International Order Management Specialist #CE-11338
Miami, FL
Status: Full-Time
Position Type: Hourly
Hiring for the following location(s): 10801 NW 103 St Ste 1, Miami, Florida 33178
Carrier Enterprise (CE) is a subsidiary of the largest independent HVAC/R distribution company in the world, Watsco, Inc. At CE we proudly distribute industry leading brands such as Carrier, Bryant, Payne, GREE and other brands of HVAC and Refrigeration equipment, as well as a full-line of aftermarket parts, supplies and accessories. CE has approximately 200+ locations throughout 28 states, Puerto Rico, the Caribbean, Latin America, Mexico and Canada with over 2,000+ employees. Our vast footprint, inventory and e-Commerce platform allows us to provide our customers with best in class service when they need it and where they need it.
Carrier Enterprise is dedicated to providing Comfort Excellence to the HVAC/R industry. Our vision for Carrier Enterprise is simple...to become a world-class distribution company, and achieve differentiation through the relentless pursuit of service excellence. Our customers and our employees make the difference. We have vast opportunities at our stores, distribution centers, field offices, business units and Headquarter location. We embrace the diverse experiences, backgrounds, knowledge and ideas that make up our company culture. Those experiences only strengthen our teams and our business. From our retail locations to our e-Commerce and mobile platforms our team has the tools to help you grow your career at Carrier Enterprise. See where your drive will take you!
Carrier Enterprise is an Equal Opportunity Employer. CE offers a competitive total pay (plus bonus on sales incentives) and benefits package inclusive of health, dental, vision, life insurance and 401(k).
Requirements:
Education: AA/AS Degree, Technical/Business School Certificate or Diploma, Skilled Trades Apprenticeship, or other post high school training (two year duration) with a minimum of four or more years of Customer Service or Logistics/Freight Forwarder work experience, or Bachelor's Degree with two years (minimum) Customer Service or Logistics/Freight Forwarder experience.
Experience/Qualifications: Must have previous experience working as a customer service rep, preferably with freight forwarders, export, or international company. Must be bilingual and be able to write and speak in English and Spanish. Must have great interpersonal skills, communication skills and listening skills.
Other qualifications that must possess:
Excellent Organization Skills
Detail Oriented
Good at Conflict Resolution
Knowledge of Excel (Advanced preferably)
Additional Comments: Candidate must be willing to work overtime and must be able to work in a high pace, high stress environment.
Job Description:
This position will provide support ensuring that customer's satisfaction with the order process by completing all the necessary steps through the order and delivery process.
Responsibilities:
- Receives customers' requests by telephone, email, mail or in person. Analyzes requests, provides information requested or ascertains who can best provide the information, routes the request to the proper person.
- Responds to requests from customers as it relates to orders, product availability, dispute resolution, invoice requests, shipment proof of delivery (POD's).
- Receives, reviews and enters all customer requests according to standard procedures.
- Responsible for guiding complaint resolution to ensure that proper and satisfactory closure are obtained for customers. Investigates and brings to resolution disputes.
- Places purchase orders for products from internal, external and overseas suppliers on a needs basis.
- Supports purchasing department as it relates to stocking PO status for order fulfillment.
- Requests status from factories, negotiates delivery dates, updates provide dates on sales orders, advises customer of process status.
- Arranges routing of products with local and international forwarding companies, acts as liaison between customers and transportation companies to assist with delivery of goods.
- Ensures freight forwarders and others receive information such as shipping date, weight dimensions of equipment shipped (max load calculations), material safety data sheets (MSDS) for refrigerant, as well as IMO information.
- Coordinates re-routing of orders when applicable.
- Monitors and attains documentation for orders covered by Letter of Credit (L/C) to ensure shipment according to terms identified. Collaborates with credit department in the releasing and presentation of documents to bank of L/C's.
- Analyzes transactions, corrects records, and adjusts errors.
- Maintains liaison with other departments for order completion (sales, credit, warehouse and general office).
- Reports any and all out-of-line conditions affecting customer satisfaction.