International Customer Service Representative

Chipton Ross is seeking an International Customer Service Representative for a contract opportunity in King of Prussia, PA.

RESPONSIBILITIES:
65% - 70% Domestic/Import/Export/Order Management:
The incumbent is responsible for order management activities for international and/or domestic orders.

Order management includes key customers, with one or more supply chain models or more complex order processes, such as vendor managed inventory, consignment, etc. All orders will be entered and acknowledged within 24 hours. Knowledgeable in and easily executes SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice. Provide information on pricing, availability, and schedule information with a full understanding of product and packaging options. Quote, list pricing/special arrangements/discounts as agreed to by sales. Maintain or exceed customer revenue and working capital targets. Proactively monitors orders, using SAP tools and custom reports, for on-time shipping, delivery, order process status and identifies areas of concern in the quote to cash process. Alerts customers of issues and recommends 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 & report the progress of booking requests, shipping, sailing, and document distribution to customers. Communicate and update order status to internal & external parties. Import: 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.

Export & Import: 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 client Import Self-Assessment status with US Customs and Border Protection. Consistently executes transactions and understands Import/Export processes.

10%- 20% resolving issues: Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests 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.

5%-10% Additional Activities: Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include; import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, etc.)

REQUIREMENTS:
Candidates MUST HAVE International Customer Service Experience

EDUCATION:
Accredited high school diploma required

WORK HOURS:
First shift, full time