bierrebi International

Job Description

Business: Automated solutions for textile industry

About Us: A leading company which designs and manufactures automated machinery for the textile and apparel industry

Position Title: Customer Service and Fulfillment Specialist

Full/Part Time: Full Time

Career Level: Salaried / Exempt

Function: Customer Service and Fulfillment / Logistics

Location (country): USA (may travel, worldwide, rarely)

State: Florida

City: Doral (Miami area)

ZIP code: 33172

Relocation Expenses: No

Role Summary / Purpose: The Customer Service and Fulfillment Specialist, reporting to the Director of Sales and Marketing, is responsible for ensuring the smooth operation of spare parts and technical service sale, taking ownership for meeting and exceeding customer needs from initial inquiry through resolution, providing the relevant tracking and reporting, and instigating new sales opportunities

Essential Responsibilities

Inquiry To Order

• Manage customer inquiries, providing information and proposals for spare parts and consumables, as well as technical service
• Receive inquiries from customers
• Provide first / basic technical information about possible solution(s) / proposal(s) and estimated time to issue proposal(s)
• Coordinate as needed with Technical Service / Manufacturing to identify parts and devise optimal solution
• Check availability and lead time for requested items
• Check customer status / set-up for standard Terms and Conditions to apply, with support from Administration
• Check status and options for solutions in case of warranty claim
• Discuss / Seek approval for non-standard solutions, services, Terms and Conditions, or warranty supplies or activities, as required
• Prepare proposal in standard format and get it approved as needed
• Send proposal to customer
• Follow up with customer on proposal
• Instigate new sales and propose sales opportunities to Sales team, by establishing excellent relations with customers and focusing on exceeding their technical needs

Order To Remittance

• Manage execution and fulfillment of customer’s Purchase Order
• Receive Purchase Order (PO) from customer proposed parts / service / solution
• Check PO against proposal and for any special request
• Handle special requests and/or proposal revisions
• Register PO in the management tool and create Sales Order, to start internal and/or supplier processes for fulfillment, and/or to track service job
• Create Order Confirmation and send to customer, as applicable
• Initiate and manage activities needed to fulfill the order or request
• Coordinate with third party to arrange part pick & pack and shipments (from / to third party' s and customer's warehouses / premises), and/or arrange service activity coordinating with Technical Service team
• Coordinate shipments and custom clearance with Customers, Brokers, Forwarders, Agents, providing the required documentation and draft or pro-forma invoices as needed, ensuring information, data, HTS codes, formats, etc., are all as required, with support from Administration
• Authorize / trigger issue of final invoice with any required information, coordinating with Administration
• Follow up with customer on execution and customer satisfaction

Invoice to Cash

• Connect with customers in case of payment delay, in coordination with Administration

Supply chain and Inventory

• Coordinate with Supply Chain and Inventory Specialist, in order to ensure proper replenishment and order fulfilment

Campaigns, Initiatives, Claim handling

• Drive actions in responding to customers' claims, execute warranties, provide analysis and implementation of campaigns and initiatives towards customers.

Data and document management

• Ensure up-to-date, timely and accurate data is available in the management tool, to Sales and Service, on lead time and other relevant information for all spare parts
• Help maintain installed machine database, keeping it up to date and proactively proposing enhancements to facilitate business and sales decisions
• Initiate setup of new customer in customer database, and/or update existing customer details as needed, in coordination with Administration
• Ensure accuracy, completeness and rigor of document management in relation to own activity

Forecasting and Reporting

• Provide internal / management reporting on Estimations and Actuals for: Orders, Sales, related Costs, on a weekly / monthly / quarterly basis as required

General

• Ensure timely delivery and planned profitability (margin), while meeting highest requirements for compliance with all regulations, quality, operational excellence and accuracy
• Be knowledgeable of and sensitive to business, social and cultural issues significant to the customers
• Build trust and confidence from customers
• Provide constant feedback to all internal functions (Sales, Engineering, R&D) on technical / maintainability recurrent issues / requests, and propose possible solutions
• Work as part of a team and adopt a flexible, problem-solving approach, to maintain and improve service quality and increase customer satisfaction

Qualifications / Requirements

• Associate Degree from an accredited university or college
• Bilingual Spanish - English.
• Business reporting and financial proficiency, familiarity with forecasting, planning, reporting
• Computer literate, proficient in MS Office (Outlook, Excel, Word, Power Point)
• Excellent communication and interpersonal skills, with the ability to effectively interface at different levels of organizations
• Strong customer orientation and sound business acumen
• Proactive, helpful, can-do attitude; team player
• Good analytical skills and attention to detail
• Strong ability to set priorities, meet plans and deadlines even under pressure
• Self-motivation, initiative and sense of ownership
• Process, Compliance and Controllership mindset
• Flexibility to adjust to a dynamic work environment
• Availability to travel occasionally, worldwide

Additional Eligibility Qualifications

• Must be legally authorized to work in the United States of America, as a permanent resident or citizen

Desired Characteristics

• Experience with ERP / Management systems and tools (Oracle, SAP)
• Technical experience with automated cutting machines for tubular fabric
• Portuguese language desired. Working knowledge of Italian language is a plus

Benefit Conditions:

• Waiting period may apply

Communication method(s) used:

• Email
• Phone
• Chat
• In person

Job Type: Part-time

Pay: $20,000.00 - $26,000.00 per year

Expected hours: 20 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to Relocate:

• Doral, FL: Relocate before starting work (Required)

Work Location: In person