International Customer Service Representative

Valdese Weavers is a 100% employee-owned (ESOP) company and has been in business for over 100 years. As one of the largest woven textile mills in the world, Valdese Weavers designs and manufactures residential and contract grade fabrics for furniture manufacturers, fabric distributors, and large retailers.

We are looking for candidates who want to join our team and create long-term value in the area of sustainable textile solutions. If you are interested in the creation of new yarn products and continuous improvement, we want to hear from you!

Essential Functions:

• Work closely with sales staff on special orders and delivery.
• Enter all customer orders using the Order Entry System, making sure all orders have correct information such as prices, finish, charges, special shipping instructions, customer account number, name, telephone number, and any special delivery information.
• Follow up on delivery information to make sure all deadlines are met.
• Maintain all customer correspondence such as acknowledgments, address changes, customer contacts, email addresses, etc.
• Maintain customer-specific files for the price, discounts, finishes, piece sizes, and weight tables.
• Manage internal logistics of all market orders, dealer floor samples, and books. Follow up and ensure that these orders are managed through all systems and departments as promised to the customer.
• Keep shipping instructions up to date in SAP and review with shipping as necessary.
• Generate or fill in customer-specific open order reports as required.
• Update and maintain information in the customer portal as required
• Work closely with the Credit Department as it relates to releases and orders on credit hold as items become ready to ship..
• Research Proof of Delivery for goods not received by the customer. Notify customer and advise of status when POD is received.
• Send copies of POD to Accounting. File claims with carriers for lost or damaged material. Send to Accounting.
• Direct all requests for RAs and credits to QC Department.
• Review and assist in maintaining ISO documents for the department
• Assist with handling other related duties and/or projects as requested or required.
• Ability to stay calm when customers are stressed or upset.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Maintain customer portal websites for purchase orders, shipments, and correspondence.
• Enter customer orders for manufacturing in Vietnam. Follow up on deliveries and shipments.
• Manage international orders shipping from US. Handle all communication with customers for orders and shipment details.
• Work with our VIP team for accurate delivery dates and communication with customers.

Safety:

• Perform all duties in a safe manner following guidelines established by Valdese Weavers.
• Report all job-related injuries and safety hazards to the supervisor immediately.
• Actively participate in safety programs that identify, investigate, and correct safety hazards.