Department: International Customer Service

Category: Non Exempt

Summary:: Under the direction of the Logistics Manager, the International Customer Service Representative performs tasks in the areas of ocean export coordination and documentation. The incumbent will actively participate in a team setting to ensure that commitments to international customers are met, government compliance is maintained, and contract commitments are achieved.

The International Customer Service Representative position will be based in the Houston office in an office setting with a normal amount of noise and distraction. Incumbent must be able to sit for extended periods of time, to talk on the phone and to type for long periods with only intermittent breaks. This position involves heavy customer service communication with overseas brokers and clients and as such, he or she must possess excellent communication skills and be very detail oriented.

Duties and Responsibilities include the following items. Other duties may be assigned as needed to meet business and customer needs.

• Receives, prepares, and accurately enters all purchase orders (POs) for assigned customer base into the ERP system, currently SAP, on a daily basis;
• Reviews all orders for accurate information regarding product code, total weight, pricing, promotions, and proper lead times. In the event of a discrepancy, under the direction of management, contacts the customer or other appropriate party to effectively resolve the issue(s);
• Coordinates orders with the mill to meet the customers requested ship date, i.e. packing of product to meet scheduled port cut off dates;
• Coordinates bookings with forwarding company and / or directly with carriers;
• Accurately prepares shipping documents, such as Bills of Lading (BOLs), Certificates of Origin, Commercial invoices and other required documentation for the designated port of destination;
• Files appropriate government documentation through automated systems accurately and in a timely manner;
• Tracks open orders on a daily basis to ensure processing and shipping within expected time frames and communicates discrepancies as directed;
• Provides prompt and courteous resolution to customer inquiries and potential concerns, for example late deliveries, damaged product, return authorizations, etc;
• Maintains neat and organized files;
• Promptly and courteously answers telephone calls and appropriately responds to needs and identified issues regarding shipments, documents, sales orders, and USDA requirements;
• Accurately responds to intercompany correspondence both in writing via email and over the telephone in a timely manner including all relevant data; and
• Performs various other administrative duties as requested

Qualification/requirement:

• Demonstrated ability to accurately follow company processes as well as USDA and other government agency guidelines with particular focus on accurate and timely data entry
• Ability to effectively plan and organize daily work to ensure that priority tasks are completed in a timely manner
• Possess strong customer service orientation with the ability to build and maintain constructive working relationships internally and externally and ability to work with a diverse population
• Demonstrated attention to detail
• Ability to effectively complete assigned duties and responsibilities under immense pressure and within specified time frames
• Excellent interpersonal and communication skills both orally and in writing
• Strong team player who is able to display and convey a positive attitude
• Demonstrated capabilities of dependability and punctuality
• Computer proficiency in software programs such as SAP, MS Word, Outlook, and Excel.

Experience/Training:

• High School Diploma or Equivalent Required; Further education a plus
• A minimum of six months Customer Service experience required; in particular experience in transportation industry and or the coordination of ocean export shipments and documentation preferred
• Bilingual (English / Spanish) communication skills helpful but not required
• Any combination of relevant education and experience to equate to the above requirements.