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Customer ExperienceSpecialist

JobDescription

TheCustomer ExperienceSpecialist is responsible for acting as a keycontact to deliver consistent, high quality, complete world class customerservice in support of our customers' needs.
Excellentcommunication is required as well as a broadly thinking team player. He/shewill be able to work efficiently in a high pressure environment and remain calmin any circumstances. The position requires a solid understanding of businessneeds.

Qualifications:

Profound knowledge of domestic and international shipping requirements
Profound knowledge of international shipping documents and why they are required
Profound knowledge of country specific requirements
Profound knowledge of Letter of Credit

Responsibilities:

Order entry, shipping and invoicing
Handle incoming calls or inquiries from prospective customers or clients
Transfer customer calls to appropriate staff
Provide customers with general product and service information.
Identify, investigate, and resolve customer issues using the database/ERP system, including complaint registration and follow-up in SFDC
Follow-up on outstanding customer inquires
Assist customers effectively by solving customer disputes
Completing supporting paperwork

Interface with logistics service providers to ensure seamless shipping and delivery to customers.

Set-up of new customers in SAP and update existing records where needed
Research billing issues
Issuing credit and debit notes
Assist sales and marketing with sample dispatch
General administrative support (sending out invoices, filling in document templates, ...)
Keep records of customer interactions (for instance, by using Services for Object)

Process documentary credit orders (L/C, CAD etc.), review and coordinate related documentation using the online tool provided by the bank
Contact banks, authorities, consulates, concerning export and import completion or status of documents
Request for material set-up

Extracting customer specific data to assist sales
Providing data required for commercial decisions (such as VAT, duty, incoterms)

Maintain on-time delivery and reason codes
Foster relationships with internal and external customers
Be the prime contact for audit related queries
Skills:
You have aBachelor's degree or you are equivalent by experience.
• You have at least 5 years customer service experience.
You speak English fluently. Knowledge of otherlanguages is an asset.
• You have experience ininternational order processing and logistics required: i.e. the document-flowfor international orders, documentary credits, international shippingdocuments, export and import regulations.
• You are familiar with Incoterms.
• You have skills with good PC the willingness to learn new programs.Experience with SAP or other ERP systems is preferred.
• You are a strong team player, open to feedback.
• You have strong interpersonal communication skills and are highly customerfocused and responsive.
• You work proactively and organized.
• You are stress resistant and positively minded.
• You are a motivated and flexible person capable of taking initiative.
• You have attention to detail.

Additional Information

• JOB ID: HRD260821
• Category: Customer Experience
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 02
• Referral Bonus: 4000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Nonexempt