Customer Service Specialist

Job Description

Job Description

**Summary:

**The Customer Service Representative serves as a key link between customers, sales, production, logistics providers, and internal operations. This position is responsible for managing customer orders from receipt through delivery, with particular emphasis on international shipments, export documentation, regulatory compliance, freight coordination, and customer communication.

**Essential Duties and Responsibilities

**include the following; however, other duties may be assigned.

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• International Shipping (25%):

  • Coordinate international shipments by ocean, air, truck, parcel, and freight forwarder.

  • Work directly with freight forwarders, customs brokers, carriers, warehouses, and customers to arrange international transportation.

  • Prepare, review, and distribute required international shipping and export documentation, including:

    • Commercial invoices

    • Packing lists

    • Bills of lading

    • Certificates of origin

    • Shipper's Letters of Instruction (SLI)

    • Dangerous goods declarations, when applicable

    • Export and customs documentation

    • Customer- or country-specific documentation

  • Coordinate shipment bookings, container requirements, pickup appointments, sailing schedules, and delivery requirements.

  • Monitor international shipments from departure through final delivery and proactively address delays or documentation issues.

  • Maintain organized and complete shipment and export records.

  • Work with customers and logistics providers to resolve customs clearance and border-related issues.

• Domestic Shipping (75%):

• - Enter customer orders in X3 to confirm delivery details, pricing and ship dates as soon as order is

received. All customers’ orders received prior to 4PM should be entered the same day.

• - Email customers SOA (sales order acknowledgement) as soon as the ship date has been confirmed. Email sales rep all SOA's at the end of the day for their customer orders.

• - Notify Sales Rep if a negotiated ship date is required. Update X3 with this date.

• - Email finance and sales rep if a customer order is being processed with a credit limit exception.

• - Update X3 with exception immediately when an order is late or closed without invoicing.

• - Obtain approval from Commercial Leadership and process customer returns.

• - Follow through every order entered from entry to ship.

  • Communicate professionally and effectively with production, shipping/receiving as required for all

    orders.

• - Update customer master file (outside of X3) with customer preferences, such as delivery methods,

  shipping instructions, etc.

• - Effectively manage order changes by communication with operations, commercial team and customers.

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**Essential Qualifications and Skills:

**To successfully perform this job, an individual must be able to perform each key responsibility in a satisfactory manner through individual effort or effective and appropriate collaboration. Additionally, the well-qualified candidate will have the following education and experience.

• Requires a high school diploma or GED; prefer degree or prior applicable customer service

experience handling International shipments and processing orders.

• Ability to communicate clearly and efficiently with all levels of the organization.

**Work Environment:

**

Work is typically performed in an inside, temperature-controlled environment. Works and travels throughout plant environment of varied temperatures and humidity, and wears personal protective equipment, as required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Various operations in the plant generate noise, dust, vapor and fumes in the normal course of production. The Company has been and is committed to eliminating these conditions to the extent possible through the application of design engineering. The Company also provides a variety of safety equipment to keep all associates safe and within OSHA standards. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.