our esteemed brands have supported consumers in caring for themselves and their families for generations. As the largest independent provider of over-the-counter products in North America, we continuously strive to develop and refine products that align with the evolving lifestyles and requirements of individuals and families everywhere.

Position Summary:

Customer Service Specialist - International

The ideal candidate will thrive in a dynamic environment with frequent deadlines, demonstrating exceptional customer service and computer proficiency. Attention to detail, multitasking abilities, and the capacity to manage high volumes of work are essential for success in this role. Responsibilities include processing manual orders, expediting orders, creating documentation, tracking inquiries, and minimal filing. Effective communication with our customers, warehouse, brokers, vendors, and sales & operations teams is crucial, as well as undertaking various projects assigned by management.

Key Responsibilities:
  • Process orders from initiation to invoicing using the ERP system.
  • Handle US orders through SAP via EDI and manual entry.
  • Expedite and track orders efficiently.
  • Respond to customer inquiries regarding shortages, overages, and late shipments, directing calls to appropriate departments.
  • Collaborate closely with the warehouse on adjustments following the Exception Report.
  • Manage documentation and electronic filing.
  • Communicate with customers via email, addressing their inquiries or directing them to the right departments.
  • Work alongside the sales team to resolve order-related questions.
  • Coordinate with our operations team/planners to address issues with problematic items due to stock shortages or discontinuations.
  • Ensure compliance with all processes and procedures on a daily basis.
  • Complete various miscellaneous tasks as assigned by management and the sales team.
Qualifications:
  • Bachelor's degree or equivalent 4-year college degree.
  • A minimum of 5 years of experience in customer service and/or logistics, particularly in international contexts.
  • Familiarity with export shipping, documentation, and country-specific requirements.
  • Proficient in ERP systems (SAP preferred), Microsoft Word, and Excel, including the ability to create pivot tables and utilize VLOOKUP.
  • Strong organizational skills to prioritize and meet daily deadlines while managing multiple tasks and projects.
  • Ability to work collaboratively in a team environment with diverse departments and personalities.
  • Detail-oriented with excellent verbal and written communication skills.
Language Skills:

Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations. Proficient in writing reports, business correspondence, and procedural manuals. Capable of effectively presenting information and responding to inquiries from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Proficient in applying basic algebra and geometry concepts.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form. Capable of addressing problems involving several concrete variables in standardized situations.

Physical Demands:

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. While performing the duties of this job, the employee is regularly required to sit, frequently required to talk or hear, and occasionally required to stand, walk, use hands to handle or feel, reach with hands and arms, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this role include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. The noise level in the work environment is typically moderate.

No Sponsorship: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

#HybridWork: We follow a hybrid work schedule. All applicants must be able to work in our office on specified days while working remotely on others.

Work Hours: 40 hours per week.

Salary Range: $60K to $65K

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