International Customer Service Representative

ESSENTIAL DUTIES and RESPONSIBILITIES

• Must be fluent in Spanish (required)
• Input customer orders and changes into order entry system while maintaining order board
• Assist customers and distributors with pricing, delivery, and method of shipment
• Review pricing on customer purchase orders and enforce minimum lot sizes
• Acknowledge receipt of orders to customers
• Authorize customer returns and follow-up with plant personnel. Issue credits upon receipt of customer returns
• Support outside Sales Managers
• Act as “liaison” between plant personnel, product/sales managers, and the customer
• Filer purchase orders, contracts, quotes, correspondence to support Quality System record retention
• Expedite deliveries for customer inquiries and past due
• Follow stated procedures related to SOX and TS
• Release tooling invoices at the time of initial order shipment
• Follow up on NPI (New Product Introduction) to ensure timely order entry
• Assist with physical inventory if needed
• Diligent order/contract review required to maintain ISO compliance
• Generate system reports and excel spreadsheets as needed to support customer and/or sales requirements

COMPETENCIES

• Customer Service (Internal/External) - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality, listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things. Maintains confidentiality of all payroll, medical, benefit and employee related information.