Principal Duties and Responsibilities:  (Four to ten statements of accountability that can be observed or measured.)

• Own all aspects of export and domestic order management from receipt to product delivery, accurate invoicing & ensuring customer/agent satisfaction.
• Respond to export/domestic customer/agent inquiries, confirming orders, advising status of orders, shipping advice, etc.  Assist with investigation and resolution of customer complaints.
• Support International Sales team with information on orders, literature, samples and special requests of international customers/agents.
• Coordinate with Plant Operations in the areas of shipping schedules, port information, sales information, forecast changes, and information regarding significant events that may impact the production schedule as information becomes known through the customer interface.
• Work with freight forwarders to book container vessels and coordinate the movement of product.  Also work with forwarders to coordinate LCL and air freight shipments as required. 
• When necessary, research and provide information to issue credit memos and make appropriate adjustments to customer.
• Review Letters of Credit with Department Team Lead and Credit/Finance to mitigate financial risk to HEM.
• Backup assigned Export and Domestic Customer Care Representative on vacations, holidays, sick days.
• Coordinate as required with 3^rd party packaging operations to meet booking requirements of shipments.
• Performs other duties as assigned.

Major Challenges:

• Maintaining a calm composure with enthusiasm in an extremely fast-paced and sometimes stressful environment.
• Developing strong and effective working relationships with customers, distributors/agent, sales, forwarders.
• Maintaining customer responsiveness across cultures, time zones and varied holidays.
• Optimizing current or potentially new operational systems to ensure required service levels. 
• Learning new products, customers, changing resources and business strategies in order to execute tactical plans.

• 2 yr. Associates degree preferably in Business Management, International Studies or Logistics
• Prefer 3+ years experience in international transportation or export customer care environments
• Must be proficient with Letters of Credit process.
• Excellent verbal and written communications skills to communicate ideas, instructions and information so they are clearly understood by others in formal or informal situations.
• Highly effective people and team leadership skills in handling conflict management, customer relations and motivation of employees. Ability to build and maintain internal and external customer relationships based on trust and value.  Build and maintain a solid working relationship with a designated freight forwarder. 
• Possess and continue to build working relationships with numerous steamship lines regarding quotes/rates in regard to movement of product internationally.
• Complete understanding of Incoterms relevant to international trade.
• Demonstrated ability to work independently, to work effectively across functional lines without formal authority, to handle multiple tasks simultaneously and to make consequential decisions.
• Competency in the use of computers and software for business transactions, data analysis, and communication. (Word, Excel, E-mail, Graphics or similar software packages.)