Customer Service Representative

Position Summary :

The Customer Service Representative is responsible for managing international customer orders, inquiries, logistics coordination, and documentation in accordance with country-specific export regulations. This role ensures efficient communication with customers, internal departments, and freight partners while supporting the company's goals for service excellence and working capital performance.

Key Responsibilities :

• Handle inbound calls, emails, web requests, and faxes to process international customer orders, credits, complaints, and returns.
• Ensure all documentation complies with country-specific requirements for exports.
• Respond to inquiries from customers, Sales, and Marketing regarding product availability, shipping schedules, pricing, and order status.
• Coordinate logistics with plants and warehouses to meet delivery expectations.
• Follow up with freight forwarders to obtain booking confirmations, sailing updates, and required documentation within agreed timelines.
• Track and trace shipments; initiate freight claims when necessary.
• Maintain accurate customer master data to support account profiles and preferences.
• Contact customers regarding overdue or short-paid invoices to reduce delinquency and improve cash flow.
• Negotiate delivery timelines with customers based on inventory and lead time.
• Ensure compliance with airfreight and seafreight export protocols for various countries.
• Submit AES filings for shipments to Mexico exceeding regulatory value thresholds.
• Obtain necessary customer documentation (e.g., permits, tax certificates).
• Participate in departmental and cross-functional meetings to support continuous process improvement and knowledge sharing.
• Provide training and onboarding support to new team members as needed.
• Assist other regions with export order entry and logistics support as capacity allows.

Additional Notes :

This description outlines the primary duties of the role but is not exhaustive. Management may revise duties or assign additional tasks based on business needs, emergencies, workload shifts, or system enhancements.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.