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International Customer Support Representative
2 months ago
Emerge Talent Cloud is dedicated to enhancing product innovation and quality in the healthcare sector, particularly in over-the-counter and women's health products. Our esteemed brands have been a source of support for consumers, helping them care for themselves and their families. As the largest independent provider of over-the-counter products in North America, we continuously strive to develop offerings that align with the evolving needs of our customers.
POSITION SUMMARY:
International Customer Support Representative
This role requires the ability to thrive in a dynamic environment with frequent deadlines. Exceptional customer service skills and proficiency in computer applications are essential. Attention to detail, multitasking abilities, and managing high volumes of work are critical components of daily responsibilities. Key tasks include processing manual orders, expediting orders, creating documentation, tracking inquiries, and minimal filing. Communication with customers, warehouses, brokers, vendors, and the sales and operations team is primarily conducted via email and phone. Additional projects may be assigned by management as needed.
KEY RESPONSIBILITIES:
- Process orders from initiation to invoicing using ERP systems.
- Handle U.S. orders through SAP, including EDI and manual entry.
- Expedite and track orders effectively.
- Address email inquiries from customers regarding order discrepancies and direct calls to appropriate departments.
- Collaborate closely with the warehouse on order adjustments.
- Manage documentation and electronic filing.
- Communicate with customers via email, providing answers or directing inquiries as necessary.
- Work in tandem with the sales team on order-related questions.
- Assist operations teams in addressing issues related to stock availability and discontinued items.
- Ensure compliance with all processes and procedures on a daily basis.
- Perform various additional duties as assigned by management and the sales team.
QUALIFICATIONS:
- Bachelor's degree or equivalent four-year college degree.
- A minimum of five years of experience in customer service 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 tasks and meet daily deadlines while managing multiple projects.
- Ability to work collaboratively in a team-oriented environment with diverse personalities.
- Detail-oriented with excellent verbal and written communication skills.
Ability to read, analyze, and interpret business publications, professional journals, and technical documentation. Capable of writing reports, business correspondence, and procedural manuals. Proficient in presenting information and responding to inquiries from various stakeholders.
MATHEMATICAL SKILLS:
Ability to perform calculations involving discounts, interest, commissions, proportions, percentages, and other mathematical concepts.
REASONING ABILITY:
Ability to apply common sense to follow instructions provided in various formats and to solve problems involving multiple variables.
PHYSICAL REQUIREMENTS:
The physical demands of this position include regular sitting, frequent talking or hearing, occasional standing, walking, and the ability to lift up to 10 pounds. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
WORK ENVIRONMENT:
The work environment is typically moderate in noise level. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
