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International Customer Service Representative

2 months ago

Elkhart, Indiana, United States Safe Fleet Full time
About the Position

At Safe Fleet, we are redefining what Fleet Safety means with one-stop access to customized, integrated, and intelligent solutions that answer today's safety needs and anticipate tomorrow's challenges.

We've worked to build an integrated safety platform for fleet vehicles of every type, and we're looking for innovative, enthusiastic self-starters to join us.

Job Summary

The International Customer Service Representative is responsible for providing excellent customer support and sales assistance to an assigned customer base through phone and email contact, customer visits, and tradeshow activities.

Key Responsibilities
  • Enter orders placed by customers within 24 hours of verified shipping instructions
  • Proactively recommend updated products to customers to increase customer satisfaction and improve transactions profitability
  • Facilitate production control to ensure production schedule maintained, orders expedited as necessary, past due issues communicated
  • Provide before and after sale documentation for customers as required
  • Manage change orders
  • Process credit memos
  • Ensure certification requirements are met
  • Coordinate outside inspection as necessary
  • Process repair orders per standard work instructions
  • Double check others' orders as assigned
  • Maintain export documentation
  • Determine customer requirements and expectations in order to recommend specific products and solutions
  • Recommend alternative product, newer Elkhart Brass technology, or competitor equivalent based on cost, availability, or specifications
  • Educate customers about terminology, features, and benefits of products in order to improve product-related sales and customer satisfaction
  • Present price, delivery, credit, and freight terms in accordance with standard work instructions, written or verbal
  • Enter and maintain leads and opportunities in Sales Force in accordance with standard work instructions
  • Maintain customer records by updating account information in Infor XA
  • Provide backup support for Receptionist
  • Resolve product or service issues by clarifying customer complaint, determining the cause, selecting and explaining, and implementing the best solution
  • Capture product and service issues in CRM Quality Technical Incident
  • Participate in Cornerstone (New Product Development) as required
  • Work with VP Business Development and Regional Managers as requested to maintain EBITDA
  • First line of contact via phone or email with all external customers
  • Prepare banking documentation as required
Requirements
  • High School diploma or equivalent required
  • 2+ years of international logistics experience preferred
  • 5+ years of customer service experience in a manufacturing environment preferred
Language Skills

Ability to read, write, speak, and comprehend English

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization in person, on the phone, and in writing

Work Environment

The noise level in the work environment is usually moderate

Working environment is in an air-conditioned cubical with occasionally physically going into an unheated/air-conditioned manufacturing/warehouse setting where the employee may be exposed to dust, odors, oils, cleaning solvents, lubricants, or noise

Work Hours

Expected to work 40+ hours weekly

Typical office hours are worked between 7am-6pm Monday thru Friday

Up to 10% travel may be required