Customer Service Specialist for Export Operations

2 weeks ago

Germantown, Wisconsin, United States Gehl Foods Full time
Job Overview

Position Summary

The Customer Service Specialist plays a vital role in connecting Gehl Food & Beverage, Inc. with its clientele. This position is responsible for addressing customer inquiries, resolving complaints, and facilitating order processing while ensuring compliance with all relevant regulations. The Specialist will also oversee the logistics of product movement, adhering to company policies and legal standards.

Key Responsibilities

  • Respond to customer inquiries and assist with order placements, refunds, or exchanges.
  • Resolve customer complaints proactively to enhance service quality for all stakeholders.
  • Provide insights to the Customer Service Manager based on data analysis and observed trends to identify opportunities for improvement.
  • Investigate and resolve invoice discrepancies for designated accounts.
  • Support Regional Sales Managers with administrative tasks, including correspondence and report generation.
  • Maintain comprehensive knowledge of products and services to effectively address customer questions and issues.
  • Foster positive relationships with brokers and sales territories to ensure product availability meets sales demands.
  • Keep accurate records of customer interactions to streamline workload management.
  • Collaborate with team members to support departmental workflow and project completion.
  • Ensure timely and accurate invoicing of services rendered to meet customer expectations.
  • Build and maintain strong relationships with customers through effective communication and trust.
  • Adhere to quality and safety standards as outlined in the company's policies.
  • Comply with safety regulations and Good Manufacturing Practices during all operations.
  • Develop and manage performance reports to analyze account and sales data, identifying variances and providing actionable recommendations.
  • Oversee the maintenance of key account websites and manage order and shipment entries.
  • Ensure timely shipment of products by coordinating with buyers and carriers.
  • Perform additional duties as assigned.

Specialized Functions

  • Handle export documentation for shipments from the U.S. to international destinations, including commercial invoices and shipping schedules.
  • Prepare and submit necessary documents to comply with export regulations.
  • Ensure all documentation meets legal requirements and coordinate with relevant agencies for certification.
  • Communicate with export authorities, carriers, and customers to maintain compliance with export laws.
  • Maintain records of export activities and facilitate communication among teams involved in export transactions.
  • Create and uphold internal export compliance procedures.

Minimum Qualifications

  • 3 years of experience in customer service, preferably in a manufacturing setting.
  • 3 years of experience in international export transactions and logistics.
  • Proficient in Microsoft Office Suite (Word, Outlook, Excel).
  • Exceptional customer service skills with the ability to handle inquiries and complaints with patience.
  • Strong critical thinking skills to develop solutions in complex situations.
  • Innovative mindset for generating new ideas and methods for problem-solving.
  • Ability to balance immediate goals with long-term strategic priorities.
  • Excellent written and verbal communication skills.
  • Strong organizational and analytical skills with attention to detail.
  • Flexibility to work varied hours to support business needs.
  • Team-oriented with the ability to collaborate across diverse groups.
  • Ability to maintain composure in high-pressure situations.
  • Commitment to fostering an inclusive work environment.

Preferred Qualifications

  • Bachelor's Degree in Accounting, Business Management, or a related field.
  • 1 year of experience with ERP systems (Ross preferred).
  • Certified Export Specialist (CES) certification is a plus.
  • 3 years of experience in international export processes.
  • Multilingual proficiency in English and Spanish is advantageous.
  • 1 year of experience in a high-volume call center within the last 5 years.
  • Physical capability to lift or move up to 30 pounds and perform various physical tasks.

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