Customer Service Coordinator I - International

Requisition ID:                       60209                          Title: Customer Service Coordinator I - International Division: Arthrex, Inc. (US01) Location: Fort Myers, FL

 

 

 

 

Arthrex Inc. is hiring a Customer Service Coordinator I - International to work at our Logistics Center in Fort Myers, FL to be responsible for order management of large replenishment, special project, and product launch orders. This position will operate within the International Logistics team which includes Supply Network Planning to ensure consistent and manageable distribution of inventory to distributor and subsidiary partners in the BRASIL and LATAM regions.  

 

We are also offering a $2,000.00 sign on bonus (minus appropriate tax withholdings), that will be paid to you on the first pay period after you start your employment at Arthrex.

 

Essential Duties and Responsibilities:

• Responsible for analyzing and managing weekly distributor and subsidiary replenishment orders. This includes but is not limited to a thorough auditing process, inventory allocation review, AR review and collaboration with supply chain/product management on restricted materials. Also responsible for order life cycle management (order entry to physical delivery) to ensure customer receives timely communications and reports for import/export processing.
• Monitor, organize and resolve all international customer inquiries daily. Effectively communicates all appropriate updates to international customers via email.
• Responsible for resolving order discrepancies for assigned accounts.  Assigned accounts will vary depending on skill level of employee.
• Responsible for proper identification of order acknowledgements and confirmations via email through SAP order management. This includes informing customers of backorders and all other pertinent order details within 24 hours of receipt of order submission.
• Follows Global Trade standard operating procedures set for international government regulations/processes.
• Closely collaborates with other internal departments such as: International Fulfillment, Transportation, Global Trade, Supply Chain, Regional Manager, International Product Management Team, etc., to resolve export compliance failures, report quality issues, provide freight estimates, and facilitate the proper flow of information between the business and the customer.  Also, escalates potential concerns for investigation.
• Provides quotes for products as requested for assigned customers.
• Ensures pricing is accurate in sales order and reports discrepancies to the pricing analyst.
• Interprets information on sales promotions, discounts and applies appropriately on the sales order. 
• Analyzes Backorders and provides weekly updates to customers and regional manager. Monitors aging of backorders and works closely with supply chain to secure allocations for global backorders.
•  Required to manage all order activities in a timely manner to ensure that shipping deadlines are met.
• Required to work flexible hours as needed by department.
• Support Core team with Esker Inquiries.

Education:

• High school diploma or equivalent required.
• Minimum 1 year customer service experience; in a multi-cultural environment preferred.
• ERP experience required.
• MRP, sales order processing and backorder analysis experience preferred.
• International logistics knowledge and experience preferred.
• Professional written and spoken Spanish / Portuguese preferred.

 

Knowledge and Skill Requirements/ Specialized Courses and/or Training: Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. Good phone and computer skills in addition to the ability to multitask.

 

Machine, Tools and/or Equipment Skills: Microsoft Word, Excel, Outlook, and Power Point preferred. Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents.

 

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

Mathematical Skills Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

 

Language and Communication Skills: Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability