INTERNATIONAL CUSTOMER SERVICE MANAGER

Company: LAMOTTE CHEMICAL CO
Location: Chestertown
Posted on: May 16, 2022

Job Description:

Job DescriptionBasic Responsibilities: The International Customer Service Manager (ICSM) daily performs international sales and customer service functions. Assists the Sales team with client support and keeps staff informed of activities through frequent contact. Must be capable of performing all tasks assigned to International Sales Representatives and participate in placing and updating orders within company systems. Reports directly to Vice President of Marketing and Sales (VPMS). Qualifications/Job Requirements: Minimum of B.S./B.A. degree required. Three years or more of international business experience, as well as supervisory experience, preferred. Excellent communication skills and travel experience. Spanish fluency is preferred but not required. Must become familiar with key products, accounts, and core strategies for growth. Duties and Responsibilities: International Customer Service *1. Manages staff of two International Sales Representatives to provide excellent customer service to LaMotte's international distributors and customers. Utilizes marketing staff for product information and technical support. *2. Builds relationships with key customer accounts to improve sales penetration.*3. Tracks sales in assigned countries by product and key customers. Keeps VPMS informed of notable changes, events, and reasons for variances.*4. Contacts customers by email, telephone, or other forms to acknowledge orders or inquiries.*5. Follows up on order status in plant and keeps customers informed as needed. Coordinates special shipping needs with Shipping Department.*6. Runs weekly meetings with key stakeholders to communicate major issues and opportunities with international accounts. Reports all essential updates to VPMS and invites to meetings when needed. 7. Provides customers with proformas, giving resale terms and export service charges, for each order as needed in accordance with corporate policy and applicable U.S. laws.8. Enters orders into computer and oversees all shipment details: letters of credit, prepayment special invoices and critical dates. Coordinates special needs with Shipping Department.Distributor Support *9. Assists VPMS in developing a strong distributor network, including domestic exporters. Maintains data on active distributors and applicants pending.*10. Assists Sales team in coordinating distributor training and visits.11. Confirms staff logs all demo product shipments, and grants in kind for display materials to distributors for foreign exhibitions. Obtains approval for said materials from VPMS. 12. Refers new inquiries to in-country distributors and follows up on action plan.13. Liaises with Accounting department for credit approval, informs customers and files completed applications.14. Maintains a log of reagent labels sent to offshore manufacturing partners.15. Assists staff as needed when customer payments are forwarded to Accounting.Communication*16. Keeps VPMS advised of any issues requiring attention (e.g., customer requests, complaints or orders, competitor activity, regulatory changes, etc.)*17. Prepares quarterly summary of sales/order status for VPMS as assigned.*18. Maintains an effective working relationship with Technical Service, Customer Service, R&D, Production, Shipping and Finance Departments.Advertising and Promotion19. Provides input for catalogs and flyers and coordinates with domestic market managers. Suggests product literature modifications suitable for export markets and works with Creative Services to complete them.20. Follows up on inquiries or literature requests and selects appropriate form letter for response.21. Assists with planning and attendance at trade shows. Liaises with VPMS and others when a distributor requests assistance for a foreign trade show. Miscellaneous1. Participates in lean activities, including but not limited to: a. Lean training and lean events such as kaizen or a 5-day event. b. 5-S program in International Sales or other areas assigned. c. DMAICs. Continuously looks for ways to improve both the department's and own individual efficiencies and time management, as well as ways to improve any aspect of the Company's operations accordingly.2. Notifies Supervisor of any work, safety, personnel problems, etc. and cooperates in resolving such issues as well. For example, requests assistance when systems prevent the efficient performance of duties or when a system fails. 3. Provides Supervisor with feedback to determine where additional training would be necessary. (Improves job skills through self-improvement, and company and appropriate external training programs.4. Assists in other department activities as needed. 5. Complies with all Company policies (i.e., personnel, safety, etc.).6. Maintains Attendance Calendar and ADP records for International Sales staff. 7. Performs other duties as assigned. (Such duties may or may not be essential functions of the job.)* denotes essential function of the job Environmental/Physical Factors: Works indoors in temperature-controlled environment. No significant exertion required. Primarily sits at desk and works on computer and talks on telephone; however, walks to other work areas, meetings, etc. as needed. Travels domestically and internationally, as needed.

Keywords: LAMOTTE CHEMICAL CO, Baltimore , INTERNATIONAL CUSTOMER SERVICE MANAGER, Hospitality & Tourism , Chestertown, Maryland