Customer Service Representative 1 1 1

Summary

The Export Customer Experience Representative (CER) processes sales orders for intercompany internal customers. The CER will receive the purchase order, liaise between Planners, Global Customer Service Representatives, Compliance, and shipping locations to ensure that we meet our customer’s expectations and ship materials in a timely manner. Will coordinate with our Freight Forwarder for the export booking, and distribution of documentation.  The role contributes to the Company’s success by ensuring that our customers find doing business with Lubrizol rewarding and cost effective.  The CER ensures complete customer satisfaction by effectively processing orders, timely communication, using order entry skills, being an effective written communicator, and being proactive in problem resolution.    

• The CER processes the sales order received through our systems via EDI functionality. The CER is responsible for ensuring that the order entry, shipping, billing, and documentation information is accurate for each order.  The CER must have strong problem-solving skills, software familiarization, transportation shipping knowledge, and strong interpersonal skills.

• Assist LZ Subsidiaries with export inquiries pertaining to INCOTERMS, payment terms, for air, ocean, and intermodal transport. CER s must have knowledge of boycott violations and country requirements as appropriate.

• The CER role may include basic supply chain support to terminals, warehouses, or other source points. This type of support may include SAP support and documentation assistance within the order handling process.   

• Where appropriate, the CER coordinates with Sales, Marketing and Scheduling group to strategize and implement plans to deal with supply situations.

• CER must provide accurate documentation instructions to enable the freight forwarder to send documents correctly.

• Export bookings – corresponding with steamship lines, air carriers and freight forwarders.

• Relationships are central to success. The CER develops the trust and respect of Customers and Co-Workers through timeliness, accuracy, and dependability.  Key characteristics for success are being detailed oriented, prompt, organized and to demonstrate follow through.

•  Look for opportunities for Continuous Improvement throughout the order handling processes.

• The CER may serve as a trainer under the supervision of the Supervisor.
• The CER strengthens the group by sharing knowledge and experiences with others.  As experience grows, the CER may be asked to participate in Projects. These may be focused in the Department or cross Departmental.
• Portions of this role may be auditable. The CER will assist and participate in audits as appropriate.
• Handling inter company order and reporting mechanism.

• Bachelor’s degree required. Additional qualifications and experience in logistics, international trade and export regulations preferred.

• Minimum of 5-year experience in supply chain within similar industry, including minimum 2 years prior SAP user experience.
• Proficient user of Microsoft Office Products.
• Fluent in English written and verbal. Additional languages such as Spanish preferred.