Job Description

Administer the movement of export orders across international borders in accordance with organizational policies and in compliance with relevant local, country, and international customs laws and processes. Function as a primary interface with internal and external customers from an export execution standpoint. Manage customer accounts in assigned destination countries in relation to export order management activities, general requests, problem solving, and communication while maintaining DFA's high standards of compliance and customer service. Ensure that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively, and in accordance with consumer laws. Analyze each situation as needed and take appropriate action to meet customer needs. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Prepare, review, and maintain files for export documents required for the lawful completion of export activities. Serve as a resource and export liaison for customers (domestic and international) and internal business groups, such as sales, distribution, credit, accounting, manufacturing, and compliance; educate on appropriate export practices.

• Manage customer accounts in assigned destination countries in relation to export order management activities, general requests, problem solving, and communication while maintaining DFA's high standards of compliance and customer service
• Directly interact with appropriate individuals at the customer sites to manage the relationship with the customer
• Resolve critical customer support issues and order follow-ups with network of agents and partners and/or internal management
• Review circumstances, prioritize workloads, and adjust shipments and delivery timelines to meet customer requests and timelines. Work with Customs brokers and freight forwarders to resolve export operational issues
• Work with QAC to make sure that complaints are properly facilitated through the complaint process flow
• Manage the export documentation process to ensure appropriate required documentation is filed correctly, timely, and compliant according to destination
  • Coordinate efforts with different DFA operational areas and government agencies to obtain and execute all export documentation such as Commercial Invoice, Packing List, Certificate of Analysis (COA), Bill of Lading (BOL), Aphis (Health Certificate), Automated Manifest System (AMS) [Sanitary Certificate], Certificate of Free Sale, Certificate of Conformance, Affidavits, Certificates of Origin, and Other Government Agency (OGA) certifications
  • Determine appropriate documentation according to Letter of Credit requirements, create these documents, and, when applicable, submit for shipments
  • Work with and file for documentation with several USG (United State Government) entities
  • Develop and obtain approvals for document revisions and amendments as required
  • Ensure required documentation is in accordance with U.S. and international regulations
• File Electronic Export Information when required, supply required data elements to forwarder if shipments are routed transactions, and audit for accuracy
• Assist with implementation and management of effective export compliance programs according to U.S. and international laws and regulations

• Review Customer Sales Agreements and work with other departments to comply with the agreement

• Collaborate with Sales during contract signing and after sales execution to facilitate Export OTC through its circle; collaborate with Credit during account set up and with Accounting during month end billing; collaborate with the international trade compliance manager to make proper documentation

• Work with plant operations to help facilitate prompt GI of loads after allocation has been done

• Work with SAP/IT and master data teams in order to properly set up and enter documents in our system of record

• Work with the internal freight forwarding team and the domestic logistics groups to coordinate freight/load pickup and delivery of products

• Assist in developing and maintaining policies, procedures, and instruction manuals to assure compliance with export laws and regulations as well as administrative practices
• Utilize tools, including the CSR Dashboard, incomplete order report, orders with shipping past due report, and orders shipped not invoiced report, and communicate needed order revisions to department management
• Maintain customer master files to serve as a guide when managing export orders
• Audit Letter of Credit applications and give recommendations to DFA Credit Manager, if amendments are needed. Highlight risks to DFA based on requested customer payment terms
• Qualify products for applicable Free Trade Agreements

• Retain export records in accordance with government regulations
• The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

Qualifications