Role Overview:
The Senior Specialist, Export processes orders and supports international export accounts in Latin America/Canada for both internal and external customers by serving as the subject matter expert for the Export team. The role provides exceptional customer service by satisfying any specific customer requirements and ensuring the timely release of shipments and arrivals to final destinations. Orders are processed in SAP by reviewing inventory availability, keeping close communication and follow-up with internal and external stakeholders.This role prepares complete and accurate export documentation, complying with US Customs export laws and internal controls. The position reports on key metrics and participates in departmental planning as well as any system/process enhancements. The Senior Specialist, Export ensures that import/export operations are executed as per required specifications, reviewing the appropriate SOPs as needed, and keeping the management team informed of any issues. This role will serve as a team member coach for the export specialists, including, but not limited to direct training, as well as serving as a supportive partner in handling issue escalations.
Duties & Responsibilities:
Order Processing & Administration
-
Process orders for export accounts in Latin America/Canada, including but not limited to the following tasks: accurate order entry, preparation of export documentation, coordinating shipments with warehouses, forwarding agents, processing returns/claims/adjustments, and providing proof of deliveries
-
Ensure that orders are allocated and processed on a timely manner upon allocation approvals and receipt of payment
-
Research and resolve customer and supplier issues
-
Partner internally with Finance teams to resolve credit issues or tax exemption guidance
-
Create and oversee billings for direct shipments from Brother factories to customers
-
Submit requests for credit and debit for shipment errors
-
Work with Technical Support on any overseas Quality Inspection shipment (QI order) and Customer Service for training machines/accessories to the overseas call centers
-
Collaborate with National Operations team on Shipment Incident Reports to identify root cause
-
Provide training and support to export specialists and team as needed
Customer Service/Communication
-
Perform daily communication with internal and external stakeholders (e.g. customers, sales reps, warehouses, forwarding agents, internal departments) and maintain a strong relationship with customer accounts
-
Ensure communications are provided to customers in a timely fashion including but not limited to weekly back-order availability and export documentation
-
Provide excellent customer service, ensuring that all inquiries are satisfactorily resolved in a timely fashion and escalating issues when necessary
-
Create a professional & trusting partnership with customers
-
Respond to inquiries within 24 hours of receipt
-
Monitor new orders via Outlook email mailbox
-
Handle the release of export warranty orders
-
Follow export Standard Operating Procedure (SOP) for subsequent processing
-
Participate in monthly and quarterly conference calls with the subsidiaries and customers
-
Partner with business units to understand the needs of the customer and maintain a strong relationship with customer accounts
Documentation
-
Ensure compliance with foreign regulations governing the shipment, receipt, and documentation of imported/exported products
-
Evaluate that all necessary documentation is placed in the appropriate order file, including but not limited to warehouse receipts, air waybills, ocean bills of lading, invoices for freight expenses, and other related correspondence
-
Maintain well-organized files for easy review; attach customer's PO, shipping instructions and any other communication regarding SAP orders
Reporting
-
Create, review, and provide reporting on key metrics
-
Generate reports constantly to monitor open and back-orders statuses
-
Work with management to review existing processes and provide insight into improvements/changes
-
Additional reporting as assigned
Experience & Qualifications:
Education
-
Associate's Degree Business, Logistics, Supply Chain, or related field - preferred
-
High School Diploma (or G.E.D.)
Experience
-
Minimum 5 years Providing customer service via email, chat and/or telephone line -International Import/Export role in an Order Management and/or Supply Chain environment
Languages
-
Spanish Strongly preferred
-
Portuguese preferred
Software/Technical Skills
-
Microsoft Office (Word, Outlook, Excel, PowerPoint)
-
SAP - (OMS) Order Management Services Module
-
Knowledge of Incoterms and their application in Supply Chain Management
Other Skills/Knowledge/Abilities
-
Ability to problem solve and understand data
-
Ability to stay accurate, organized, and detail-oriented when handling multiple projects
-
Excellent customer service & communication skills (verbal & written)
-
Strong ability to prioritize and follow-up as needed with relevant parties for customer resolution
-
Ability to work extended hours, if needed
Additional Details for This Role:
This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid
Base Salary
-
The targeted base salary range for this position is $27.00 - $33.00 hourly.
-
Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.
-
The base salary accounts for the entirety of the on-target earnings for this role. No additional incentives or variable pay are applicable.
