[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Tropical Foods LLC is an International Food Distribution Company specializing in chilled dairy products with clientele in 50 countries. They are seeking a Customer Service Representative to manage order processing, create export documentation, and maintain customer relationships while providing support to the sales team.

Responsibilities

• Order Processing
• Data Input: generate customer proformas, obtain estimate approval from customer, submit vendor purchase orders and customer invoicing for assigned accounts
• Create export documentation as required by each market/customer
• Daily collaboration with RSM Teammate regarding any pending orders, order approval delays, order frequency concerns or any other observation by ICS that is considered pertinent account intel
• Provide Back-Up for other Customer Service Reps that are out
• Help maintain Customized Order Guides (created by RSM) for all accounts that don’t utilize their own PO system
• Provide “best-effort” sales support (time permitting) with attention to RSM travel
• Process customer claims timely and according to process
• Create export documents that includes one or more of the following:
• USDA (For required customers) with Additional Page required for lot codes and expiration dates if needed
• Certificate of Analysis: Include Lot Codes & Manufacture Dates as needed
• Certificate of Free Sale
• Certificate of Origin (Chamber of Commerce)
• Pallet Fumigation Documents
• SENASA (Import Permit Number)
• NAFTA Certificate (Prepared Annually)
• SLI (if needed)
• SED (if needed)
• Prepare necessary delivery/logistics documentation:
• Delivery & Shipping instructions
• Packing List
• Warehouse Slip for consolidations
• Coordinate any Labeling Requirements with proper departments
• Proof of Delivery (POD) confirmation via email or fax of customer estimates/orders to delivery destination / Freight Forwarder. Cross Docks & 3rd Party Labeling Facilities/Freight Forwarder require email or fax notice of Labeling completion and expected border crossing date
• Create Final Invoice that includes the Expiration Date - Day, Month & Year
• Daily communication with consolidation department for all orders that include multiple vendors of “Less Than Minimum” order volumes that require consolidation
• Add orders to excel spreadsheet of each consolidated brand
• Add TFC PO# in all proformas/packing lists
• Assist in obtaining consolidation orders from the Inside Sales team for all orders that include multiple vendors of less than minimum order volumes
• Assist in placing consolidation orders by the set cutoff date and time and ensure the delivery of same
• Routine (weekly/bi-weekly) correspondence via telephone with assigned accounts to inquire about:
• Forthcoming orders/lead times
• Consolidation dates and cut offs
• Delivery delays/issues
• Sail Information (logistics)
• Shortages
• Reporting any customer concerns to RSM immediately
• CRM: update CRM with all pertinent Customer Service Activity relating to account
• Maintain digital and hard copy files of all documents supplied to clientele in shared folder
• Filing system for accounting purposes
• Cross check estimates created by inside & collect documents for the warehouse weekly

Skills

• Must speak Spanish & English
• Strong communication skills
• Ability to multitask and work in fast-paced environments
• Bilingual (English/Spanish/Other Languages)

Company Overview