The International Account Specialist is responsible for the International Sales and/or Purchase Order Management process, customer satisfaction (internal and external), support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Working in a customer service team of 5 people, interfacing with 4 plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments. This position operates in a highly regulated international environment.
The Customer Service team reports to the Manager or Director of Supply chain for the Sartomer business. This position reports to the Customer Service Team Lead, reporting to the Manager of Supply Chain. This position would be located at our Exton, PA. office.
Key Activities Include:
Import/Export/Order Management: The incumbent is responsible for all order management activities for international orders.
International orders (excluding Canada) exceeds 50% of total orders managed in this role. Export Order management will include a group of customers segmented by market or global region. Import activity includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers.
Export: Responsible for accurate sales order entry, complete and correct Shipper Letter of Instruction (SLI) information will be provided to Arkema's Forwarder for booking, US Customs, and document distribution. Ensures all Export orders received are entered & acknowledged within 48 hours of receipt. Accurate & timely SAP Customer Master record maintenance.
Provide costs of transportation as part of the pricing equation for international sales. Consistent use of the Arkema document distribution process for export documents to Arkema's Forwarder. Use custom SAP reports to track & report the progress of booking requests, shipping, sailing, and document distribution to customers.
Communicate and update order status to internal & external parties. Import: Issue purchase orders to foreign suppliers, and communicate requirements for importation of goods into the United States. Maintain required documentation and update import order information for stock requirements used by production facilities and/or domestic sales.
Submission of ISF10+2 to USCPB maintaining compliance at or above the national average. Export & Import: Investigate, approve, document, and pay charges through the use of Shipment Cost Documents. Maintain up-to-date and accurate files and complete audits for import and export shipments as required by Arkema Import Self-Assessment status with US Customs and Border Protection.
Consistently executes transactions and understands Import/Export processes.
Resolving issues: Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed.
Ability to enter and close complaints in each BU's specific complaint system within established service level. Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process. Continually work with internal and external parties to avoid or reduce the impact of issues as a result of rolled booking, port demurrage, additional charges, etc.
Training: Actively participate in all required training in the proper time frame for learning new processes, reports, process changes.
Apply learnings and concepts in daily activities. Training includes product training, process training, etc., and, periodic mandatory regulatory training, required to hold this position. Responsible to keep up personal ISO training records.
Additional Activities: Identify the need for new ISO Procedures; make recommendations for revisions.
Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include; inside sales, import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, etc.). Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.
Context and Environment:
The Arkema Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s).
Daily functions are conducted in accordance with Arkema, Inc.
Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.
Supports the site HES policy and complies with all regulatory and internal requirements
Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)
Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents
Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Arkema Code of Ethics/Conduct. Trusted to act in accordance with US Customs & Border protection regulations, international regulatory parties, and on behalf of Arkema to protect the company's interest in international transactions.
Required Education/ Qualifications/ Work Experience:
Bachelor's Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.
3 to 5 with Bachelor's degree or 6+ years of relevant customer service experience without Bachelor's degree. In both cases, minimum 2 years of international experience (50% or more of job is international order management), 3-6 years of experience in a customer service or other customer facing role.
Intermediate skills in Microsoft applications: Word, Excel and Power Point.
Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills
Customer Order processing in an enterprise system, SAP is strongly preferred.
Knowledgeable in and consistent use of Incoterms 2010 is required.
Experienced Customer Service Professional who possesses skills to quickly gain the confidence of peers, staff and customers. Easily navigates relationships and is very trustworthy.
Creates a relationship with customers (internal & external), possesses appropriate business knowledge and can offers solutions to issues within business specific limits. Works with many staff departments and forwarder/broker for import and export activities. Consistently communicates effectively, verbally and in writing, and is able to identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios.
Communicates with foreign affiliates, customers, and suppliers for desired results in a multi-cultural environment. Well versed in international terminology and proper use of such terminology, including of parties involved in international transactions, Broker/Forwarder/Notify Parties/Consignee/Steamship Line/NVOCC/consolidator/etc. Understands the role of each party in the international processes.
Typically sought out for information from the team, business, and customers regarding process questions and product delivery. Must be able to multi-task and work efficiently through more complex processes.
Strong knowledge of SAP/ERP Master Data, has demonstrated knowledge of the export/import order processes and key fields for expected results, Available to Promise (ATP), etc. Familiar with and uses resources appropriately when researching issues, foreign regulation changes, etc.
Exercises good judgment more autonomously on all tasks by evaluating the impact of decisions on customers and the organization. Seeks counsel of Team Lead and others for more difficult or complex situations.
Consults on the appropriate use of Incoterms 2010. Reviews E-mails, purchase orders, letters of credit, for potential discrepancies and understands Arkema's ability to deliver based on the requests. Strong analytical skillset and ability to act upon issues, proposing the best solution to international shipping issues.
Determines solutions which are in the best interest of Arkema Inc.
Internal candidates must possess strong knowledge of BU's business and technical knowledge / functional knowledge in the area of responsibility. External candidates must be able to demonstrate career progression across international order management disciplines within an ERP System (breadth, complexity, etc.).
Arkema Inc is a Chemical company and as such, all employees are expected to learn and champion Arkema's safety culture, exhibit personal safety and learn about products and processes. Attends required safety trainings and meetings, and actively contribute to upholding our safety culture by living our safety values.
Building on its unique set of expertise in materials science, Arkema offers a portfolio of first-class technologies to address ever-growing demand for new and sustainable materials. With the ambition to become in 2024 a pure player in Specialty Materials, the Group is structured into three complementary, resilient and highly innovative segments dedicated to Specialty Materials - Adhesive Solutions, Advanced Materials, and Coating Solutions - accounting for some 80% of Group sales, and a well-positioned and competitive Intermediates segment.
Arkema offers cutting-edge technological solutions to meet the challenges of, among other things, new energies, access to water, recycling, urbanization and mobility, and fosters a permanent dialogue with all its stakeholders. The Group reported sales of 8.7 billion ($9.7 billion) in 2019, and operates in 55 countries with 20,500 employees worldwide.
The diversity of its employees is an asset that the Arkema group wants to preserve. Its non-discrimination policy applies to recruitment, salary levels and career management. The Arkema group is committed to ensuring diversity among its employees.
Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence.
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