International Customer Service Manager - Columbia, MO

Job Overview

Lead, mentor, and supervise the International Customer Service team as they satisfy, transact, communicate and resolve business solutions with our international customers and sales organization.  Be the subject matter expert as it relates to managing our International business including but not limited to: Country of Origin application; import/export duties and tariffs; INCO terms; international quote and sales requirements; etc.  Continuously elevate the overall value proposition of the international customer service organization. This position will be a hybrid role with 3 days in the Centralia office each week.

A Day In The Life

• Improve the customers experience with HPS.  Create engaged customers and help facilitate growth.
• Manage and Monitor order entry process as defined in the company guidelines.
• Ensure review of purchase orders with certain requirements are adequately defined and documented; differences are resolved prior to order entry and HPS has the capability to meet contractual requirements.
• Discuss important quotations, significant purchase orders, returned goods requests and any other important transactions with Sales, and Product Groups.
• Review customer’s terms and conditions and resolve exceptions to the customer’s and HPS’s satisfaction.
• Interact with customers and garner feedback of HPS services, products, and processes.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Function as the primary training/coaching resource for the team and help to identify when additional training is required for members of the team. Evaluate individual and teamwork loads. 
• Approve Return Goods Authorizations, Warranties and Credits within established guidelines.
• Monitor customer deductions/returns and ensure department cycle time goals are met.
•  Work directly with Corporate Trade & Compliance related to issues of sanctioned parties, embargoed countries, etc.
• Ensure Customer Service, Sales and Business Units are updated and trained on Buy America/Buy American policy.
• Ensure Free Trade Agreements and Country of Origin Requests are provided in a timely manner
• Provide all required and country specific documentation required to conduct business with our foreign channel partners. Other department projects as assigned.

What will help you thrive in this role?

PHYSICAL REQUIREMENTS:  Ability to travel on domestic and international business-related trips; ability to communicate; ability to work on a personal computer or other related equipment as required

RECOMMENDED EDUCATIONAL BACKGROUND:  BA/BS in Business or Marketing related fields preferred. Minimum 5 years customer service experience and international customer service experience strongly preferred.

LEVEL OF DECISION MAKING:

Price Authorization within Established Guidelines.

Commercial Risk Authorization Within Established Guidelines

Shared/recommend decisions concerning Customer Service procedures and policies

Initiates and controls the order entry process.

Shared/recommend decisions concerning quotation proposals.

Helps to identify areas of training need.

Monitors workflow and communicate issues to CSM.  

Evaluate / perform annual review of subordinates

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Competencies