International & Retail Customer Service Specialist

Key Details

Job Title

International & Retail Customer Service Specialist

Client

A recognised irrigation equipment manufacturing company

Location

Riviera Beach, Florida, United States

Work Mode

Onsite

Compensation

Up to USD 65,000 base per annum (negotiable) + bonus + benefits

Benefits

As per company policy

Team Structure

Part of the Customer Service team, working closely with the regional sales team, shipping department, warehouse team and external freight forwarders / customs brokers. Also supports the domestic Customer Service Representative.

Reporting Structure

Typically reports to the Customer Service Manager (or equivalent Sales Operations lead). No direct reports.

ABOUT THE CLIENT

Our client Manufacturing Corporation is a manufacturer of irrigation products, including rotors, spray heads, nozzles, valves and controllers, serving residential, commercial and golf-course markets. Founded in 1974 by inventor Carl L.C. Kah, Jr., the company is headquartered in Riviera Beach, Florida. They designs and manufactures its products in the United States and sells them through distributors and retail partners across domestic and international markets. The company is known for its engineering heritage and its focus on water-efficient irrigation solutions.

ABOUT THE ROLE

The International & Retail Customer Service Specialist is responsible for managing the end-to-end order cycle for international and retail customers within a designated territory. The role serves as the key link between customers, the sales team, the shipping department, the warehouse and external logistics partners, ensuring orders are processed accurately, documented correctly and delivered on time. It carries particular responsibility for customs documentation, international logistics coordination and retailer-specific compliance requirements. Through responsive, knowledgeable service, the role is expected to strengthen customer relationships and support regional sales growth.

RESPONSIBILITIES

Order Management & Invoicing

• Review and process incoming international and retail orders within the designated territory.
• Invoice sales transactions.
• Process routine returns, credits, warranty claims and shortage claims.

Customer & Sales Support

• Respond to sales team and customer inquiries via phone and e-mail.
• Communicate with customers regarding pricing, delivery, product availability, order status and related matters.
• Answer incoming phone calls.
• Provide support for sales representatives.
• Build and maintain strong customer relationships.

International Shipping & Logistics

• Prepare customs-related documentation for international shipments (commercial invoices, packing slips, Shipper’s Letters of Instruction (SLI), Certificates of Origin, etc.).
• Coordinate international logistics with the warehouse and freight forwarders.
• Monitor and track international shipments and deliveries, and resolve shipping exceptions.
• Handle country-specific requirements as applicable.

Retail Shipping & Compliance

• Liaise between customers and the shipping department to coordinate retail shipments.
• Prepare documentation for shipments of retail orders (ASN, invoices, labels).
• Monitor retailer-specific routing and documentation requirements.

Internal Coordination

• Communicate with the shipping department and warehouse team.
• Assist the Customer Service Representative with domestic order operations and communication (secondary duty).
• Assist with other duties as assigned (secondary duty).

Other Essential Duties & Working Conditions

• Handle multiple tasks in a fast-paced environment, cooperate with co-workers, and communicate in a positive, productive manner with co-workers and customers.
• Climb stairs/ladders; occasionally squat, bend, stoop and reach; move quickly throughout the facility; and perform fine motor skills. The position requires visual acuity and the ability to communicate verbally with co-workers and customers.
• Lift and carry up to 20 lbs repeatedly during the workday. The position may require the entire workday to be spent seated at a desk, or repeated standing and walking, based on business needs.
• Undertake occasional off-site travel.
• Work overtime as necessary to meet business needs.
• Comply with client’s Safety Policy and Procedures.

MUST-HAVE SKILLS

• Bachelor’s Degree in Business Administration.
• Five years of customer service experience with a distribution company.
• Experience with regional key account customer service in conjunction with regional sales team members.
• International shipping and logistics experience.
• Experience with customs brokers, international freight and harmonized tariffs.
• Excellent customer service and interpersonal skills.
• Strong oral and written communication skills.
• Proficiency in Microsoft Office (Outlook, Word and Excel).
• Ability to manage multiple priorities in a fast-paced environment.

NICE-TO-HAVE SKILLS

• Experience with retail/EDI order processing, including ASNs and retailer routing guides (e.g., big-box home-improvement retailers).
• Familiarity with ERP or order-management systems.
• Knowledge of Incoterms and export compliance regulations.
• Background in the irrigation, landscaping, lawn & garden or building-products industry.

CERTIFICATIONS REQUIRED

• None specified

LANGUAGES REQUIRED

• English – native / first-language proficiency.
• Spanish, Portuguese, Italian or French – professional (bilingual) proficiency in at least one.