Export Customer Care Specialist

The Opportunity

Follows established procedures to support the generation of new business and contribute to revenue growth across targeted product segments. Handles high-volume inbound calls related to product availability, pricing, and quotations, aligning responses with commercial goals and operational capabilities. Maintains accurate and up-to-date records of leads, opportunities, and customer interactions using CRM systems. Executes digital follow-up campaigns and engages prospects through self-service tools, guiding them through the sales process.

Maintains and attracts customers by handling inbound sales and customer communication relating to service status or challenges within the network. Owns the customer request and experience from initiation to final resolution.

Manages data related to international shipments and all aspects of the transportation process. Prepares and/or reviews export documentation to ensure accuracy of international trade data elements, ensuring transactions are in compliance with US export administration regulations, international trade laws and company policies.

Processes customer orders and requests using multiple and sometimes complex systems, monitoring research information and order status to fulfillment.

Monitors order fulfillment process according to customers' expectations, expediting and communicating status to key stakeholders by updating and maintaining information within various internal systems and tools.

Provides pricing, product availability and estimated ship dates to customers in a proactive manner.

Maintains operational relationships with internal and external partners to ensure we meet or exceed the customers' expectations.

Researches and resolves customer issues and product or service problems, including returns and special requests, by understanding the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure satisfactory resolution.

Proactively interacts with sales representatives to ensure regular communication on pricing, enable sales growth and address any customer concerns.

Makes decisions based on policies and past precedents, seeking guidance as necessary. Makes recommendations to edit existing standard operating procedures.

Participates in projects and other specialized work assignments.

Qualifications

Minimum high school completion or equivalent (GED). Associate or Bachelor degree preferred.

1-3 years' applicable experience.

Fluent in English required. Knowledge of Spanish is an asset.

Previous customer service or warehouse operational experience is an asset.

Prior experience with IATA is a plus.

Knowledge, Skills and Abilities

Excellent customer-focused communication skills (written and verbal), including attentiveness, active listening and ability to maintain composure during difficult times.

Excellent problem-solving skills, flexibility, ability to multitask.

Excellent organization and time management skills.

Quick learner.

Good computer skills, including Microsoft Office, particularly Excel.

Knowledge of Avantor processes, procedures and systems is an asset.