- 194932 - Customer Service - Account Specialist
- Remote Work
- King of Prussia
- $30.08 to $36.84 DOE
- 6 mos
- Chipton-Ross is seeking a Customer Service - Account Specialist for an opening in King of Prussia, PA.
This position is responsible for the International Sales and/or Purchase Order Management process, customer satisfaction (internal and external), support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Working in a customer service team of X people, interfacing with xx plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments. This position operates in a highly regulated international environment.
65% - 70% Import/Export/Order Management:
The incumbent is responsible for all order management activities for international orders. International orders (excluding Canada) exceeds 50% of total orders managed in this role. Export Order management will include a group of customers segmented by market or global region. Import activity includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers.
Responsible for accurate sales order entry, complete and correct Shipper Letter of Instruction (SLI) information will be provided to the client's Forwarder for booking, US Customs, and document distribution. Ensures all Export orders received are entered & acknowledged within 48 hours of receipt. Accurate & timely SAP Customer Master record maintenance. Provide costs of transportation as part of the pricing equation for international sales. Consistent use of the Arkema document distribution process for export documents to Arkema's Forwarder. Use custom SAP reports to track & report the progress of booking requests, shipping, sailing, and document distribution to customers. Communicate and update order status to internal & external parties. Import: Issue purchase orders to foreign suppliers, and communicate requirements for importation of goods into the United States. Maintain required documentation and update import order information for stock requirements used by production facilities and/or domestic sales. Submission of ISF10+2 to USCPB maintaining compliance at or above the national average.
Export & Import:
Investigate, approve, document, and pay charges through the use of Shipment Cost Documents. Maintain up-to-date and accurate files and complete audits for import and export shipments as required by client Import Self-Assessment status with US Customs and Border Protection. Consistently executes transactions and understands Import/Export processes.
10%- 20% resolving issues: Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed. Ability to enter and close complaints in each BU's specific complaint system within established service level. Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process. Continually work with internal and external parties to avoid or reduce the impact of issues as a result of rolled booking, port demurrage, additional charges, etc.
5% - 10% Training: Actively participate in all required training in the proper time frame for learning new processes, reports, process changes. Apply learnings and concepts in daily activities. Training includes product training, process training, etc., and, periodic mandatory regulatory training, required to hold this position. Responsible to keep up personal ISO training records.
5% 10% Additional Activities: Identify the need for new ISO Procedures; make recommendations for revisions. Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include; inside sales, import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, etc.). Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.
The Client's Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s). Daily functions are conducted in accordance with client Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others. Supports the site HES policy and complies with all regulatory and internal requirements. Participates in HES activities provided by site management and the client (e.g., Behavioral Base Safety, SafeStart, etc.) Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents. Trusted to operate within any general customer service compliance guidelines and within the guidelines of the client Code of Ethics/Conduct. Trusted to act in accordance with US Customs & Border protection regulations, international regulatory parties, and on behalf of the client to protect the company's interest in international transactions.
3 to 5 with Bachelor's degree or 6+ years of relevant customer service experience without Bachelor's degree. In both cases, minimum 2 years of international experience (50% or more of job is international order management), 3-6 years of experience in a customer service or other customer facing role. Intermediate skills in Microsoft applications: Word, Excel and Power Point. Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills. Customer Order processing in an enterprise system, SAP is strongly preferred. Knowledgeable in and consistent use of Incoterms 2010 is required. Specifically, we need a resource with experience in “standard” CS activities but also, must have import/export knowledge as well. This would be a shared, rotating, resource who would be a “utility” resource, supporting various (and multiple) business units as needed.
Experienced Customer Service Professional who possesses skills to quickly gain the confidence of peers, staff and customers. Easily navigates relationships and is very trustworthy. Creates a relationship with customers (internal & external), possesses appropriate business knowledge and can offers solutions to issues within business specific limits. Works with many staff departments and forwarder/broker for import and export activities. Consistently communicates effectively, verbally and in writing, and is able to identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios. Communicates with foreign affiliates, customers, and suppliers for desired results in a multi-cultural environment. Well versed in international terminology and proper use of such terminology, including of parties involved in international transactions, Broker/Forwarder/Notify Parties/Consignee/Steamship Line/NVOCC/consolidator/etc. Understands the role of each party in the international processes. Typically sought out for information from the team, business, and customers regarding process questions and product delivery. Must be able to multi-task and work efficiently through more complex processes. Strong knowledge of SAP/ERP Master Data, has demonstrated knowledge of the export/import order processes and key fields for expected results, Available to Promise (ATP), etc. Familiar with and uses resources appropriately when researching issues, foreign regulation changes, etc. Exercises good judgment more autonomously on all tasks by evaluating the impact of decisions on customers and the organization. Seeks counsel of Tea
Employment will be contingent on clearing a drug screen and background check. Both must clear prior to start date.
420 Culver Boulevard
Playa Del Rey, CA 90293
Phone: (310) 414-7800 x307 or (800) 927-9318 x307
Candidates responding to this posting must currently possess the eligibility to work in the United States. No third parties please.
Employment will be contingent on candidate clearing pre-employment drug screen and background check.
Chipton-Ross provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, protected veteran status, genetic information, or any other characteristic protected by Federal, State or local law. This policy governs all areas of employment at Chipton-Ross, including recruiting, hiring, training, assignment, promotions, compensation, benefits, discipline, and terminations.