Our Client, a Food Product Manufacturer company, is looking for an Export Customer Service for their Puslinch, ON location. Responsibilities:
End to End to order management (from export hub to last point of exit of the exporting region)
Applying operations for logistical registration licenses process (laboratory, availability of empty bags, EX factory dates coordination...) in case of new launch or revamping according to designed procedures.
Receiving market's orders through the different ways of communication implemented by IT, update the orders according to customer instructions during the agreed period for final confirmation.
Planning loading time depending on production planning restrictions as well as loading place availabilities.
Operating the transportation flows (truck, sea freight, airfreight when applicable) being the point of contact of any events happening until the border exit point of the exporting hub. Following closely the allocations planned within the internal contracts provided by the Regional Export Manager: Global Ocean Transport, Cross Border Transport when applicable.
Coordinating all flows between stakeholders: plants, customers, internal department, external stakeholders such as French authorities, freight forwarder, carrier, 3PL, customs...
Communicating all necessary information so the customer can follow-up his orders: product availability & unavailability, vessel schedules, documentation status to prepare import locally, invoices & credit notes.
Supporting his customers' portfolio for any export/import related topics related to their orders while warranting compliance with internal processes being the first point of contact of the market in the hub.
Preparing all necessary export documentation in compliance with all international regulations applicable: health certificates, certificates of origin, laboratory analysis, invoices, packing lists and all other specific documents per receiving countries within the agreed lead time with the market in close collaboration of Regulatory Affairs team (cf RACI)
Processing the export goods clearance with her logistics partner within the PDU process we are following.
Checking the data accuracy mentioned on all set of export document to ensure all clearance process upon receipt of trucks/containers or parcels.
Escalating any change needed in the market's procedures before updating it according to final alignment with Regional Export Manager and Export Center of Expertise if needed.
Implementing specific processes coordinated by Regional Export Manager when needed in order to provide continuous support to customers related to the management of their orders.
Sharing best practices providing mutual support to the team during leaves or activity peaks.
Checking periodically credit notes status when closing arrives (beg W4), and communicate pro-actively about their status when applicable
Building an excellent customer relationship with the receiving units being their first point of contact for any logistical & operational subjects.
Reporting and following up the performance per market as required through C-MOS standard and export dashboard follow up.
Leading periodically, weekly (depending on markets) calls with the importing units to provide visibility, making follow up on pending points from last meeting's action tracker if applicable, presenting and commenting performance (SLA : Lead Time, Case Fill Rate, Forecasts accuracy, documentation incidents reporting...)
Sending the minutes of the meeting to all involved parties and taking the actions if assigned on their side.
Seeking for improvement of processes and performance in collaboration with the Regional Export Manager when points of Continuous improvement has been identified from operations.
Escalading any blocking point, risk or event foreseen that might impact the performance and the flow itself to the right contact within the hub or regionals teams.
Requirements:
State the preferred education, knowledge, skills and experience this position requires. State the physical and/or mental requirements for the role (e.g. stand for x hours, lift x weight, concentration on repetitive tasks).
Note: May differ from the current job holder's own skills and experience.
2-years diploma or bachelor's degree in international Trade or Supply Chain Management
APICS (Basics) certification would be a plus
Familiar with IT tools (ERP, WMS, Pack Office...)
2 years in Export customer service, Supply Chain experience or equivalent from a major interface between supply functions and importing parties.
Strong technical export capabilities: incoterms, custom clearances processes, international transportation, export documentation requirements...
Fluent in English, Bilingual in Spanish preferred
Ability to flex style in a multicultural environment
Peer Relationship
Priority Setting
Problem solving
Planning
Action oriented
Dealing with ambiguity
Distinguish any preferred competences at the end of the list & notate them as "preferred"
Proficient with MS Office systems
understanding of international trade environment in NA
Relevant Quantitative and Budget Information
Other Supports 10 export markets
Education, Licenses, Cert Requirements Bachelor Degree Business Administration, Supply Chain, Finance
Required Experience, any deal breakers 2+ years working in Customer Service Operations related to Order Management Process. Knowledge in Imports/Exports, Inventory Management, Bilingual (English/Spanish) will be a plus.
Required Skills (include soft skills) Manage complexity, Customer Focus, Drives Results, Communicates Effectively
Industry Experience (software / websites) Must have and good to have. Proficient in MS Excel, Knowledge of Power BI, One Nav (1NAV) Order Management Knowledge. Able to update/create Key Performance Indicators
2 year diploma or bachelor's degree in international Trade, Business Administration, Finance or Supply Chain Management
Preferred Experience +1 years in Export customer service, Supply Chain experience or equivalent from a major interface between supply functions and importing parties
Preferred Skills Manage complexity, Customer Focus, Drives Results
Why Should You Apply?
Health Benefits
Referral Program
Excellent growth and advancement opportunities
As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.
