International Account Specialist, Imports Job

This position is responsible for the International and Domestic Sales and/or Purchase Order Management process. The position is focused on Imports for the High Performance Polymers business (Polyamides, Fluoropolymers and PEKK). The position is responsible for customer satisfaction (internal and external), customer support, account reconciliation, and in general on supporting the revenue stream of Arkema, Inc.  The position works with a customer service team and interfaces with multiple plants/shipping locations globally. The position also works closely with corporate Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments.   This position operates in a highly regulated international environment.

Responsibilities:

Import/Export /Domestic Order Management: 

The incumbent is responsible for all order management activities for international import orders for Polyamides and Export and Domestics orders for Polyamides (Oleris) and PEKK businesses. International orders exceed 50% of total orders managed in this role. Import activity for Polyamides that includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers. 

• Domestic/Export: Responsible for accurate sales order entry, complete and correct Shipper Letter of Instruction (SLI) information will be provided to Arkema's Forwarder for booking, US Customs, and document distribution and communication with local shipping facilities. Ensures all orders received are entered & acknowledged within 48 hours of receipt.  Accurate & timely SAP Customer Master record maintenance. Provide costs of transportation as part of the pricing equation for international sales. Consistent use of the Arkema document distribution process for export documents to Arkema's Forwarder.  Use custom SAP reports to track & report the progress of booking requests, shipping, sailing, and document distribution to customers. Communicate and update order status to internal & external parties.
• Import:  Issue purchase orders to foreign suppliers and communicate requirements for importation of goods into the United States for both stock replenishment and customer 3rd party drop orders.  Maintain required documentation and update import order information for stock requirements used by production facilities and/or domestic sales.  Submission of ISF10+2 to USCPB maintaining compliance at or above the national average. 
• Export & Import: Investigate, approve, document, and pay charges using Shipment Cost Documents.  Maintain up-to-date and accurate files and complete audits for import and export shipments as required by Arkema Import Self-Assessment status with US Customs and Border Protection. Consistently executes transactions and understands Import/Export processes.  

Resolving issues:

• Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed.  Ability to enter and close complaints in each BU's specific complaint system within established service level. Record complaints and correctly assign to investigating party; understand implications of issues and effectively manage the complaint process.  Continually work with internal and external parties to avoid or reduce the impact of issues because of rolled booking, port demurrage, additional charges, etc.

Training and additional activities:

• Actively participate in all required training in the proper timeframe for learning new processes, reports, process changes. Apply learnings and concepts in daily activities.  Training includes product training, process training, etc., and, periodic mandatory regulatory training, required to hold this position.  Responsible to keep up personal ISO training records.
• Identify the need for new ISO Procedures; make recommendations for revisions.  Perform other business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include inside sales, import, export, collections, forecasting, supply chain; various report requests (SAP BW, WBBR, etc.).  Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team.

Qualifications:

• Bachelor’s Degree with an emphasis in Business, Engineering, Supply Chain, or equivalent relevant customer service experience.
• 3 to 5 years of relevant customer service experience with a bachelor’s degree, or 6+ years of relevant customer service experience without a bachelor’s degree. In both cases, a minimum of 2 years of international experience (with at least 50% of the job involving international order management) and 3 to 6 years in a customer service or other customer-facing role.

Competencies:

• Experienced Customer Service Professional skilled at quickly gaining the confidence of peers, staff, and customers. Builds trustworthy relationships and provides business-specific solutions. Collaborates with various departments and forwarders/brokers for import and export activities, understanding the role of each party in international processes.
• Strong written and verbal communication skills, effectively interacting with foreign affiliates, customers, and suppliers in a multicultural environment. Proficient in international terminology.
• Extensive knowledge of SAP/ERP Master Data and export/import order processes, including key fields such as Available to Promise (ATP).
• Exercises good judgment autonomously, evaluating the impact of decisions on customers and the organization. Consults with the Team Lead for complex situations. Reviews emails, purchase orders, and letters of credit for discrepancies, ensuring Arkema’s delivery capabilities.
• Strong analytical, problem-solving, and decision-making skills. Efficiently multitasks through complex processes, Proficient in Microsoft Word, Excel, and PowerPoint
• Supports the site HES policy and complies with all regulatory and internal requirements. Participates in HES activities provided by site management and Arkema Inc. Supports and promotes the reporting of all health, safety, environmental, near-miss, accident, or injuries.