International Customer Service Specialist

2 weeks ago

Chantilly, United States Dynex Technologies Full time

About Dynex: Established over seven decades ago, DYNEX TECHNOLOGIES, Inc. stands as a premier designer and manufacturer of fully automated ELISA microplate workstations, laboratory instruments, and associated consumables and accessories. Our dedicated team comprises design and service engineers, applications scientists, marketing professionals, and precision-manufacturing specialists, all committed to continuous innovation in product design and exploring new application horizons to deliver state-of-the-art microplate processing systems that meet the stringent demands of the most complex applications, ultimately enhancing health outcomes and improving lives.

Position Overview:

We are in search of a proactive and innovative team member who is eager to contribute to the expansion of our global enterprise. The ideal candidate will be enthusiastic about facilitating and managing both domestic and international sales order processes from initiation to completion (Order Entry through Shipment). This position will entail overseeing and coordinating domestic and international shipments via LTL, Air, and Ocean freight, as well as managing the necessary export operational activities.

Key Responsibilities:

  • Accurately generate sales orders in Syspro ERP from international distributors and direct domestic customers.
  • Prepare all essential shipping documents related to international bookings, including Commercial Invoices and Chamber of Commerce documentation.
  • Process all export documentation for clearing agents (HAWB's, MAWB's, AES, Manifests, BOL's, COO's, etc.).
  • Ensure compliance with required export documents according to regulations and internal procedures.
  • Communicate shipment status effectively with customers.
  • Monitor all shipments daily and provide status updates to relevant team members.
  • Track and trace shipments, addressing any billing or shipping discrepancies.
  • Act as a liaison with customs brokers, agents, and air terminal operators as necessary.
  • Collaborate with the Operations team and Freight companies to schedule pickups for timely delivery.
  • Build and maintain relationships with customers, carriers, and freight forwarders.
  • Evaluate third-party logistics providers.
  • Assist in managing daily customer service operational activities as needed.

Supervisory Responsibilities: None.

Success Factors:

  • Strong attention to detail and exceptional organizational skills.
  • Ability to communicate in two or more languages (including English).
  • Must demonstrate responsibility, reliability, and dependability.
  • Willingness to collaborate effectively within a team.

Minimum Qualifications / Education:

  • 3-5 years of experience in a global logistics or international customer service role, including order entry, processing, customer acknowledgment, coordination with global distribution partners, and communication with global freight forwarders.
  • General understanding of standard medical laboratory practices and processes is preferred.
  • Solid knowledge of domestic and international geography of countries and major cities is required.
  • Bi-lingual candidates are a plus; strong command of written and spoken English is essential.
  • Comprehensive understanding of State, Federal, and International shipping and customs requirements is necessary.
  • Excellent communication skills with the ability to present data effectively.
  • Understanding that DYNEX's top priority is to deliver exceptional customer service.
  • Availability to work a limited number of overtime hours if required (position is eligible for overtime).

Computer Skills:

  • Proficient in MS Office with advanced MS Excel skills; experience with HubSpot, Salesforce, and Syspro ERP is advantageous.

Work Environment: Office-based, with occasional visits to the warehouse for order checks.

Physical Requirements: Must meet National Institute for Occupational Safety & Health (NIOSH) Standards.

Compensation details: Yearly Salary

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