International Customer Service Representative

2 weeks ago

King of Prussia, Pennsylvania, United States Integrated Resources, Inc.;InterSources, Inc. Full time
Job Title: International Customer Service

Join our team as an International Customer Service professional and take on a challenging role that requires strong communication and problem-solving skills. As a key member of our team, you will be responsible for managing international and domestic orders, providing exceptional customer service, and ensuring timely and accurate order fulfillment.

Key Responsibilities:
  • Manage international and domestic orders, including key customers and complex order processes
  • Enter and acknowledge orders within 24 hours, ensuring timely and accurate order fulfillment
  • Provide consistent information to customers through SAP customer master and output settings
  • Quote, list pricing, and provide special arrangements and discounts as agreed upon by sales
  • Maintain or exceed customer revenue and working capital targets
  • Proactively monitor orders using SAP tools and custom reports, identifying areas of concern in the quote-to-cash process
  • Alert customers of issues and recommend proper solutions throughout the quote-to-cash process
  • Import activity includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers
  • Use custom SAP reports to track and report the progress of booking requests, shipping, sailing, and document distribution to customers
  • Communicate and update order status to internal and external parties
  • Issue purchase orders to foreign suppliers and communicate requirements for importation of goods into the United States
  • Maintain required documentation and update import order information for stock requirements used by production facilities and/or domestic sales
  • Submission of ISF10+2 to USCPB maintaining compliance at or above the national average
  • Investigate, approve, document, and pay charges through the use of Shipment Cost Documents
  • Maintain up-to-date and accurate files and complete audits for import and export shipments as required by Arkema Import Self-Assessment status with US Customs and Border Protection
  • Consistently execute transactions and understand Import/Export processes
  • Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or request approval when needed
  • Ability to enter and close complaints in each BU's specific complaint system within established service level
  • Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process
  • Continually work with internal and external parties to avoid or reduce the impact of issues as a result of rolled booking, port demurrage, additional charges, etc.
Requirements:
  • International Customer Service Experience
  • Domestic/Import/Export/Order Management experience
  • SAP, Oracle knowledge
  • High school diploma required

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