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Customer Service Coord - International I in Fort Myers, FL ,  at Arthrex

Date Posted: 4/12/2019

Job Snapshot

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  • Job Type:
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    Not Specified
  • Date Posted:

Job Description

Requisition ID:
Customer Service Coord - International I
Arthrex, Inc.  
Fort Myers, FL

Main Objective:

Provides contact and communications with International customers to assure that customer needs are addressed and problems are investigated and resolved.

Essential Duties and Responsibilities:

  1. Processes sales orders with quality and efficiency from receipt to shipment of goods.  Also responsible for problem solving order discrepancies for assigned accounts.  Assigned accounts will vary depending on skill level of employee.
  2. Monitor, organize and resolve all International customer emails daily. Communicates all appropriate updates to International customers via email and phone.
  3. Keeps records and communicates shipment advance notifications of international transactions of Exports, Imports, Complaint/ Returns, and Freight Forwarding, etc.
  4. Responsible for proper identification of order acknowledgements and confirmations either fax or email through SAP order management. This includes informing customers of backorders and all other pertinent order details.
  5. Follows Global Trade standard operating procedures set for international government regulations/processes.
  6. Liaises with other internal departments such as: Operations, Sales, Global trade, Supply Chain, Regulatory, Product Surveillance, Marketing and Inventory to resolve export compliance failures, report quality issues, provide freight estimates, and facilitate the proper flow of information between the business and the customer.  Also, escalates potential concerns for investigation.
  7. Provides quotes for products as requested for assigned customers.
  8. Ensures pricing is accurate in sales order and reports discrepancies to the pricing analyst.
  9. Solves order issues with the customer regarding availability, special payment terms and delivery.
  10. Interprets information on sales promotions, discounts by entering updates in ERP system.
  11. Analyzes Backorders, determines appropriate ship quantity and transmits to warehouse for shipping in a timely manner to meet shipping, picking and Global Trade deadlines.

Incidental Duties:

The above statements describe the general nature and level of work being performed in this job.  They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned, as required, by management

Education and Experience:

  • High school diploma or equivalent required.
  • Minimum 3 years customer service experience in a multi-cultural environment required.
  • Order processing and SAP experience preferred.

Knowledge and Skill Requirements/ Specialized Courses and/or Training:

Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Good phone skills and data entry skills with low error rate in addition to the ability to multitask. Market specific language and cross cultural communication skills preferred.

Machine, Tools and/or Equipment Skills:

Microsoft Word, Excel, Outlook, Power Point and internet research tools preferred.

Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills

Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills:

Candidate must have the ability to comprehend and communicate in English.  Spanish or Portuguese may be required depending on customer assignment. Regarding these languages, Candidate must have the ability to verbally communicate ideas and issues effectively to other team members, management, and outside customers in writing and orally. 

Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability to verbally communicate ideas clearly and effectively to convey information to other team members and management.  Ability to write and record data and information as required by procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.