Cambro Manufacturing
Job Description
Job Title:International Account Associate (Coordinator)
Job Code:CSRSPV
DOT Code:239137014
Employee Name:
Division:
Department:
Location:Skylab
Shift:1st
Reports To:International Customer Service Supervisor
Prepared By:Paulina Divinova
Prepared Date:06/12/2014
Salary Level:
Approved By:
Approved Date:
FLSA Status:Non-Exempt
SUMMARY
The International Account Associate will act as the primary point-of contact for assigned customer accounts worldwide, manage customer’s orders from start to finish, process and expedite orders received by email or customer web and assist and support International Sales Managers in business development worldwide.
The International Account Associateis expected to consistently provide excellent customer service to customers as well as represent customer needs and work toward department’s goal. Consistently demonstrates ability to successfully handle problems whenever challenges or concerns arise.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Handles daily order processing, keeping track on samples, replacement,customized and show orders.
Monitors production status to facilitate order flow and expedition of shipments.
Obtains international freight quotations for door-to-door or door-to-port shipments, air or ocean, when requested by customer.
Builds and arranges container and air shipments, works with freight forwarders to maximize efficiencies while lowering costs and improving deliverables.
Prepares and verifiesexport documentation for each shipment to meet customs requirements, packing declarations and compliance with U.S. and overseas countries regulations.
Understands the language of International Business, including Letter of Credit, Proforma, CAD’s (Cash Against Documents), Certificate of Origin and Export freight terms.
Understands compliance requirements of the International Markets and potential impact to our customer.
Monitors and follows up on status and requested delivery dates on number of orders to meet delivery deadlines.
Responds to customer requests and inquiries, communicates with customers on status of orders, productions delays,provides updates and ship dates in timely manner.
Ensures that customer’s issues are dealt with in an efficient manner, informing Supervisor of any problem or delay that may arise.
Identifies opportunities for improvement and corrective action plans to eliminate costs from occurring in the future.
Supports and participates in the Management Operating System to drive on-time performance, manage customer expectations and improve customer satisfaction and growth opportunities.
Follows established processes andpriorities, expected to evaluate and respond to new situations requiring immediate attention.
Coordinates efforts and reports relative customer activities to International Sales Managers.
Updates key members of each account on current and future issues and potential future obstacles with each project.
HelpsInternational Sales Managers with training international accounts on products, company policies, order and shipping procedures.
Assists International Sales Team with various functions as setting up new accounts, updating customer files as necessary, providing customer quotes and verifying customer pricing.
Assists Regional Sales Managers with trade show orders and ensures delivery on time.
Provides and assists sales managers with creating sales and product reports when needed.
Works closely with Production/Planning Departments to ensure production schedules are met to satisfy customers required delivery dates.
Works with Quality Department and follows up on outstanding credits, returns and warranty issues.
Facilitates requests for pricing and quotes between the customer and the pricing group.
Works with accounting to help resolve credit, invoice issues and account status issues.
Coordinates special shipping instructions with Shipping Department to ensure customer delivery deadlines are met.
Supports Cambro Sales Managers and Sales Reps abroad and works closely with VP of International Sales to help to accomplish company’s goals.
Works well with colleagues at all levels and consistently contributes to a positive work environment.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor’s degree or equivalent and/or training; or equivalent combination of education and international experience.
Basic knowledge of Import and Export Compliance Laws, Incoterms and Harmonized Tariff Codes.
Knowledge of metric system, foreign currencies.
LANGUAGE SKILLS
Excellent verbal and written skills for telephone and email communication. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Excellent Spanish speaking and written skills required.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
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OTHER SKILLS AND ABILITIES
Ability to work well under strict deadlines.
Must have ability to prioritize and juggle multiple tasks and excellent follow through and follow-up on work assignments.
High degree of initiative, enthusiasm and decision making skills
Ability to create strong relationships with customer accounts
Superior attention to detail, ability to communicate effectively with various cultures and co-workers.
Strong organizational and analytical abilities are necessary
Ability to work well independently with minimal supervision, as well as part of the team
Well rounded knowledge base of MS Office computer applications (Word, Excel, Power Point)
AS400 knowledge a plus
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually quiet.