International Customer Service Representative

Description

Job Title:  Customer Service Representative - International

Department:  Supply Chain  

Reports To:  Vice President of Supply Chain

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Position Summary:

The Customer Service Representative can be in either our Newark, DE location or the Chestertown, MD location. The CSR will support international sales by providing product and shipping quotations, entering orders, literature fulfillment, preparing NAFTA certificates of origin, and general clerical duties. Duties include supplying basic product information, processing orders, and resolving customer service problems. In circumstances where necessary, the representative is to serve as the customer's advocate within LaMotte, being certain that the Customer's viewpoint is presented correctly and understood. Daily Customer Service responsibilities include but are not limited to, preparing proforma invoices, shipping quotations, letter of credit compliance, and coordinating special shipping needs for assigned territories.
 

Duties and Responsibilities:

1. Telephone / Teams Meetings

· Conducts oneself in a courteous, friendly, and professional manner by maintaining a pleasant tone and positive attitude, presenting a favorable image of LaMotte in all communications with customers.

· Promptly accepts calls and meeting requests.

· Responds to customers within the same day.

2. Processes Orders

· Enters mail, fax, email, and telephone orders via direct order entry.

· Sets up new customer accounts and process orders according to terms available.   

· Enters credit card orders, obtaining authorization prior to printing and filling of orders.

· Uses Epicor to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc.

· Quotes pricing and availability and obtains estimated shipping cost upon request.

· Obtains shipping method and cost from shipping personnel for orders shipping to Canada, Puerto Rico, Hawaii, etc., and quotes excessive charges to customers prior to shipping order.

3. Customer Service

· Checks order status upon request and performs tracers when orders are late according to shipping charts.

· Tracks lost/damaged shipments and reviews customers’ claims of shortages. 

· Handles return requests, issuing Return Authorization Numbers, and completing return reports.

· Completes complaint forms for any discrepancy or problem reported by our customers.

· Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction. 

4.  Maintains Knowledge of Products and Resources Available. 

· Uses available resources to search for product specifications, discontinued and replacement products, SDS, instructions, etc.

· Maintains knowledge of various markets and products pertaining to each market.  

5. Communicates Information to Appropriate Individuals.

· Forwards requests to Pricing Agent for large quantities or for pricing of products not published.

· Communicates and transfers special or unusual requests to the appropriate Market Manager.

· Maintains acceptable communication skills with all co-workers and multiple departments throughout the company to resolve tasks.

6. Transfers Appropriate Calls to Technical Service Department as follows:  

· Recommendations for product selection including custom kit design.

· Questions regarding test procedures and results.

· Troubleshooting issues, meter malfunctions, repairs and requests for loaners. 

· Complaints on product performance.

· Inquiries about products not in catalogue or on computer.

7. Supervisor Communication

· Non-routine and unusual customer problems.

· Failure to meet customer commitments.

· System impediments or failure within LaMotte.

· Individual training requirements.

8. Standard Operating Procedures (SOP’s)

· Research and establish SOP’s for existing and new processes.

· Investigate alternatives to antiquated processes.

· Collaborate with team members for input and incremental changes on evolving processes.

Miscellaneous Duties: 

· Lean training and lean events such as kaizen or a 5-day event.

· 5-S program in the various departments assigned. 

· DMAICs. Continuously looks for ways to improve both departments and own individual efficiencies and time management, as well as ways to improve any aspe