International Customer Support Manager

Position Summary

We are seeking an experienced International Customer Support Manager to oversee our global customer service operations and support international sales activities. This role will be responsible for managing customer service processes, coordinating international shipments, ensuring export documentation accuracy, and serving as a resource for international trade compliance matters. The ideal candidate will possess strong customer service and leadership skills, along with practical knowledge of export regulations and international logistics.

Essential Duties and Responsibilities

· Manage and develop the international customer service team to provide exceptional support to customers worldwide.

· Oversee daily international order processing and customer inquiries.

· Coordinate with Sales, Shipping, Manufacturing, and Purchasing departments to ensure timely order fulfillment.

· Review export documentation including commercial invoices, certificates of origin, export declarations, and other shipping documents.

· Ensure compliance with applicable U.S. export regulations and company policies.

· Assist in screening international transactions for potential compliance concerns.

· Maintain knowledge of export controls, sanctions programs, and country-specific shipping requirements.

· Work with freight forwarders, carriers, customs brokers, and international customers to resolve shipping and documentation issues.

· Support continuous improvement initiatives related to international order processing, customer service, and compliance procedures.

· Develop and maintain departmental procedures and training materials.

· Prepare reports and metrics related to customer service performance and international operations.

Qualifications

· Bachelor's degree preferred; equivalent experience will be considered.

· 5 years of customer service, international sales support, logistics, or export operations experience.

· Previous supervisory or management experience preferred.

· Working knowledge of international shipping procedures, Incoterms, export documentation, and customs processes.

· Familiarity with U.S. export regulations, including EAR and sanctions compliance, preferred.

· Strong organizational skills and attention to detail.

· Excellent verbal and written communication skills.

· Experience with ERP systems (NetSuite experience a plus).

· Proficiency with Microsoft Office applications.

Desired Skills

· Strong problem-solving abilities.

· Ability to manage multiple priorities in a fast-paced environment.

· Experience working with freight forwarders and international distributors.

· Customer-focused mindset with a commitment to service excellence.

· Ability to train and mentor team members.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• What are your salary requirements?

Ability to Commute:

• Lewis Center, OH 43035 (Preferred)

Work Location: In person

Salary : $59,359 - $95,357