Position overview:

The position is responsible for:

• Daily coordination and scheduling of the distribution’s outbound shipping process for both domestic and international orders.
• Providing accurate and effective customer service for all internal and external customers over the phone and via email in a professional, courteous, and timely manner. Able to communicate effectively (up and down the organization). Oversee activities on the shipping dock to ship orders accurately, efficiently, and according to customer requirements.
• Coordinating/consolidating international shipments for numerous customers and completing all necessary international shipping documentation.
• Work with Supervisor, Shipping and Distribution Management Team to suggest and implement new processes and workflows to optimize International order consolidation and shipping.

Key Responsibilities:

• Responsible for coordination, scheduling, communicating and reporting the daily workflow for shipping activities.
• Processes customer orders/changes/returns according to established department policies and procedures.
• Assures orders, books, sales sets, samples, etc., are shipped, per customer’s specifications, within Service Level Agreements (SLA).
• Produces shipping documents, customs documents; accurately and quickly on a daily basis.
• Partners with the internal teams, as needed, to meet and exceed customer’s service expectations.
• Heavy contact volume via email and telephone; timely responses and stellar follow-up.
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Works closely with the distribution team (pick/cut/pack) to assure orders are moving as expected through to shipment.
• Works closely with the sales and service team to assure customers’ needs are fully met.
• Provides timely feedback to the company regarding service failures or customer concerns.

Professional experience:

• Prior experience with international shipping, logistics, freight forwarders, and consolidated shipments. Knowledge of tariffs, duties, and payment terms.
• Experienced in serving customers outside of the USA, ability to adapt to cultural differences and personalities. Understanding of different cultures and able to adapt to provide excellent service to all.
• Prior Customer Service experience in a fast-paced environment and serving high end customers preferred.
• Prior experience in home furnishings, textiles, and wallcoverings, preferred.
• Familiar with inventory and warehouse management concepts and systems.
• Strong math skills and problem solving skills.
• Ability to lift at least 60 lbs.
• Must have Forklift Experience.
• Excellent computer skills, preferably in an Infor environment.
• UPS / FedEx / DHL Experience
• Must be able to use MS Office especially Excel and Word.
• Outstanding follow-up skills

Personal traits:

• Must be able to work flexibly within the distribution center’s hours, currently between 7am and 5:30pm eastern.
• Team player with can-do attitude who loves interacting with people.
• Problem solving/analysis.
• Self-motivated self-starter.
• Excellent verbal and written communicator.
• Effective use and management of time to accomplish goals and tasks.
• Organized and Detail oriented. Ability to pay attention to the minute details of a project or task but can move very quickly.
• Ability to maintain a calm and professional demeanor under pressure, in a fast-paced environment.
• Proven ability to build an excellent rapport with fellow employees and customers.
• Dependable, good work ethic, excellent attitude and inclination to exceed daily goals.
• Acts with a sense of urgency, multitasks and can remains focused in a very busy environment.
• A sense of urgency while researching thoroughly and providing regular pro-active updates so customers are well informed and updated regarding all open issues, and pending orders.
• Customer/Client Focus - Passionate about helping customers.