Customer Service Representative

Customer Service Representative

Position Summary

The Customer Service Representative is responsible for advanced functions within Service and Logistics activities, ensuring the highest level of customer service in a fast-paced environment. This role involves managing relationships with over fifty national and international suppliers, numerous customers across the country, and handling logistics and decision-making. High-level problem-solving, communication skills, multitasking, and attention to detail are essential.

Job Status

• Full-Time
• Exempt
• Reports to: Country Manager

Role Responsibilities

• Inventory Management:
  • Evaluate and manage international inventory within the E1 computer system.
  • Analyze and reconcile inventory issues regularly to maintain accuracy.
  • Source products from worldwide suppliers and warehouses in the respective country.
• Customer Service and Communication:
  • Provide excellent customer service while being efficient and effective in handling customer needs.
  • Communicate status of customer orders and accounts, providing availability and pricing information to the sales team.
  • Bridge communications between geographic areas.
• Logistics and Decision-Making:
  • Make purchasing decisions strategically, in alignment with the supplier’s dealer program.
  • Manage logistics and decision-making to ensure smooth operations across various markets.
• ERP and Reporting:
  • Perform all transactions in E1, including purchasing, internal inventory movement, reclassification, costing, pricing, delivery, and sales.
  • Prepare and analyze reports using Cognos reporting tool and ERP systems.
  • Serve as a power user in the ERP system and train customer service staff to the highest standards.
• Forecasting and Regulations:
  • Work with suppliers to forecast needs, manage dealer programs, and handle imports/exports between the country and others.
  • Ensure compliance with trade regulations, including NAFTA, and optimize processes and systems to save resources.

Required Knowledge, Skills, and Abilities

• Technical Skills:
  • Proficiency in Oracle E1 software and Cognos reporting tools.
  • Microsoft Office Suite proficiency.
• Communication and Interpersonal Skills:
  • Excellent bilingual (English and Spanish) written and verbal communication skills.
  • Ability to work with a diverse, international team and manage relationships with customers and suppliers.
• Logistical Expertise:
  • Knowledge of product profiles, forecasting, and dealer programs in the country and U.S.
  • Experience with international trade regulations, including importing/exporting procedures.
• Problem-Solving and Organizational Skills:
  • Highly organized, self-directed, and motivated, with strong multitasking abilities.
  • Ability to work under pressure and meet deadlines in a fast-paced environment.

Required Professional Qualifications and Abilities

• Bilingual in English and Spanish.
• Ability to perform analytical logistical duties and optimize processes to increase efficiency.
• Experience in the agriculture industry, working internationally with SOP implementation.

Physical Demands

• Ability to travel locally and internationally.