International Account Specialist Job

                                                              Job Description

Division : Bostik

Location:  Radnor, PA

Region:  USA

Job title:

International Account Specialist

Situation in organisation

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

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.