Job Description

• Position Overview
  Our Virginia Beach, VA facility - Eagle Industries is actively seeking a Customer Service Rep that is responsible for customer service issues related to the BLACKHAWK and other Tactical Group products as needed. Must have the ability to utilize soft skills, problem solving, and product knowledge to assist customers effectively, and support the quality department as needed. This position requires an individual who is capable of successfully managing multiple interruptions while completing assigned responsibilities on time and with quality. The ideal candidate is flexible to change, can function well in a fast-paced dynamic environment and is interested in job longevity.
• Respond to customer inquiries related to order placement, product availability, transit times, and export requirements.
• Act as account liaison between Outdoor Marketing International Group and all their accounts they service.
• Subject matter expert on international shipping and INCO Terms
• Enter and manage all orders for Subsidiary offices, Distributors, and Dealers.
• Work with the credit department as needed to get orders released in a timely manner.
• Maintain a clean open order report by promptly communicating to customers any shipment delays.
• Review international purchase orders for accuracy and
• Utilize Excel to maintain and create reports for customers and internal partners
• Report daily and weekly metrics to support continuous improvement agenda of department.
• Generate export shipping documentation and work with DC on the export of orders. Ensure proper documentation and licenses are in order for each shipment.
• Work closely and communicate with the Sales team as needed.
• Coordinate with multiple internal departments; Compliance, Purchasing, Forecasting, Product Managers, Marketing, and Transportation to coordinate the shipping of orders and samples to customers.
• Assist in resolution of invoice/credit issues with the Finance Team.
• Investigate order/shipping errors and work with the DC to determine root cause and prevention.
• Cross-train with other CSR's to serve as back up for designated staff members.
• Handle RTVs and customer returns as needed.
• Handle sample shipments as needed.
• Maintain a system of record for Distributor database.
• Develop and maintain positive customer relations with both external and internal customers and staff.
• Attend webinars, training sessions, and industry seminars to stay current on Export/ Logistics topics as it relates to shipping to foreign destinations.
• Assist Customer Service/ Consumer Services Supervisor with special projects as needed.
• Perform other customer service related duties as directed.
• Demonstrates initiative and problem-solving skills.
• Attend internal meetings as requested.
• Travel as required

Education and Training:

• Associate degree in Business, Communications or related field is desirable.
• Minimum two years in customer service or account management preferred.
• Basic understanding of International logistics, INCO terms, and exportation.
• Computer literate, proficient in use of Microsoft Office products.
• AS400 and Microsoft AX experience desirable.
• High school diploma or equivalent required.

Skills and Abilities:

• Excellent customer-relations skills.
• Excellent verbal, written and interpersonal communication skills. Solid comprehension, listening and negotiating skills.
• Ability to organize and prioritize numerous tasks in order to meet deadlines.
• Excellent intuitive, analytical and problem-solving skills and follow up skills.
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.
• Able to multi-task. Strong time management skills essential.
• Ability to execute tasks with a high degree of accuracy and attention to detail.
• Excellent Attendance.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled