International Team Lead Job Location: King of Prussia, PA, United States Employment Type: Regular Category: Customer Service Posting Date: Oct 21, 2024 The International Team Lead is responsible for the International Sales and/or Purchase Order Management process, and supervising of the international customer service team, customer satisfaction (internal and external), support, account reconciliation, and supporting the revenue stream of Bostik. Working in a customer service team, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Bostik departments. Key Activities Team Leadership (30%) Review, manage and train employees in business specific procedures, import/export regulatory compliance and complaint management. Meet frequently as a team and with individuals to evaluate and develop team members; enhancing necessary competencies to sustain success. Provide the team with the required tools, resources & access to successfully complete the required job functions. Increase efficiency, productivity, and profitability through continuous improvement of the order process (i.e. Customer Master, AEN functionality, SAP reports). Ensure the proper distribution of workload among the team based on skill level and volume. Import/Export/Order Management (30%) Responsible for all order management activities for international orders. Export Order management will include a group of key customers (internal and external) segmented by market or global region. Import activity includes order management of purchases for foreign sourced raw materials, finished goods replenishment, or 3rd Party sales to customers. Export + Accurate sales order entry + Providing complete and correct Shipper Letter of Instruction (SLI) information to Bostik’s Forwarder for booking, US Customs, and document distribution + Ensuring all Export orders received are entered & acknowledged within 48 hours of receipt + Accurate & timely SAP Customer Master record maintenance + Arranging logistics and transportation + Providing costs of transportation as part of the pricing equation for international sales + Consistent use of the Bostik document distribution process for export documents to Bostik’s Forwarder. + Using custom SAP reports to track & report the progress of booking requests, shipping, sailing, and document distribution to customers. + Communicating and update order status to internal & external parties. Import + Issuing purchase orders to foreign suppliers, and communicating requirements for importation of goods into the United States + Maintaining 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. + Completing audits of import to ensure compliance Export & Import + Investigating, approving, documenting, and paying charges using Shipment Cost Documents. + Maintaining 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 executing transactions and understands Import/Export processes. Resolving issues (20%) Investigate and resolve residuals on a timely basis, create credit and adjustments within authorized limits, or requests approval when needed. 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. Supervision of team on 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 (10%) Actively participate in all required training in the proper time frame 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. Additional Activities (10%) Identify the need for new ISO Procedures; make recommendations for revisions. Perform other business specific related activities as directed to support sales and distribution processes. May include inside sales, import, export, collections, forecasting, supply chain, various report requests (SAP BW, WBBR, Power BI etc.), master data maintenance (e.g. pricing). Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team. Qualification / Experience + Bachelor’s degree in Business, Engineering or Supply Chain or equivalent relevant customer service experience. + 7+ years exp. with bachelor’s degree. 7-10 years of exp. in international customer service or international customer facing role. + Supervisory experience strongly preferred. + CCS (Customs certification) preferred. + Intermediate skills in Microsoft applications + Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills + Customer Order processing in an enterprise system, SAP experience required. + Knowledgeable in and consistent use of Incoterms 2010 Competencies + Creates a relationship with customers (internal & external), possesses appropriate business knowledge and offers solutions to issues within business specific limits. + Consistently communicates effectively, verbally and in writing, and can identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios. + Communicates with foreign affiliates, customers, and suppliers for desired results in a multi-cultural environment. Well versed in international terminology and proper use of such terminology, including of parties involved in international transactions, Broker/Forwarder/Notify Parties/Consignee/Steamship Line/NVOCC/consolidator/etc. Understands the role of each party in the international processes. + Strong knowledge of SAP/ERP Master Data, has demonstrated knowledge of the export/import order processes and key fields for expected results, Available to Promise (ATP), etc. Familiar with and uses resources appropriately when researching issues, foreign regulation changes, etc. Prepare and analyze monthly statistical reports. + Exercises good judgment autonomously on all tasks by evaluating the impact of decisions on customers and the organization. Ensures compliance of team with regulatory requirements. Mentors team members in quote to cash process. Consults on the appropriate use of Incoterms 2010. Reviews E-mails, purchase orders, letters of credit, for potential discrepancies and understands Bostik‘s ability to deliver based on the requests. + Strong analytical skillset and ability to act upon issues, proposing the best solution to international shipping issues. Determines solutions which are in the best interest of Arkema Inc. Who we are?Arkema is a world leader inInnovative Materials for a Sustainable Worldwith the ambition to become a pure Specialty Materials player. We thrive asOne Arkema, comprised of many businesses and brands including Bostik, ArrMaz, and more! and operating with a global reach in 55 countries with more than 21,100 employees. Each one contributes to positioning Arkema as a recognized leader of specialty chemicals and advanced materials, reporting annual sales of €9.5 billion, of which 2.9% allocated to R&D for 1,800 researchers in 17 R&D centers. If you pursue excellence, love innovation and are inspired by challenges, we encourage you throughwww.arkema.com (https://www.arkema.com/global/en/) to learn more about our values – Solidarity, Performance, Simplicity, Empowerment, and Inclusion – and how we concentrate on advances in bio-based and recyclable materials, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation. Changing the world requires the right formula.The right formula consists of our innovative and sustainable materials, and you. Join us to develop the materials of tomorrow and make a difference together.What are you made of? The legal information below pertains specifically to positions posted in the United States, however we strive for diversity, equity and inclusion in all the countries that we hire. Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting and hiring. Visit ourLinkedIn (https://www.linkedin.com/company/arkema/) ,Youtube (https://www.youtube.com/watch?v=RoewV6ME3FI) , X (https://twitter.com/i/flow/login?redirect\_after\_login=%2FArkema\_group) , Facebook (https://www.facebook.com/ArkemaGroup) ,Instagram (https://www.instagram.com/Arkemagroup/) Job Segment: Logistics, Manager, Compliance, Supply Chain, Accounts Receivable, Operations, Management, Legal, Finance