Hybrid Customer Service Representative

at JMA Wireless

• Job title: Customer Service Representative
• Job type: Contract
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ERP
• Location requirements: Hybrid, Dublin, Ireland

About the role

• Customer Service Representative at JMA helping customers with 5G solutions and shipments. Role requires collaboration across teams in a dynamic and supportive environment.

Responsibilities

• Help customers get the solutions they need be it materials and/or services
• Expert in international custom clearance issues
• Manage and facilitate attested invoices and Certificates of Origin, Letters of Credit and/or other instruments of International trade. (Works with bank, Chamber of Commerce and logistics teams coordinating paperwork and execution of tasks associated with the L/C or other)
• Interact extensively with internal and external customers to clarify their needs, set clear expectations
• Provide quotes and product lead times
• Take customer and intercompany orders and process in ERP system
• Responding to customer enquiries through email
• Provide post order service, including billing support and returns
• Handling complex requests and product complaints
• Processing credits for product defects or customer satisfaction
• Providing support to Account Managers, Field Sales Reps, Application Engineers and internal customers
• Coordinate international shipments, including quoting rates, coordinate pickup and returns with freight forwarder and customer
• Denied parties screening, preparing commercial invoices
• General office management and filing

Requirements

• Bachelor degree or equivalent experience in international customer service and import / export shipment
• Excellent listening skills and problem-solving skills relative to customer inquiries
• A commitment to consistently exceed the customer's expectations
• The ability to learn and understand quickly
• The ability to be flexible, proactive, take initiative, be accountable, and possess a strong propensity towards change and process improvement
• The ability to prioritize your workload, handle interruptions, and work on several different tasks simultaneously in a fast paced environment
• The ability to maintain a positive attitude and work effectively and independently and within a team environment
• High level of accommodation as demonstrated through urgency of execution
• Proficiency in operating a PC with basic knowledge of Microsoft Excel, Word & Outlook
• Extensive working ERP experience, SAP preferred
• Clear understanding of Incoterms 2010
• Experience in international customs clearance requirements and triangulation shipments
• Languages: English (mandatory). Italian / French / German (an advantage)