Staff Management is currently hiring an International Customer Care Advocate for a temporary opening in Milwaukee, WI. Your role will be to serve as a primary contact for international customers by receiving customer requests for orders, quotes, inquiries as well as resolving customer product and service issues through the phone, email, and SalesForce cases. We are looking for someone to provide a seamless customer experience through expertise, ownership, accountability and responsiveness. In this role you must be able to communicate with internal and external customers.
Answers standard inbound calls and SalesForce cases
Make outbound calls as needed to clear up customer issues
Manage email as well as other electronic communications in a fast-paced call center environment
Receive, process, and follow-up on customer orders as well as order changes to include quotations, pricing, availability, order follow-up and confirmation of shipment dates
Communicate with various internal customers regarding credit holds, order status, scheduled shipment dates or other customer related inquiries as required.
Provide timely updates on order status, scheduled shipment dates, and other customer related inquiries as required
Responsible for initiating and processing returns through final resolution
Support Account Managers to ensure highest level of customer satisfaction as well as to proactively identify issues based on customer interactions
Able to show situational adaptability, resourcefulness and interpersonal savviness
Maintain customer profile sheets
Effectively manage open customer cases in SalesForce
Maintain knowledge of business terms and conditions, including INCOTERMS and their proper application in an international transaction.
Knowledge of export rules and regulations, free trade agreements, and international banking documents
Understands international shipping and global logistics
Knowledgeable of business in foreign countries
Other duties as assigned
We are looking for:
High School diploma required. College degree or equivalent work experience preferred
Two years of professional customer service experience required
Demonstrated proficiency in keyboarding skills, Windows operating systems, and Microsoft applications.
Experience with SAP (or other ERP systems) and Salesforce.com preferred
Mechanical or technical aptitude desired
Excellent communication/interpersonal skills
Ability to work in a highly dynamic team and fast-paced environment with continuous challenges
Strong communication and employee relations skills, team oriented
Able to show situational adaptability and resourcefulness
Fluency in a foreign language recommended (Spanish or Portuguese desired) a plus
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Since 1988 we have enjoyed consistent year over year growth and have outperformed the industry in increased fill rates and lowered turnover rates. These successes have afforded us the opportunity to build proprietary technology systems, software, solutions and a team of experienced consultants that respond quickly to our customers needs.
We appreciate every single customer relationship, and ensure their success through the deployment of our "Blueprint for Success".
SMX is a separate entity wholly owned by SeatonCorp, a Chicago-based recruiting and staffing company, and is licensed to operate in certain jurisdictions in conformity with state regulations. The SeatonCorp family of companies includes: Staff Management, SMX, PeopleScout, StudentScout and SeatonIndia.