Customer Service Representative Export

Kuraray America, Inc. (KAI) is a global leader in specialty chemical, fiber, and resin production, with top-of-the-line research and production facilities and a vast network of suppliers worldwide. As a wholly owned subsidiary of Kuraray Company, Ltd., we operate in 32 countries and employ over 12,000 people, including more than 800 in the United States. Our team is dedicated to expanding our business with professionals who share values such as integrity, excellence, teamwork, and accountability.

About the role

The Export Customer Service Representative serves as the primary point of contact for assigned international customers and is responsible for managing the complete order-to-delivery process. This role ensures accurate order processing, timely communication, and exceptional customer support while coordinating with internal departments and external partners to fulfill customer requirements. The Export CSR works closely with Sales, Supply Chain, Production, Logistics, Accounting, and global affiliates to ensure successful delivery of products and services worldwide while maintaining compliance with international trade and export requirements.

Responsibilities

• Customer Service & Order Management
  • Serve as the primary point of contact for assigned international customers, agents, and internal stakeholders.
  • Manage the complete order lifecycle, including order entry, fulfillment, invoicing, and delivery coordination.
  • Respond to customer inquiries and provide timely communication regarding order status, shipment schedules, and issue resolution.
  • Maintain customer master data and support new customer setup and account maintenance activities.
• Export & Logistics Coordination
  • Coordinate shipments with warehouses, freight forwarders, carriers, customs brokers, and global affiliates to ensure timely product delivery.
  • Prepare, review, and distribute required export documentation, including commercial invoices, packing lists, certificates of origin, and other shipment-related documentation.
  • Monitor shipments and proactively address issues that may impact customer satisfaction or delivery performance.
• Cross-Functional Collaboration
  • Partner with Sales, Supply Chain, Production, Logistics, Accounting, and other internal teams to meet customer requirements.
  • Communicate order, inventory, and shipment-related updates to customers, Account Managers, and internal stakeholders.
  • Support continuous improvement initiatives related to customer service, order fulfillment, and export processes.
• Systems, Reporting & Compliance
  • Utilize SAP, EDI, Microsoft Office, and other business systems to manage customer orders and maintain accurate records.
  • Ensure compliance with company policies, export regulations, trade requirements, and customer specifications.
  • Support month-end closing activities, inventory-related processes, and reporting requirements as needed.

Requirements

• High School Diploma required; Associate's degree preferred.
• Minimum of 3 years of customer service experience in a manufacturing, industrial, chemical, or related environment, with demonstrated experience in logistics/shipping/distribution, inventory control, and order entry.
• Experience managing customer orders from entry through fulfillment and delivery.
• Experience supporting international customers and coordinating export shipments, documentation, and delivery activities.
• Experience working with SAP or similar ERP systems.
• Proficiency in Microsoft Office applications, including Excel, Outlook, and Word.
• Strong written and verbal communication skills with the ability to effectively interact with customers, internal stakeholders, and global business partners.
• Strong organizational skills with the ability to manage multiple priorities, maintain accuracy, and meet deadlines in a fast-paced environment.
• Ability to work independently, adapt to changing priorities, and effectively resolve customer and operational issues.
• Valid driver's license.

Skills

• Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
• Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals.
• Cultivates Innovation: Creating new and better ways for the organization to be successful.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Ensures Accountability: Holding self and others accountable to meet commitments.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
• Values Difference: Recognizing the value that different perspectives and cultures bring to an organization.
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Courage: Stepping up to address difficult issues, saying what needs to be said.
• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.

Benefits

• Competitive compensation package including base pay and an annual incentive program designed to reward individual performance.
• Robust healthcare package with wellness reimbursements.
• Three weeks of paid time off and ten company holidays.
• Paid parental leave.
• Education reimbursement.
• Matching 401k plan.