HIRING
CONTRACT CUSTOMER SERVICES REPRESENTATIVES
IN WILMINGTON, DE!
PLEASE NOTE-ONLY CANDIDATES WITH SAP WILL BE CONTACTED! MS OFFICE SKILLS TESTING REQUIRED PRIOR TO SUBMISSION!
Please send resumes to Leslie.Brannon@onboardusa.com. Reference JOB ID # 10010
Position Overview:
Become the liaison to promote and monitor Functional Excellence of the International Customer Service Representative (ICR) position. Provide export customer service according to the needs of the Business and Customers. Provide the Continuous Improvement of the Quality Process by working on Best Practices, Training, and Auditing.
Customer Service Rep must obtain a thorough working knowledge of the export/import system and all applicable policies and procedures. Experience in systems, order entry, country requirements, pricing, documentation and invoicing is required. A thorough understanding of the Quality System and multi-business experience is preferred. This position offers the incumbents the opportunity to become proficient in many areas including various instances of SAP-R3. The CSRs have the opportunity to learn and work in multiple businesses. This position will work with all levels of SBUs including, but not limited to, demand and supply planners, market segments, other customer service reps, U.S. plant sites, warehouses, regional contacts, freight forwarders, carriers, and financial contacts to meet customers’ needs while maintaining quality standards. Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, rebate processing and monitoring sales orders through the order fulfillment process.
This position will require a thorough understanding of and become actively involved in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.
Additional responsibilities will vary across Business Units. Some of these additional responsibilities are: resolution of invoice discrepancies and deductions, sample processing, attending S&OP meetings.
MININMUM SKILLS REQUIRED:
- Demonstrated proficiency as a Customer Service Representative and/or International Customer Service Representative.
- This position requires an ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers, Businesses, Distributors and Subsidiaries.
- Ability to identify areas for improvement and implement change.
- Excellent phone communications and interpersonal skills with multiple functional groups including CSRs, Manufacturing, Supply Chain, Product Management, Sales and Marketing, Finance, Warehouse and Transportation personnel as well as external customer contacts.
- Working knowledge of SAP-R3 preferred.
- Previous knowledge of the Sales to Cash(STC)/Requisition to Pay (RTP) process is preferred.
- Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, and Word).
- Salesforce.com experience is a plus.
- Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management
- Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment
- Must possess excellent organization skills to provide accurate follow-up, understand inventory management, have the ability to understand the strategic direction of any Business Unit to which they provide customer service support and translate that strategic direction into tactics with their assigned customers.
- Bi-lingual or Multi-lingual a plus.
ADDITIONAL INFORMATION:
- Some travel may be required
- High School Diploma required
- Bachelor’s degree in business strongly preferred
- SAP experience required & Salesforce experience highly preferred
- Experience in servicing international customers strongly preferred!
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