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EXPORT - Customer Service Specialist

Wilmington, Delaware, 19805, United States
January 17, 2019


Job Title Customer Service Specialist-EXPORT

Duration 12+ Months

Location WILMINGTON, DE 19805

Location: 974 Centre Road, WILMINGTON, DE 19805 United States

Shift: Monday - Friday

Timing: 8:00AM – 5:00PM

Position Overview:

Customer focused liaison to promote, implement and monitor Functional Excellence of the International Customer Service Representative (ICR) position. Provide export customer service according to the needs of the Business and Customers. Provide the Continuous Improvement of the Quality Process by working on Best Practices, Training, and Auditing.

The ICR must obtain a thorough working knowledge of export/import regulatory processes and all applicable policies and procedures. Experience in systems, order entry, country requirements, pricing, documentation and invoicing is required. Multi-business experience is preferred. This position offers the incumbents the opportunity to become proficient in many areas including SAP-R3. The ICRs have the opportunity to learn and work in multiple businesses. This position will work with all levels of SBUs including, but not limited to, demand and supply planners, market segments, other customer service reps, U.S. plant sites, warehouses, regional contacts, freight forwarders, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. Responsibilities include responding to customer inquiries and complaints, issuing credit and debit memos, rebate processing, and monitoring sales orders through the order fulfillment process.

This position requires a thorough understanding of and active in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.

Additional responsibilities will vary across Business Units. Some of these additional responsibilities are: resolution of invoice discrepancies and deductions, sample processing, attending S&OP meetings.

Minimum Skills Required:

• Demonstrated proficiency as a Customer Service Representative and/or International Customer Service Representative, beyond call center and/or retail experience.

• Working knowledge of OTC (Order to Cash) SAP-R3 or higher required.

• Previous knowledge of the Sales to Cash(STC)/Requisition to Pay (RTP) process is preferred.

• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word). Must be tested in MS Office with scores included.

• experience is a plus.

• This position requires an ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers, Businesses, Distributors and Subsidiaries.

• Ability to identify areas for improvement and implement change.

• Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse and Transportation personnel as well as external customer contacts.

• Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management

• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.

• Must possess excellent organization skills to provide accurate follow-up, understand inventory management, have the ability to understand the strategic direction of any Business Unit to which they provide customer service support and translate that strategic direction into tactics with their assigned customers.

• Bi-lingual or Multi-lingual a plus.