International Customer Service Representative

International Customer Service Representative

Job Type: Full-time exempt / On Site Leominster, MA

Education: Bachelor’s degree in business administration, international business, marketing, or other related field

Job Summary: This role is critical to supporting international sales and the company’s overseas sales offices (China, Japan, and Germany). Primary responsibilities include order process management, customer care/satisfaction, internal cross-functional department communication, and continuous improvement.

Duties/Responsibilities

• Strong desire and skills to work toward optimizing processes.
• Effectively collaborate with internal departments including sales, accounting, production scheduling, logistics, technical, quality control, and other departments to ensure customer expectations are met and/or exceeded.
• Collaborate with colleagues to optimize Standard Operating Procedures (SOP) and improve operation efficiency.
• Cultivate and improve customer relationships.
• Support international customers with inquiries, quotations, order entries, order confirmations, production/shipment updates, tracking, customer complaints, and after-sales follow up.
• Perform other duties as required.
• Serve as the face of the company and point of contact for international customer escalations.
• Identify up-sale and cross-sale opportunities from customers and communicate closely with sales team.
• Process customer orders in the order management system according to the company’s policy and work instructions. Enter and track all required data into M1 ERP system.
• Prepare weekly and monthly international sales reports.
• Assist the international sales team by resolving customer complaints and issues.
• Advise customers regarding order status, changes, shipping information, and product availability as necessary.

Qualification and Skills/Minimum Job Requirements

• Strong interpersonal skills and a team player.
• Detail-oriented and result driven.
• Knowledge of international business and trade compliance regulations is a plus.
• Excellent written and verbal communication skills.
• Strong Microsoft Office and general computer skills including Outlook, Teams, Excel, Word and PowerPoint.
• Supervising experience is a plus.
• Strong problem solving and analytical skills.
• Bilingual in English and Chinese (Mandarin), fluent in both written and verbal.\
• Knowledge and working experience of ISO quality system is a plus.
• Relationship development skills with customers, business partners, and internal team members.
• Ability to research and use available resources to accurately answer and communicate with customers via email and/or telephone in a professional manner.
• Excellent multi-tasking and prioritization skillset in a fast-paced business environment.
• Must be customer focused and driven.
• Five (5) years of customer service experience, including three (3) years in an international customer service role in technical product B2B and manufacturing environment preferred.
• Inside sales experience is a plus.
• Knowledge and working experience in ERP business operating system preferred.