Global Order Specialist

Company Name:
Salary period: Annual
Additional classifications: Logistics, Manufacturing and Production
Job Description
Global Order Specialist
This order processing/customer service position will use MAS90, Microsoft Office and other tools to quickly and accurately fulfil customer orders from around the world.
These orders can be submitted via website, phone, email or fax. This person must be able to perform the following:
Key Responsibilities:
Enter orders quickly and generate accurate documentation for customer acknowledgement, in-house production, warehouse and shipping purposes Communicate with customers via phone and email Communicate clearly with a global customer base, especially with non-native English speakers Understand customer requests and address all customer questions appropriately Convey information professionally in all written communication Provide customers with pricing and production lead times on products Obtain freight quotes and calculate handling charges Follow work prioritization requirements and manage competing tasks Maintain thorough documentation with every order Determine the appropriate means of shipment (ie fast delivery, cost effective) and best shipping warehouse Provide timely and accurate information about what's been shipped to customers and distributors (ie lead time, tracking information) Coordinate inter-office shipments and order fulfillment with three international warehouses Generate RMA (return merchandise authorization) forms for customers to return goods Act as the backup to the receptionist - answering phone calls, direct customers to appropriate departments Perform other duties as directed by supervisor
Personal Characteristics
Has a sense of urgency and an ability to multi-task Brings a professional, friendly, non-confrontational, enthusiastic and upbeat demeanor to work every day Comfortable learning new processes and regulations, easily adapts to change and procedure improvement Does not procrastinate in handling difficult issues, but tackles them head-on Is well-organized and pays attention to details Is able to understand customer requests and respond appropriately Is polished, polite and professional on the telephone Able to decipher the right course of action given a situation out of the norm Has a practical, common sense way of doing things Able to identify when a customer is dissatisfied and take appropriate steps to rectify the issue Willing to report improvement suggestions/problems to management Openly admits mistakes so others can learn from them Is ethical and honest in every aspect of job performance Desire to be part of a fast-paced/continuous improvement team
2-5 years customer service experience required; order fulfillment/processing experience preferred Experience with servicing a global customer base preferred, especially with non-native English speakers Experience in Microsoft Word, Outlook and Excel required; experience in Sage MAS 90 preferred Experience in export documentation and shipping preferred Demonstrated history of strong verbal and written communication skills; writing sample required Minimum KSPM (Alpha-numeric): 130

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