International Customer Care Specialist

COMPANY DESCRIPTION 

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer First, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us! 

POSITION SUMMARY 

The International Customer Service Specialist is responsible for supporting international distributors through contract administration, order fulfillment and problem resolution. This role will coordinate problem resolution with internal teams including sales, regulatory, quality, distribution and global trade partners. The customer service specialist will act as a technical resource for colleagues and projects enhancing our business and customer support. Maintains reporting tools and metric tracking for the customers and our internal teams. Compares current performance to service level expectations and customer agreements and takes steps to address any disparities or make improvements. This role reports to the International Customer Care Supervisor.    

POSITION QUALIFICATIONS 

Knowledge, Skills & Abilities:

• Working knowledge of ERP systems preferred ie. Great Plains, Oracle or SAP.
• Working knowledge of Microsoft Outlook, SharePoint and other tools.
• Preferred understanding of and experience with Commercial Invoices, Shipper Letter of Instructions, Proforma Invoices, Packing Lists, and Quotes.
• Successful working experience in a customer service role required.
• Preferred understanding of intermodal oversea transportation.
• Ability to thrive in a fast-paced environment with high output.
• Excellent written and verbal business communication skills.
• Capable of managing multiple projects/systems simultaneously.
• Understanding of and experience in a customer service position serving business-to-business customers. Experience with a manufacturer required; medical device manufacturing industry preferred but not required.
• Bilingual written and spoken is a plus.
• Proficiency in Microsoft Office suite required

Level of Experience:  

• Desired at least 3 years of related work experience in international transportation, preferably in medical device manufacturing.
• Experience in international order fulfillment and export documents.

Level of Education:  

• High School Graduate. A College or Trade School Diploma is a plus but not required.

Travel: 

As the business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Processing orders accurately, inventory allocation timely and building shipments per customer specifications while ensuring adherence to policies and procedures. 
• Providing timely and accurate information to customers, including but not limited to pricing, shipping details, order status, account status and payment requirements. 
• Evaluating inquiries from customers and internal or external partners ensuring proper action is taken, within service expectations 
• Preparing export documentation timely, accurately and following procedures and guidelines set by department manager and global trade.
• Working with Supply Chain, Distribution, and Sales team members to manage order fulfillment, prioritization, escalation, and shipment proof of delivery. 
• Working with marketing to provide product support to both customer and sales representatives. 
• Maintaining reporting tools and metric tracking for internal teams.
• Providing training and acts as a resource for colleagues with less experience.
• Building out intermodal and oversea transport containers.
• Willing to learn complex shipping documents.

OTHER RESPONSIBILITIES 

• Uphold and embody AirLife’s values in all aspects of work.
• Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety. 
• Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
• Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
• Contribute to building and maintaining a positive team environment.
• Assure all policies and guidelines are implemented and followed.

QUALITY POLICY

At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements. 

DEIA STATEMENT 

At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace. 

Please note: The responsibilities outlined above are not exhaustive and may evolve over time. The role holder may be required to undertake additional duties as reasonably expected to meet the needs of the company.