International Customer Care Representative

Mô tả công việc

Breg provides premium, high-value sports medicine products and services that advance orthopedic patient care. From pioneering cold therapy products and innovative bracing to caring customer service and award-winning orthopedic practice solutions, Breg delivers a 360°customer experience unmatched in the industry.   Founded in 1989, Breg offers cold therapy, knee, shoulder, spine, elbow/wrist, foot/ankle bracing and orthopedic practice solutions. The Company’s products are sold through more than 100 distributors in 36 countries. Breg is based in Carlsbad, CA.   SUMMARY We currently have a full time opening for an International Customer Care Representative at our Carlsbad, California headquarters.   Responds to distributor and international customer requests and questions regarding technical, pricing, service and product issues. Responsible for the movement of products in & out of the country in compliance with federal, state and local regulations. Analyzes and rectifies customer concerns. Processes orders, prepares correspondence and fulfills customers’ needs to ensure customer satisfaction.   ESSENTIAL DUTIES AND RESPONSIBILITIES Receives distributor purchase orders and review for conformity to established agreements and programs. Processes sales orders, credits, and re-bills and enters data into Oracle system for assigned accounts. Reviews credit requirements and Letters of Credit with A/R. Performs customer service functions such as assisting customers with status and expediting of orders and customer order related issues: i.e. status, changes, cancellations, and deviations. Pro-actively seek cost effective solutions to meeting customer needs. Attends and participates in Product Training to stay current on BREG products. Maintains close telephone, fax, voice mail and email contact with customers, sales/marketing, credit, regulatory and plant personnel to provide information and resolve customer feedback issues. Manages and maintains international account information. Coordinates with freight forwarders and prepares appropriate export documentation. Obtains freight rates, calculates prices, and prepares quotations and pro forma invoices. Works with designated shipping personnel and Warehouse Manager to expedite and trace orders. Documents international distributor complaints in the BREG feedback system. Provides technical advice to distributors to resolve product issues. Performs research to obtain answers and solutions. Coordinates the RMA process for the return of orders verifying and correcting pricing issues. Issues credit as appropriate. Provides various reports and distributor information for management. Reviews International Inner Circle and provides updates and input to IT department for maintenance. Responsible for exhibiting professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company’s policies and practices. Responsible for taking accountability to demonstrate the organization’s Cultural Beliefs and achieving desired results.  Responsible for driving the Culture within the organization by using tools such as storytelling, focused feedback, and recognition. Performance is aligned with the Culture of Accountability - See It, Own It, Solve It, and Do It. All employees are expected to know and understand BREG’s Cultural Beliefs.