Customer Service Representative 3

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Leatherman Tool Group, Inc. is seeking an International Customer Service Representative for our world headquarters located in Portland, Oregon.  Leatherman is the world leader in the design and manufacturer of innovative, high quality, compact, multi-purpose tools.  We employ over 500 team members in our 90,000 square feet facility.  Visit our website at:  www.leatherman.com
 
The successful candidate for the International Customer Service Representative will provide customer service support to Leatherman’s International Distributors, Customers and Sales Representatives.  Respond to consumer questions regarding products and warranty.  Manage customer accounts from the various countries and trade channels with whom we do business.  Managing accounts include; order entry (manual and EDI), pricing, promotions, Authorized Dealer agreements, Authorized International Distributor contracts and co-op and product display funds.
 
The ideal candidate must be able to:
 
  • Respond to customer inquiries of a non-routine nature for all international accounts.  Research shipping status, product availability, company allocation decisions, pricing discounts and promotional programs.
  • Distribute wholesale pricing, product catalogs and marketing literature.
  • Establish strong business relationships through proactive interaction and follow up correspondence.
  • Establish new account information, including billing, contact information, shipping, and labeling requirements.
  • Obtain and process orders for all international accounts, which come in via fax, e-mail or EDI.  Verify Ship By dates, Ship To sites, credit terms, item numbers, and pricing.  Notify retailers of back orders and revised ship dates.
  • Ability to problem solve customer issues including compliance fees, EDI/ASN issues, pricing discrepancies, shipping discrepancies, and product issues.
  • Maintain an in depth knowledge of past, current and proposed Leatherman tools, Ledlenser lights and accessories, as well as features and benefits of all current offerings.
  • Prepare export documentation for outgoing shipments, which may include one or more of the following: Commercial invoices, Shipper’s Letter of Instructions (SLI), Shippers Export Declaration (SED), NAFTA certificates, airway bills, Letter of Credit.
  • Maintain an understanding of current export compliance regulations (INCO Terms).
  • Maintain and grow understanding of current international markets and diverse cultural differences in regards to international customers.
  • Maintain an understanding of local laws and regulations that affect products, marketing and/or pricing of the products that we sell in the countries to whom we sell.
  • Maintain open lines of communication with international customers.  Proactively communicate information about product, promotional items, open orders, etc., making sure customer’s needs are being met.
  • Facilitate the execution of new International Distributor Contracts and their periodic renewals with Leatherman’s Legal department.
  • Knowledge of e-Commerce procedures such as placing orders on the website, taking credit card information, and processing a return.
  • Provide back up to warranty by responding to questions and claims.  Process international warranty credits, replacement to stock credits, new product return credit, issuing return authorizations and all other miscellaneous credits.
  • Provide back up to accessories customer inquiries including processing orders and returns.  Responding to questions regarding accessories and tools.
 
Experience and Education Requirements:
 
  • Associates degree in business, marketing or international studies required; Bachelor’s degree preferred. A combination of applicable work experience and college level course work may be substituted.
  • Five or more years of customer service experience with 2 or more years of experience in international/export customer service required.
  • High-level decision-making and problem solving skills.
  • Proficiency in reading, writing and speaking English required. Proficiency in reading, writing and speaking Spanish or other non-English language strongly preferred.  Basic math skills required.
  • Excellent skills in interpersonal relationships, communication and teamwork.  Work independently and possess a high level of self-motivation and initiative.
  • Effectively prioritize and follow through on assignments and projects.
 
To Apply:  At Leatherman we are also interested in how you think, behave and integrate.  With this in mind, please give extra consideration and time to each question when you apply thru our online applicant module.  You will want to allow yourself 45-60 minutes, we do consider this a key part of our selection process.  Please watch your email for upcoming communication(s) and information.
 
 
Excellent Benefit Package:  Competitive Compensation, Bonus Plan with Performance Multiplier, 401k Employer Match up to 5%, Medical, Dental, Life Insurance, Award Winning Wellness Program, PTO, 10 Paid Holidays, Opportunities for Career Advancement and Personal Growth with Educational Reimbursement Program, Employee Assistance Program and Employee Discount on Products.  Come be part of the Leatherman Team.  Leave nothing undone . . . . including your career!
 
Core Values:  We thrill our consumers with quality, products and service; We care about each other’s well-being; We share ideas, challenge each other and do the right thing; We respect each other, show humility and grow from our failures; We foster the development of individuals to reach their greatest potential
 
 
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