Job Description

**This opportunity is located at 11100 East 45th Ave, Denver, CO ***

INTERNATIONAL CUSTOMER SERVICE REP

Provides customer service support via phone and email to International customers. Responsible for being primary contact and providing full account services for International customers. Also provides support for internal customers and Regional Managers. Answers customer calls and inquiries, tracking deliveries to ensure products and services are delivered on time. Coordinates International shipping thru European warehouse. Must understand scheduling of International shipments and exports. Must be familiar with COI and NAFTA processes and documents. Processes Return Authorizations for damaged products, ensures timely resolutions and customer credits. Collaborate with suppliers, freight forwarders and carriers to ensure timely processing of International orders. Prepares shipment documentation and other regulatory paperwork required for international shipping.

ESSENTIAL RESPONSIBILITIES:

• International customers order entry, response and communication to customers regarding order issues
• Coordinate international shipping, answer incoming requests related to parts, equipment and literature
• Establish and maintain effective relationships with all customers, external and internal
• Meet commitments, respond promptly to customer needs and use feedback to improve service
• Provide internal communication and reporting regarding orders and shipments, interacting with all depts. - sales, production, materials, shipping, accounting, receiving
• Process Return Authorizations for damaged products

ESSENTIAL DUTIES:

• Primary Customer Contact International
• First line of communication for customers’ order entry and monitoring
• Respond to customer requests related to parts, equipment and literature
• Answer customer calls and inquiries, process customer credits timely
• Work closely with customer, sales team, suppliers, material planners, and accounting dept. to make sure we meet customer expectations
• Manage adherence to customer specific requirements
• Provide support for internal customers and Regional Managers

Support functions

• Internal communication and reporting regarding orders and shipments
• Work to resolve customer requests and issues
• Work with shipping dept. to coordinate international shipping
• Assist with research and improving policy and procedure
• Perform clerical administrative tasks including typing, filing, mailing, etc. and other duties as assigned

Education and Experience

• 2+ years of International customer relations or International Shipping Experience
• Associate degree or some college or equivalent experience preferred
• Ability to speak Spanish a plus

KNOWLEDGE, SKILLS AND ABILITIES:

• Skilled in planning and prioritizing workload to meet demands of daily customer requirements
• Excellent phone skills
• Strong computer skills and mathematical aptitude
• Excellent human/customer relations skills
• Proven ability to effectively deal with all levels of internal and external controls
• Thorough working knowledge of customer service field
• Typing 50 wpm
• Ability to handle different and specialized situations and challenging customer issues
• Ability to work in a group as well as independently- be fun to work with

Company Description

IOM has been making ice machines in Denver, Colorado for over 50 years and we pride ourselves on innovation, quality, and building the best products in our industry. We supply all foodservice distribution points around the world, including healthcare, education, hotels, convenience stores, offices, from small restaurants and bars to national chains, and from food trucks to stadiums. We are looking for talented individuals to join our growing company. Individuals who enjoy working with others, driving results, and having fun. If you have a passion for making great products, making a difference, and creating an amazing customer experience, then please send us your resume. For more information on Ice-O-Matic, please see our website: www.iceomatic.com and make sure to click on Careers at the bottom to see our open positions