International Account Manager, Customer Experience

$51,000 - $62,000/Yr

Ecore International - Lancaster, PA

Full-time - Entry Level

Remote - Lancaster, PA

Professional, Scientific, and Technical Services

About the position

The International Account Manager at Ecore plays a vital role in ensuring the satisfaction of international customers by serving as the primary point of contact between clients and internal teams. This position involves managing customer orders, providing quotes, and ensuring compliance with international shipping regulations, all while maintaining a high level of customer service. After a training period, the role allows for remote work, emphasizing flexibility in the work environment.

Responsibilities

• Quote, Pro Forma, and Order Entry
• Enter purchase orders into the ERP system, Epicor, and maintain accurate documentation
• Verify pricing on customer-submitted purchase orders
• Provide quotes and Pro Forma invoices
• Respond to order lead time inquiries, date improvement requests, and expedited shipping requests
• Act as a liaison between technical/post-sales support and customers
• Gain a comprehensive understanding of the production process and product details
• Notify relevant parties of shipping, manufacturing, or quality issues
• Ensure excellent customer service by processing orders accurately and promptly
• Research and maintain knowledge of export documentation and compliance regulations
• Review international shipping instructions and customer requirements
• Handle international customs paperwork and resolve delivery issues
• Process returned merchandise authorization (RMA), resolve billing discrepancies, and coordinate claim processing

Requirements

• Associate's degree or 2+ years of experience in customer service
• 1+ year experience using an ERP or CRM system, preferably in a manufacturing environment
• Project management experience preferred
• Bilingual in English and Spanish preferred but not required

Benefits

• Competitive medical, dental, vision, and prescription insurance coverage
• 401k with a company match
• Earn PTO hours immediately
• Tuition reimbursement
• Opportunities for development
• 8-minute walk to eco-friendly public transportation from Red Rose Transit Authority