Our client is currently seeking a International Customer Logistics Representative
Essential Job Duties and Responsibilities include the following. Other duties may be assigned.
•Process and track international customer orders. Release back orders for shipment. Prepare and generate all international shipping and receiving documentation for both import and export of product.
•Assist coordination of customer orders with internal departments including Supply Group, Production, Regulatory Affairs, Pricing, Marketing, Engineering, Quality, and Finance.
•Provides customer acknowledgements with promised shipping dates; initiate stock transfers as necessary to meet customer expectations. Provide customers with up-to-date status information.
•Perform duties in compliance with applicable regulations as well as standards including, but not limited to, ISO 13485.
•Complete all International Billing activities including Invoicing and data validation of sales orders. Ensure timely and efficient processing within daily and monthly deadlines.
•Support sales efforts by effectively interacting with all internal departments to resolve customer queries or to re-direct queries to the appropriate department that cannot be resolved within the department.
•Initiate product returns by ensuring transactions are completed according to policies and procedures.
•Follow up on the status of delinquent loaner sets and RMAs (Return Merchandise Authorizations), research MLPs (Missing Loaner Parts).
•Issue PER's (Product Experience Reports) as necessary.
•File customer records including Delivered Orders, Purchase Orders, Pick Lists, Product Returns and Price Lists.
•Troubleshoot issues related to Purchase Orders, delivery issues, inventory, RMA's and PER's.
•Research and resolve billing issues and shipping discrepancies/delivery of shipments, order processing errors. Gather documentation and complete forms as required for resolution.
•Follow all policies and procedures appropriate to the day-to-day operations and ensure compliance of export rules and regulations.
•Attend product training to obtain basic product knowledge.
•Interface with the International Customer to determine needed marketing support. Work with Marketing Department to fulfill the Customers’ requests for collateral materials and international trade show or conference support.
•Perform all other related duties as required by International Department
•Provide assistance and back up support to sales management, Distributors and sales representatives to provide one point of contact for smooth order process flow for international customers.
Knowledge, Skills, and Abilities required:
Excellent listening and communication skills are required along with a positive morale/teamwork building skills and the ability to handle a variety of activities simultaneously. Attention to detail is paramount to ensure accurate processing of product requests and shipping information. Superior time management skills and the ability to manage multiple functions and adhere to daily deadlines. Ability to demonstrate professional, friendly phone skills while maintaining composure in stressful situations.
Bachelor’s degree from a four-year college or university and 1 year related experience and/or training; or at least five years’ experience in customer service. Exposure to products inventory and inventory processes. Medical device industry experience preferred.
Operate Cash Register
Identify Customer Need
Resolve Customer Issue