INTERNATIONAL CUSTOMER SERVICE MANAGER
Company: LAMOTTE CHEMICAL CO
Location: Chestertown
Posted on: May 16, 2022
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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
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