International Customer Service Representative

Central Garden & Pet
vision insurance, parental leave, sick time, 401(k)
United States, Illinois, Schaumburg
1501 Woodfield Road (Show on map)
Sep 03, 2024
Description Are you looking for the next step in your career in customer service and account management working with international customers? Are you looking to join a hard-working, dynamic team that is dedicated to exceeding customer expectations? The Central Life Sciences (CLS) business unit of Central Garden & Pet is dedicated to improving the health, well-being, and the protection of companion animals, economic animals, plants, stored grains and the environment. We are currently seeking a Customer Service Representative to partner with our sales team to deliver superior customer service to his/her assigned international accounts. This career opportunity is based out of our Schaumburg, IL office. We work a hybrid schedule of Tu-Wed-Th in the office and Monday & Fridays from home. Please see our websites www.central.com and www.centrallifesciences.com for additional company information. KEY RESPONSIBILITIES Responsible for key account management for international customers from order receipt to dock, including post shipment care and metrics. Prepare customs invoices, documentation, boat and air shipment bookings. Coordinate requests for information, quotes for freight rates and technical data for customers. Monitor inventory requirements against customer order demand and provide customer notification late shipment/short shipment/pricing verification/product availability/ship date/arrive date. Investigate and resolve customer claims and complaints; maintain appropriate documentation trails. Communicate customer specific requirements for traffic and shipping. Coordinate on time delivery with freight forwarders. Insures export procedure and proof of delivery. Coordinates return authorizations with sales management. Manages claims for damage including credit and potential duty reimbursement. Actively involves finance members and senior management on changes to international account demand forecasts. Manage and resolve customer deductions, maintain documentation for finance. Create and update customer address book records; establish new customer profiles. Provide sales support, including: customer correspondence, open order reporting, inventory reporting, and customer call backs. Coordinates monthly performance measurements for key accounts. Participates in developing customer and department specific process improvements. Utilize troubleshooting and time management skills to exceed customer expectations. Serves as a change agent; actively demonstrates leadership qualities. QUALIFICATIONS Minimum five years complex customer service experience required with 2+ years supporting international customers Superior experience with SAP or ERP experience required (prior implementation experience a plus) and Microsoft Office Experience working with freight forwarders and international shipping documentation Manufacturing background strongly preferred Excellent decision making and priority setting Superior organizational ability and flexibility Strong customer orientation; participates in team culture Experience with quality-based management programs WORKING CONDITIONS This position is based in a quiet, professional (but not stuffy!), corporate office environment. We have a corporate casual dress code and host celebratory activities throughout the year! Our office is located within the Schaumburg Corporate Center, which offers many amenities including an on-site fitness center, convenience center, deli-style restaurant, dry cleaners, hair salon, and covered parking. BENEFITS PACKAGE & EMPLOYEE PROGRAMS Comprehensive Medical, Dental, and Vision Insurance Free Life and Disability Insurance Health and Dependent Care Flexible Spending Accounts 401k with 3% company match and annual employer discretionary contribution Paid vacation, holidays and sick time Employee Assistance Program Access to thousands of free online courses Discounts on cell phones, movie tickets, gym memberships, and more! Education Assistance (both college degrees and professional certifications) Referral Program with cash bonus Access to on-demand pay Paid parental leave Central Garden & Pet Company (NASDAQ: CENT) (NASDAQ: CENTA) understands that home is central to life and has proudly nurtured happy and healthy homes for over 40 years. With fiscal 2023 net sales of $3.3 billion, Central is on a mission to lead the future of the Pet and Garden industries. The Company's innovative and trusted products are dedicated to helping lawns grow greener, gardens bloom bigger, pets live healthier and communities grow stronger. Central is home to a leading portfolio of more than 65 high-quality brands including Amdro, Aqueon, Cadet, Farnam, Ferry-Morse, Four Paws, Kaytee, K&H, Nylabone and Pennington, strong manufacturing and distribution capabilities and a passionate, entrepreneurial growth culture. Central is based in Walnut Creek, California and has 6,700 employees across North America and Europe. Visit www.central.com to learn more. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by law. #LI-AM1