International Account Specialist Job

International Account Specialist

Situation in organization

The Customer Service team reports the Senior Manager of Customer Service for Bostik.  This position reports directly to the Customer Service Senior Manager.  

Job dimensions

This position is responsible for the International Sales and/or Purchase Order Management process, customer satisfaction (internal and external), support, account reconciliation, and supporting the revenue stream of Bostik.  Working in a customer service team, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Bostik departments.   This position operates in a highly regulated international environment.

Activities

50% Import/Export/Order Management:  The incumbent is responsible for all order management activities for international orders. Export Order management will include a group of customers (internal and external) segmented by market or global region.  Import activity includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers. 

Export:  Responsible for:

Accurate sales order entry
Providing complete and correct Shipper Letter of Instruction (SLI) information to Bostik’s Forwarder for booking, US Customs, and document distribution
Ensuring all Export orders received are entered & acknowledged within 48 hours of receipt
Accurate & timely SAP Customer Master record maintenance
Arranging logistics and transportation
Providing costs of transportation as part of the pricing equation for international sales
Consistent use of the Bostik document distribution process for export documents to Bostik’s Forwarder. 
Using custom SAP reports to track & report the progress of booking requests, shipping, sailing, and document distribution to customers.
Communicating and update order status to internal & external parties.

Import:  Responsible for:

Issuing purchase orders to foreign suppliers, and communicating requirements for importation of goods into the United States
Maintaining required documentation and update import order information for stock requirements used by production facilities and/or domestic sales. 
Submission of ISF10+2 to USCPB maintaining compliance at or above the national average.
Completing audits of import to ensure compliance
Export & Import: Responsible for:

Investigating, approving, documenting, and paying charges through the use of Shipment Cost Documents. 
Maintaining up-to-date and accurate files and complete audits for import and export shipments as required by Arkema Import Self-Assessment status with US Customs and Border Protection.
Consistently executing transactions and understands Import/Export processes.  
20% resolving issues:  Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed.  Ability to enter and close complaints in each BU's specific complaint system within established service level. Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process.  Continually work with internal and external parties to avoid or reduce the impact of issues as a result of rolled booking, port demurrage, additional charges, etc.

10% Data Management :  Maintain and update data including customer master data, pricing master data (based on pricing agreed to by commercial team), and pricing data in sales orders. 

10% Training: Actively participate in all required training in the proper time frame for learning new processes, reports, process changes. Apply learnings and concepts in daily activities.  Training includes product training, process training, etc., and, periodic mandatory regulatory training, required to hold this position.  Responsible to keep up personal ISO training records.

10% Additional Activities:    Identify the need for new ISO Procedures; make recommendations for revisions.  Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include; inside sales, import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, etc.), master data maintenance (e.g. pricing).    Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.

20% resolving issues:  Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed.  Ability to enter and close complaints in each BU's specific complaint system within established service level. Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process.  Continually work with internal and external parties to avoid or reduce the impact of issues as a result of rolled booking, port demurrage, additional charges, etc.

10% Data Management:  Maintain and update data including customer master data, pricing master data (based on pricing agreed to by commercial team), and pricing data in sales orders. 

10% Training: Actively participate in all required training in the proper time frame for learning new processes, reports, process changes. Apply learnings and concepts in daily activities.  Training includes product training, process training, etc., and, periodic mandatory regulatory training, required to hold this position.  Responsible to keep up personal ISO training records.

10% Additional Activities:    Identify the need for new ISO Procedures; make recommendations for revisions.  Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include; inside sales, import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, etc.), master data maintenance (e.g. pricing).    Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.

Context and environment

Daily functions are conducted in accordance with Bostik Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.
Supports the site HES policy and complies with all regulatory and internal requirements.
Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)
Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents
Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Bostik Code of Ethics/Conduct. Trusted to act in accordance with US Customs & Border protection regulations, international regulatory parties, and on behalf of Bostik to protect the company’s interest in international transactions.
 
Qualifications / experience required

Bachelor’s Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.
3 to 5 with Bachelor's degree or 6+ years of relevant customer service experience without Bachelor's degree.  In both cases, minimum 2 years of international experience (50% or more of job is international order management),  3-6 years of experience in a customer service or other customer facing role.
CCS (Customs certification) preferred.
Intermediate skills in Microsoft applications: Word, Excel and Power Point.  
Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills
Customer Order processing in an enterprise system, SAP is strongly preferred.
Knowledgeable in and consistent use of Incoterms 2010 is required.
Experienced Customer Service Professional who possesses skills to quickly gain the confidence of peers, staff and customers.   Easily navigates relationships and is very trustworthy.    Creates a relationship with customers (internal & external), possesses appropriate business knowledge and can offers solutions to issues within business specific limits. Works with many staff departments and forwarder/broker for import and export activities.  Consistently communicates effectively, verbally and in writing, and is able to identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios.  Communicates with foreign affiliates, customers, and suppliers for desired results in a multi-cultural environment.  Well versed in international terminology and proper use of such terminology, including of parties involved in international transactions, Broker/Forwarder/Notify Parties/Consignee/Steamship Line/NVOCC/consolidator/etc. Understands the role of each party in the international processes.  Typically sought out for information from the team, business, and customers regarding process questions and product delivery.  Must be able to multi-task and work efficiently through more complex processes.  
Strong knowledge of SAP/ERP Master Data, has demonstrated knowledge of the export/import order processes and key fields for expected results, Available to Promise (ATP), etc.  Familiar with and uses resources appropriately when researching issues, foreign regulation changes, etc. 
Exercises good judgment more autonomously on all tasks by evaluating the impact of decisions on customers and the organization.  Seeks counsel of Team Lead and others for more difficult or complex situations. Consults on the appropriate use of Incoterms 2010.  Reviews E-mails, purchase orders, letters of credit, for potential discrepancies and understands Bostik‘s ability to deliver based on the requests.  Strong analytical skillset and ability to act upon issues, proposing the best solution to international shipping issues.  Determines solutions which are in the best interest of Arkema Inc.  Internal candidates must possess strong knowledge of BU's business and technical knowledge / functional knowledge in the area of responsibility.  External candidates must be able to demonstrate career progression across international order management disciplines within an ERP System (breadth, complexity, etc.).