Customer Solution & Claims Specialist- Export (Remote)

Position Summary

The Customer Solutions & Claims Specialist is the primary point of contact for customers and the sales organization, managing the end-to-end Order to Cash and reverse logistics processes to ensure a seamless customer experience. This role drives order accuracy, on-time delivery, and efficient resolution of returns, refusals, and OS&D issues. By independently resolving complex challenges, collaborating across functions, and identifying continuous improvement opportunities, the Specialist helps maximize customer satisfaction, strengthen customer relationships, and support the organization's service, revenue, and operational performance goals.

Responsibilities

• Analyze order exceptions and identify opportunities to improve customer order patterns and reduce order touches
• Coordinate with customer carriers to secure ocean bookings and air freight shipments, ensuring pickup and delivery meet required cutoff dates
• Monitor account-specific issues upon order receipt; independently resolve issues and coordinate with customers and cross-functional partners to process blocked orders within SLA requirements
• Ensure account-specific orders are shipped complete and on time, tracking orders from entry through receipt and resolving carrier issues with the traffic team while communicating delays to customers
• Maintain visibility to customers and internal teams on order status and apply appropriate root cause reason codes in accordance with global methodology
• Generate and compile all required export documentation, including Certificates of Origin, Health Certificates, Chamber of Commerce documentation, USDA documentation, Certificates of Free Sale, Seaway BOLs, Batch Mark Lists, and Shipper's Letters of Intent/Instructions
• Review and align to general requirements within IMS Product Briefs
• Optimize distribution costs through collaboration with Physical Logistics, Demand & Supply Planning (DSP), Transportation, and Supply Chain Analytics
• Prioritize "drive waiting" inquiries to reduce carrier and driver wait times at customer locations
• Advises stakeholders of potential delays or inventory challenges that may impact lead time expectations
• Propose mitigation actions to reduce or eliminate future return and refusal issues
• Assess return request compliance with Market Return Policy conditions and obtain Sales authorization when requests exceed policy thresholds
• Partner with the Order Fulfillment team to resolve out-of-stock and allocation issues, including displays, new item launches, and customer promotions, and communicate mitigation plans when needed

Requirements

• Bachelor’s degree strongly preferred, but not required
• 2+ years of supply chain experience required (e.g., Order Management, Distribution, Inventory Management, Transportation, Demand & Supply Planning)
• Export experience preferred
• Knowledge of SAP preferred
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook
• Intermediate Excel skills, including working with large datasets, VLOOKUPs, and PivotTables
• Working knowledge of export business
• Bilingual preferred (Spanish or Chinese)

Skills

• Sound business acumen and sense of urgency
• Excellent written and verbal communication skills
• Analytical skills with the ability to interpret data
• Strong organization, decision-making, and problem-solving skills
• Capability to manage multiple priorities in a fast-paced environment
• Ability to work independently with minimal supervision
• Working knowledge of export business
• Bilingual preferred (Spanish or Chinese)