Customer Service Coordinator I - International

Arthrex Inc. is hiring a Customer Service Coordinator I - International to work at our Logistics Center in Fort Myers, FL to be responsible for order management of large replenishment, special project, and product launch orders. This position will operate within the International Logistics team which includes Supply Network Planning to ensure consistent and manageable distribution of inventory to distributor and subsidiary partners in the BRASIL and LATAM regions.  

We are also offering a $2,000.00 sign on bonus (minus appropriate tax withholdings), that will be paid to you on the first pay period after you start your employment at Arthrex.

Essential Duties and Responsibilities:

• Responsible for analyzing and managing weekly distributor and subsidiary replenishment orders. This includes but is not limited to a thorough auditing process, inventory allocation review, AR review and collaboration with supply chain/product management on restricted materials. Also responsible for order life cycle management (order entry to physical delivery) to ensure customer receives timely communications and reports for import/export processing.
• Monitor, organize and resolve all international customer inquiries daily. Effectively communicates all appropriate updates to international customers via email.
• Responsible for resolving order discrepancies for assigned accounts.  Assigned accounts will vary depending on skill level of employee.
• Responsible for proper identification of order acknowledgements and confirmations via email through SAP order management. This includes informing customers of backorders and all other pertinent order details within 24 hours of receipt of order submission.
• Follows Global Trade standard operating procedures set for international government regulations/processes.
• Closely collaborates with other internal departments such as: International Fulfillment, Transportation, Global Trade, Supply Chain, Regional Manager, International Product Management Team, etc., to resolve export compliance failures, report quality issues, provide freight estimates, and facilitate the proper flow of information between the business and the customer.  Also, escalates potential concerns for investigation.
• Provides quotes for products as requested for assigned customers.
• Ensures pricing is accurate in sales order and reports discrepancies to the pricing analyst.
• Interprets information on sales promotions, discounts and applies appropriately on the sales order. 
• Analyzes Backorders and provides weekly updates to customers and regional manager. Monitors aging of backorders and works closely with supply chain to secure allocations for global backorders.
•  Required to manage all order activities in a timely manner to ensure that shipping deadlines are met.
• Required to work flexible hours as needed by department.
• Support Core team with Esker Inquiries.

Education:

• High school diploma or equivalent required.
• Minimum 1 year customer service experience; in a multi-cultural environment preferred.
• ERP experience required.
• MRP, sales order processing and backorder analysis experience preferred.
• International logistics knowledge and experience preferred.
• Professional written and spoken Spanish / Portuguese preferred.

Knowledge and Skill Requirements/ Specialized Courses and/or Training: Technical knowledge of products sold by the company and understanding of handling the products. Basic knowledge of medical terms relating to the products handled. Basic knowledge of marketing concepts and practices. Good phone and computer skills in addition to the ability to multitask.

Machine, Tools and/or Equipment Skills: Microsoft Word, Excel, Outlook, and Power Point preferred. Advanced Telephone skills with both outbound and inbound calls, scanning and faxing documents.

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical Skills Ability to comprehend and apply mathematical principles to the degree required to perform the job based upon job requirements. 

Language and Communication Skills: Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.  Ability to verbally communicate ideas clearly and effectively convey information to other team members and management.  Ability to write and record data and information as required by procedures.

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 the 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 talk or hear.  The employee is frequently required sit; use hands and fingers, to handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.  

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Medical Clinics
• Free Onsite Lunch
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Volunteer PTO
• Employee Assistance Provider (EAP)

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.