Job Description

CUSTOMER SERVICE REPRESENTATIVE – EXPORT SPECIALIST

RESPONSIBILITY:

Follows established SOP’s and guidelines to perform the following duties:

·        Customer order entry via SAP primarily for Export sales orders

·        Communicates with export customers to supply all required export documentation for each export order.

·        Reviews and ensures correct incoterms and shipping instructions are set for each export order. 

·        Reserves product in SAP

·        Analyzes order quantities and performs manual allocation to ensure an even distribution of product to our customer base.

·        Credit/debit memo request entry in SAP

·        Daily Sales Reports as needed

·        Handles customer service questions and follows established procedures to provide answers and assistance.  May make decisions regarding drop ship fees, credits, based on established limits.

·        Issues of greater complexity are researched and presented to Customer Supervisor or Customer Service Manager or referred to the appropriate internal experts for resolution.

·        Responsible for ensuring information on Special Customer Parameters is accurate and updates accordingly

·        Updates accounts in SAP as needed such as delivery address, shipping information including incoterms, contact information, etc.  

·        Reviews requests for new Export customers to ensure all SOP requirements are met prior to submitting information to Customer Service Support Rep to set up.  Will also set up Export customers as a back up if needed

·        Daily reconciliation of sales orders

·        Performs daily job functions independently with limited supervision.

·        Gathers & submits required paperwork to Quality for non-technical customer complaints for Export customers

·        Process Customer Approved Returns per applicable SOP

·        Other duties as assigned.

AUTHORITY:

·        Waive drop ship fees when drop shipments are needed due to backorders

·        May provide customer service training to other customer service reps about general customer service policies and procedures and when revisions are made to SOP’s as needed.

·        Sales order processing

·        Credit card processing

·        Reserving product in SAP

·        Processes credit and debit memo requests and requests approval from Customer Supervisor or Customer Service Manager for credit/debit memos.

·        Release credit limit in SAP for pre-pay customers with credit card confirmation

·        Create invoices prior to daily batch run if needed

JOB REQUIREMENTS:

·        Previous International customer service experience required

·        Computer skills necessary to perform data analysis and data entry – Intermediate Excel, Word and Microsoft Office

·        Effective verbal and written communication skills using proper grammar and punctuation

·        Excellent knowledge & understanding of Incoterms and International shipping requirements

·        Bachelor’s degree preferred

PHYSICAL REQUIREMENTS:

•           Must be able to sit or stand for up to 8 hours

Company Description

Curiosity is in our genes. Greiner Bio-One employs visionaries who, rather than just waiting, help to shape the future of biotechnology with their drive and forward-thinking. We are team players who share our knowledge and entertain new ideas. We work in a future-oriented environment. What’s more, we value individuality, stability and purpose, since these are the qualities that make us strong. Greiner Bio-One employs people who are able to laugh at themselves and are proud of achieving something worthwhile through their efforts. Future in our Blood. Greiner Bio-One feels like home. For visionaries with drive and ideas; For team players who share their knowledge and entertain new ways of thinking; For people who are able to laugh at themselves and are proud to make a difference through their work. Our door is always open to achievers, doers and hidden talents and we want to show you what it means to be part of our team.