Customer Service Representative

SureWerx is a leading manufacturer of innovative safety, tool and equipment products and solutions. Since 1957, we've been trusted to keep all who use our products safe in even the most challenging environments. Today, our growing family of world-leading brands serves customers and partners across the U.S., Canada and Europe.


At SureWerx, you'll have the opportunity to challenge yourself in a supportive, growth-oriented culture of industry leaders. You'll help chart our future as we continue to expand into new products, services and markets. And we'll invest in your career development, enabling you to grow and succeed.


SureWerx continues to grow, and as a result, we are looking for a Customer Service Representative, International Sales. This position reports directly to the Director of Customer Experience. The Customer Service Representative, International Sales, will play a key role in assisting international customers with questions or concerns they have during the ordering process and help promote and generate sales through constant dialogue with customers and end users.


This is a full-time, in-office position based in our North Dartmouth, MA office.


Key Responsibilities:

• Acts as a primary contact for all SureWerx and Oberon's International accounts from order receipt to order entry to shipment to invoicing.

• Prepare customs invoices, documentation, boat and air shipment bookings and any other related international shipment paperwork requirements across the globe.

• Communicates with customers via a variety of means such as but not limited to, telephone, email, and MS Teams for all ordering and shipping related matters.

• Review inventory requirements against customer order demand and provide customer notification late shipment/short shipment/pricing verification/product availability/ship date/arrive date

• Educates customers on product offerings and industry safety standards.

• Various clerical duties such as but not limited to order entry, filing, order checking and answering main door to office building for guests.
• Works in a cross-functional manner with various internal teams such as but not limited to, Sales, Operations for both shipment and product specification details, Credit and the Accounting Team to direct credit applications, support creation of proforma invoices for prepayment account, general invoice inquiries and various payment terms to customers.

• Utilize troubleshooting and time management skills to exceed customer expectations.

• Investigate and resolve customer claims and complaints; maintain appropriate documentation trails for ISO and non ISO standards.

• Support other areas of organization on exporting and importing goods when required.

• Insures export procedure and proof of delivery.

• Coordinate requests for information, quotes for freight rates and technical data for customers.

• Coordinate various documentations, scheduling and time delivery with freight forwarders.

• Answer and assist any guests visiting the branch office.

• Initiate and coordinate RMA (return material authorization) process with customers, sales and operations team on credit issuance up receipt of product

• Participates in developing customer and department specific process improvements.

• Assist other customer service representatives with weekly and monthly report running. This is done on an as needed basis and is typically only required during staff shortages.

• Assist and back-up other members of customer service daily tasks while keeping the customer abreast of latest development on their purchase order, shipping details, and or invoicing matters.
• Strong communication skills (verbal and written) and understanding of cultural sensitivities.
• Ability to work on your own, set priorities, work under pressure, and use sound basic business judgment.
• Other duties as assigned

Qualifications:

• Excellent computer skills, particularly in order processing with computer and database systems.

• Strong attention to detail, demonstrating a history of being highly detail-oriented and error-free.

• Great time management skills to efficiently handle a high volume of order entry in a fast-paced environment.

• Strong multitasking abilities, allowing for effective handling of multiple tasks simultaneously.

• Displays a positive attitude and exhibits effective written and verbal communication skills.

• People-oriented mindset, capable of effectively working with individuals of diverse personalities.

• Friendly telephone manners and a customer-focused approach.

• Creative problem-solving abilities and a logical approach to resolving issues.

• Quick on your feet and a logical approach to problem solving.

• Ability to work well in a team, collaborating effectively with colleagues.

• Outstanding organizational skills, enabling efficient management of responsibilities.


SureWerx USA Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SureWerx are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SureWerx will not tolerate discrimination or harassment based on any of these characteristics.


Applicants must have valid authorization to work in the United States for any employer and must not require, now or in the future, visa sponsorship or visa transfer.