Customer Service Representative - Bilingual

Bigelow Tea is the number one specialty tea company in the United States. We are a family-owned and operated business and a Certified B Corporation. Being a certified B Corp officially recognizes a commitment that has been part of the company’s DNA since it was founded 80 years ago. Our purpose has always been about much more than making profits. We are committed to good citizenship, ethical business practices, accountability, transparency, protecting the environment, sustainability and supporting our communities. We pride ourselves in caring about each and every one of our employees. We have a long-term outlook and are constantly working to create an environment that inspires people to make positive contributions every day. Bigelow is currently looking for a select, talented individual, that shares our values, to join our growing team.

The Customer Service Representative - Export is responsible for delivering a seamless and consistent 828 customer experience on behalf of Bigelow using the Company's voice, demonstrating our values and our mission statement. Reporting to the Customer Service Supervisor, this position works collaboratively with all key functions in the Company including Sales, Finance, Planning, Regulatory, and the warehouses.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Process customer orders received via EDI, email, various web applications and telephone into ERP system within 24 hours of Primary focus will be on export accounts, but managing other accounts may be necessary.
• Prepare and review required documents for export shipment
• Monitor and track order status, providing weekly update report to International Sales
• Ensure that all customer pricing, promotion, and order lead time {warehouse preparation, transit and appointment) information is verified with each customer order
• Follow through with all customer issues relating to orders, such as revisions, return material authorizations, billing, shipment tracking, and new account set ups that may arise to ensure prompt, efficient
• Daily monitoring of order entry, pricing, invoicing, warehouse processing time and transit times, return goods authorizations, and shipment
• Maintain a good understanding of product, warehouse transportation and plant operational
• Alert Department Manager to all major customer and warehouse issues daily, or as
• Track processes and prepare reports for management detailing the quality of departmental actions as well as
  
  

Qualifications

To perform this job successfully, the candidate must have a customer-centric attitude and superior communication and relationship­ building skills. The individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in a variety of systems such as ERP, customer portals, Knowledge of Microsoft Excel and Word is essential.
• Strong analytical skills
• Comfortable working in a team-based environment
• Work to ensure completion of daily workflow while demonstrating professionalism under
• Ability to think critically to identify and escalate
• Knowledge of export and customs processes and related
  
  

Supervisory Responsibilities

This job has no supervisory responsibilities.

Education and/or Experience

• 2+ years relevant experience required. Bachelor's degree (B.S.) preferred. Customer Service experience in a CPG environment a plus.
  
  

Language Skills

Foreign language (Spanish) proficiency required.

Knowledge of export compliance documents and processes preferred.

Ability to read and interpret business documents, and procedure manuals. Ability to write routine reports and correspondence.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk and hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move 10 pounds.

Specific vision abilities required by this job include close vision.

Bigelow Tea is an Equal Opportunity Employer. Bigelow Tea does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.