International Customer Service Specialist

East Bay, CA | Direct Hire

Post Date: 02/01/2016 Job ID: 11016 Industry: Consumer

 -         Addressing International Customer Service Issues

o   Address all queries regarding repair/service requests

§  Taking and entering Return Orders (RO) into our company's ERP system

§  Ensuring Shipment of requested units

§  Ensuring Return of defective units

-         Collaborating with IQA/Service in processing RMA’s and Debit Memo’s with respective Suppliers

§  Following up with respective Customers to ensure satisfactory execution of an RO

§  Monthly Reporting of RO’s

-         Defect Parado

-         Number of Warranty and Non-Warranty repairs executed

-         Number of days to Service an RO

-         Proactively Pursue Solutions to Customer Service Issues

o   Acquire historical perspective and data in arriving to a proposed solution

o   Learn and understand Customer Order History

o   Collaborate with respective internal personnel to be able to respond to Customer queries

§  Interpret and translate to the Customer, in an cohesive, concise and professional manner, what information was attained internally

-         Spare Parts  Planning, Maintenance and Order Fulfillment

o   Plan Spare parts requirements at all our company warehouse locations

o   Maintain minimum stocking requirements at respective locations at all times

o   Place orders to fulfill stocking requirements

o   Update and Review Spare Parts “Dashboard” weekly

o   Make decisions or recommendations to efficiently and effectively maintain inventory levels

-         Create, Advise and Document International Customer Service Policy

o   Document International Customer Service process

o   Collaborate and write relative Policy to support effective International Customer Service

o   Review written policy and attain Management approval

o   Submit any written Documents through Document Control and to ARENA

o   Disseminate all policies and procedures to all relevant parties



The Candidate must:

1)      Have 2 years of Commodity Planning experience

a.       Experience with off-shore suppliers

2)      Strong knowledge of International Shipping

3)      Have strong written communication skills

a.       Demonstrated ability to professionally, effectively and efficiently communicate internally and with Customers via e-mail

b.      MS Excel with a knowledge of Graphs, Concatenated formulas, Pivot and vLookup Tables

c.       MS Word with a knowledge of edit and formatting functionality

d.      MS Visio with basic knowledge of creating a flow chart

4)      Have working knowledge of Document Control

5)      Preferred Experience in:

a.       Customer Service

b.      Supply Chain Fundamentals

c.       ISO Compliance

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