International Order Processing Coordinator / Returns Clerk

Implant Direct LLC, a state-of-the-art dental implant manufacturer, located in Calabasas, seeks an experienced International Order Processing / Returns Clerk position processes international customer orders (along with warranty information) and processes RMAs (return of material authorization requests.)

 

Job duties and qualifications include:

Receiving and Processing of International Customer Returns

1.  Process international RMA’s from the beginning to completion in a timely manner.

2.  Investigate customer complaints and returns to provide detailed justification and documentation by corresponding with customers via email, telephone or in person (in the Calabasas Office).

3.  Keep detailed records of international customer interactions and transactions by recording the nature of inquiries, complaints, and comments, as well as actions taken.

4.  Work with relevant departments to examine product/parts claimed to be defective. Assist in deciphering whether the international customer’s claim will be approved or rejected.

5.  Contact international customers (via email or phone) to review details of investigation and notify of results. Relay actions taken (i.e. credit being issued, rejection of return, product being returned back to international customer, etc.).

6.  Follow-up to ensure appropriate corrections are made to resolve international customers' complaint.

7.  Relay unresolved international customer complaints to appropriate departments for further investigation.

8.  Verify refused product with original order/invoice.

9.  Process invoices for returned goods.

10.  Update the CRM (Customer Related Management) customer database system with relevant information.

11.  Relay correspondence provided by the international customer to the Customer Service Representative.

12.  Prepare weekly RMA analysis reports for upper Management.

13.  Solve internal and external issues through research and analytical thinking with supportive documentation.

14.  Other tasks related to international returns as assigned by Management.

International Sales Support Activity

1.  Prepare and distribute (via email or postal mail) quotes, catalogs and other marketing materials.

2.  Prepare samples.

3.  Follow up on new product releases.

4.  Work closely with technical services personnel and the international customer for complaint resolution.

5.  Pre-qualify and input new leads through questionnaire process.

6.  Complete contact data profiles for all international accounts.

7.  Maintain international contracts and distributors’ files.

8.  Maintain international customer pricing database (as directed by Management) and ensure international customers are informed of all pricing changes.

9.  Other tasks related to international sales as assigned by Management.

International Customer Service ActivityVerify accuracy and completion of international sales orders in a timely manner.  Follow up as necessary.Prepare international export documentation.Process and expedite orders. (Orders are processed based on inventory levels, international customer delivery date requests, payment and internal shipping department schedules.)Work closely with the Materials and production members to allocate inventory based on customer requirements, priority and availability.Customer service tasks include: inventory of product, product availability and product shipment status.Process orders and shipments according to international country specific regulatory requirements.Coordinate, prepare and process regulatory and international documents related to shipping product. Track international shipments.Coordinate, prepare and process unique product shipping and billing requirements for specific international accounts.Verify / confirm all international customer payment terms (i.e. COD, credit card or Net terms) with accounting department. Ensure credit applications are completed by international customers when applicable. Forward all completed credit applications to the accounting department.Other tasks related to international customer service as assigned by Management.High School Diploma or GED required, some college coursework in business, with a minimum of Associates Degree a plus. Requires minimum 3 years experience in Customer Service and data entry. Must speak fluent Spanish and English.Strong organizational skills and attention to detail.Excellent Spanish and English communication skills, both written and oral. Effective decision making, analytical and problem solving skills.Good interpersonal skills.Excellent ability to multi-task.Working knowledge of order entry systems and ERP.Ability to read, understand and retain working knowledge of procedures and company documents.Knowledge of computers to operative effectively with Outlook, PowerPoint, Word and Excel.Current Notary Public commission a plus.



The right person for this position must be a highly organized, independent, detail-

oriented self-starter who is focused on service and has excellent communication skills.

Must have the ability to multi-task and interface effectively with all levels of staff in a fast

paced, ever-changing environment. 



Implant Direct is committed to providing a dynamic and challenging work environment.  Recruiting and retaining a winning team of employees dedicated to the company’s quality policy is critical to our ability to provide our customers with high quality dental products.



Implant Direct LLC offers competitive compensation and a generous benefits package. Benefits include: Medical and dental (HMO and PPO options available), vision insurance, 401(k) plan with employer match, group term life & AD&D, Employee Assistance Program, Flexible Spending Accounts and paid vacation and holidays.

If you are ready to join our growing company, please email your resume and salary requirements to jobs@implantdirect.com or fax to: (818) 444-3408, Attention: Human Resources.



Please visit our website at www.implantdirect.com for more information about our innovative company.



We are proud to be an EEO/AA employer M/F/D/V.  We value and encourage diversity in the workplace.