Customer Experience Agent assisting customers across Europe with their inquiries on vintage items sales. This role manages high volumes of customer communication and resolves complaints empathetically.
About the role
- Customer Service Representative at JMA helping customers with 5G solutions and shipments. Role requires collaboration across teams in a dynamic and supportive environment.
Responsibilities
- Help customers get the solutions they need be it materials and/or services
- Expert in international custom clearance issues
- Manage and facilitate attested invoices and Certificates of Origin, Letters of Credit and/or other instruments of International trade. (Works with bank, Chamber of Commerce and logistics teams coordinating paperwork and execution of tasks associated with the L/C or other)
- Interact extensively with internal and external customers to clarify their needs, set clear expectations
- Provide quotes and product lead times
- Take customer and intercompany orders and process in ERP system
- Responding to customer enquiries through email
- Provide post order service, including billing support and returns
- Handling complex requests and product complaints
- Processing credits for product defects or customer satisfaction
- Providing support to Account Managers, Field Sales Reps, Application Engineers and internal customers
- Coordinate international shipments, including quoting rates, coordinate pickup and returns with freight forwarder and customer
- Denied parties screening, preparing commercial invoices
- General office management and filing
Requirements
- Bachelor degree or equivalent experience in international customer service and import / export shipment
- Excellent listening skills and problem-solving skills relative to customer inquiries
- A commitment to consistently exceed the customer's expectations
- The ability to learn and understand quickly
- The ability to be flexible, proactive, take initiative, be accountable, and possess a strong propensity towards change and process improvement
- The ability to prioritize your workload, handle interruptions, and work on several different tasks simultaneously in a fast paced environment
- The ability to maintain a positive attitude and work effectively and independently and within a team environment
- High level of accommodation as demonstrated through urgency of execution
- Proficiency in operating a PC with basic knowledge of Microsoft Excel, Word & Outlook
- Extensive working ERP experience, SAP preferred
- Clear understanding of Incoterms 2010
- Experience in international customs clearance requirements and triangulation shipments
- Languages: English (mandatory). Italian / French / German (an advantage)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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