Ingredion incorporated is in search of a international customer support specialist, who will enthusiastically serve as a critical point of contact with ingredion's customer base, from the initial placement of orders for products through their delivery. This position aligns with logistics and is not a call center. This role partners with colleagues in logistics, quality, sales, program management, and order coordination to capture information and resolve customer problems, all while ensuring high levels of satisfaction and customer retention. Individuals who work in this position develop a knowledgebase which can lead to new opportunities or a rotation into other areas of the organization, such as logistics, sales, supply chain, or quality.
*as a international customer support specialist, your responsibilities will include*:
- process customer orders for ingredient products, address questions, resolve issues, and respond to inquiries.
- participate in the after-hours program for the department
- ensure the accuracy of order data and act as the expert for the order processing flow (system and processes). Compute mathematical calculations related to order processing, delivery times, and freight as necessary
- maintain up to date files according to the standard operating procedure. Ensure copies of orders and return orders are given to appropriate partners
- ensure all customer complaints are tracked according to department and company procedures
- demonstrated ability to work two or more of ingredion's product lines and customer categories to provide valuable information to the customer
- knowledgeable of nuances within multiple business segments
- seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the client as well as communicating status to all parties involved
- utilize company databases to ensure procedures are followed, provide accurate information, and update documents as necessary
- prioritize tasks accurately and in a timely manner
- collaborate with and support team members. Participate in group problem solving and team activities
- recommend and implement process improvements
- serve as a liaison between external customers and internal functions to ensure customer satisfaction
- understands international routes, rates and incoterms
- knowledge of freight forwarding for ocean and aire shipment
- mathematical and analytical skills for container shipments
- knowledge of export requirements
- knowledge of the us and global geography to address foreight country regulations
- knowledge and understanding of export documentations (required export licenses for all processes)
- knowledge of international shipment documentations
- knowledge and understanding of government filling and record keeping
- understanding of ocean and air shipping documentation, cost and unique country requirements
- manage data for international shipments and provide support for many steps of the transportation process
- maintain control and ensure regulations to all export processes and monitor work according to corporate and local policies and evaluate all new custom requirements and supervise everyday operations according to standard procedures.
- knowledge and understanding of u.s. and world geography
- hands-on experience with microsoft office, sap and salesforce
- understanding legal requirements regarding exporting shipments, as well as ingredion's internal procedures
- interface with freight forwarders and administer all freight logistics and provide optimal level of customer services to resolve all shipment issues.
- collaborate with customer brokers to provide clearance of all exports and maintain required documents
- monitor and provide response to all custom inquiries and requests and obtain required product certifications for all export products for custom clearance.
- knowledge of shipper's export declarations (sed).
- collaborate with various departments and obtain all certification documents and ensure compliance to all export policies and perform regular audits on all broker activities (such as power of attorneys).
- monitor and provide response to all custom inquiries and requests and obtain required product certifications for all export products for custom clearance.
- ability to work two product lines, customer categories, business segments, or at least 5 country shipments.
- ability to monitor master records & profiles along with customer portals.
- contribute to modifications of working methods based on defined procedures for the export order fulfillment process.
*the customer support specialist position is well-suited for you if you*:
- * care first* - contribute to an environment that enables the wellbeing of our people and customers
- * be preferred* - ability to adapt to changing circumstances and resolve problems in a fast-paced environment, successfully coordinate and handle multiple tasks/activities s