Job Description

The Customer Service Rep (International) coordinates sales activity, shipment and documentation of international orders and provides customer service support to the market by completing the following duties. 

ESSENTIAL FUNCTIONS

REASONABLE ACCOMMODATION STATEMENT:

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily.  Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

ESSENTIAL FUNCTIONS:

• Receives, verifies and processes all international order and shipments, and prepares export documentation for all shipments.
• Answers all international faxes, phones and emails. Coordinates order availability and shipments.
• Obtains product, price and technical information from other departments.
• Timely distributes leads and follow-up. Maintains filing system for all product orders from distributors.
• Maintains price and discount records for non-standard items.
• Acknowledges all machine and requested part orders. Faxes shipping confirmations.
• Calls freight forwarders for shipping price quotes and to arrange international shipments.  Supplies forwarders with export declaration information.
• Receives, reviews, and processes return authorization requests.  Assigns numbers, enters records and communicates results to customers and distributors.  Issues credit and closes return authorization.
• Monitors customs procedures in international countries to ensure orders will be received without delay.
• Advises all distributors on open orders and credit status.
• Provides management with sales analysis reports upon request.
• Distributes brochures, manuals and price lists.
• Assists in collections on Accounts Receivables for Latin America.
• Verifies month and year-to-date sales. Maintain updated log on all consigned equipment.
• Update international customer database, distributor lists, local and international fax numbers.
• Obtains travel visas. Updates NAFTA certificates on every shipment.
• Maintains export procedural manual, product pricing and distributor staffs.
• Completes typing, filing, and copying assignments from supervisor.
• Ability to respond to calls with tact and diplomacy.
• Observes established safety requirements, standards and recommendations.
• Maintains a safe, neat, clean and orderly workstation.
• Minimal travel required. Attend Tradeshows as needed.

OTHER DUTIES AS ASSIGNED:

• Provides assistance with translation of documents to English.
• Acts as liaison between Business Unit Manager and factories.
• Maintains good company image and customer relations when dealing with internal and external contacts.
• Performs other work-related duties as assigned from time to time.

POSITION QUALIFICATIONS

EDUCATION: 

• High school diploma or GED required.

PREFERRED EDUCATION:

• Additional college or technical training preferred.

EXPERIENCE & ABILITIES:

• Ability to handle customer inquiries, complaints, objections is required.

PREFERRED EXPERIENCE:

• Prior experience in customer service or product entry in an international setting preferred.
• Experience with international documentation; letters of credit, bill of lading, etc… helpful.

COMPUTER SKILLS:

• Must be computer literate. 
• Knowledgeable of word processing, spreadsheet and databases helpful.

PHYSICAL DEMANDS:

• Normal office environment and normal factory environment, which includes moderate noise, little dust and fumes. 
• Ability to work under tight deadlines and under pressure.

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Company Description

As a $2.4 billion dollar global company that’s an industry leader, we offer opportunities that take you places. We are headquartered in Glenview, Illinois and have nearly 7,000 employees and 88 manufacturing facilities across six continents. From operations and manufacturing experts to sales and marketing pros, we always are on the lookout for top talent. What’s more, our business of industrial bulk packaging exists to help other companies do business. Any company that packs and transports goods via commercial trucks, railcars, ships or airfreight knows our brands. Our company’s heritage goes back more than 100 years. Our products are sold around the world in developed and emerging markets under well-known and trusted brand names, including Signode, Strapex, Orgapack, Angleboard, Fleetwood and Mima Systems. Our employees work with these core values in mind: Integrity – All suppliers and customers are treated with honesty and transparency. Respect – Our diverse work force across many countries represents many different cultures, languages and experiences. Our employees embrace the richness of those differences. Trust – We trust that our colleagues operate with professional standards and the best interest of the company at all times. Shared Risk – We work as a team, sharing responsibility for outcomes of decisions, including those that require taking risks and encouraging new ideas. Simplicity – We encourage employees to stay focused on the essential core of any business opportunity, challenge or issue. Comprehensive Benefits Along with many opportunities for career growth, Signode Industrial Group provides a comprehensive benefits package. Specific benefits vary worldwide and are based on regional needs, but below are some common features of the U.S. benefit program. Medical and dental benefits 401(k) retirement savings program Paid vacation and holidays Life Insurance Educational assistance Employee assistance program Aleron companies (Broadleaf Results and TalentRISE) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.