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Form of workJob Description
You will be required to be in the Elk Grove Village, IL office for training. Once you have completed your training you will go into a hybrid schedule which is:
Hours are 8:00 am – 5:00 pm with 1 hr for lunch
Hybrid is 3 days in office (Tues & Wed are mandatory) , 2 days remote
Primarily responsible for answering calls, analyzing, and responding to customers inquiries, managing the export order process from the acceptance of an order through delivery and handle complaints and returns. Having alot of external contact with customers as well as Sales, Marketing, Shipping, and Accounting department.
ESSENTIAL DUTIES AND RESPONSIBILITIES. • Receives and accurately enters export orders in accordance with standard procedure. • Confirms and verifies order information, including pricing, product description and item numbers, Incoterms, freight terms, payment and credit terms, shipping method and notes, and proper warehouse routing. • Resolves customer order discrepancies via email and phone clearly outlining the action required by the customer, requesting a revised Purchase Order with the updated changes, and following up daily until resolved. • Manage export key account orders and coordination. • May prepare cut off reports for key accounts • Coordinate with the credit department to resolve orders in credit review. • Coordinate with the planning department on material availability for export orders. • Coordinate with internal departments to ensure export orders ship on time, advising customers of delay. • Documents all appropriate customer emails in CRM system. • Answers phone calls, documenting all customer calls in the CRM system. • Coordinate with Shipping and Logistics departments to provide freight quotes. • Generate required export documentation for all shipments, in compliance with customs. • Prepares export report. • Respond to customer inquiries for product availability and delivery, product technical information, samples, literature, MSDS and product characteristics. • Listen, document, and resolve customer complaints. Must have proactive approach to problem solving and be able and willing to apologize and correct mistakes. • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. Issues case and documents information in CARS system as appropriate. • Processes return goods requests and issue RMA or credit per proper procedure, excluding eCommerce. • Provides backup support to Domestic Order Management Specialists by responding eCommerce inquiries. • Investigate and processes short payments/debits according to procedure and issue credits and rebills when appropriate. Excludes domestic key account customers who have special credit procedures. • Must maintain a high level of professionalism and present the organization in the best light possible. 2 • Scan, file, and organize documents. Attach shipping lists and Bills of Lading to orders in ERP system.
Great opportunity for the candidate who wants Hybrid work environment and growth with a great company! If interested please submit your resume for immediate consideration. These positions will go fast.
