To maintain the trade compliance and customs requirements to ensure smooth and effective operations that meet our legal obligations. To coordinate and process international orders in compliance with all regulations and legal requirements. A front-line contact for customers, the role is to provide exceptional service with the ability to practically apply knowledge to solve problems. The position is a focal point for international trade compliance, accurate data entry, maintenance of records and providing best in class customer service (excellence). Perform general administrative tasks as required within the role.
Essential Functions
- Maintain compliance and documentary evidence to meet the legal requirements of Customs and International Trade by remaining up to date and implementing and monitoring the effectiveness of departmental procedures.
- Ensure effective and comprehensive training and support is provided to new/inexperienced employees for the routine tasks within the role and on-going training and support is provided for unusual events, special assignments and changing regulations within the role when appropriate.
- Maintain the business system product master data for accuracy in order processing and meeting the requirements for classification. Follow the business procedure and co-ordinate accurate data being provided. Maintain local information systems with additions or changes to products packing and packaging details to support the shipping process.
- Perform effective processing of orders within business expectations and timelines, data accuracy and offering a high standard of internal and external customer service. All activities must be managed to be within business guidelines and policies, meeting all legal, regulatory, and quality requirements in line with accredited systems and best practice.
- Provide the external interface with our international customer base and coordinate with internal departments to provide an exceptional service.
- Coordinate the processing of orders and returned / replacement goods utilizing business systems and supporting systems with accurate data entry by adhering to key directives and standards. Customer requirements must be met within business limitations.
- Liaise between freight suppliers and DC locations to organise the shipping of goods to meet our customer requirements utilizing the business systems.
- Issuing payment documentation to meet the requirements of the agreed payment terms and in line with import, export, and customer requirements. Open account, documentary credits and letters of credit.
- Issue credit notes and non-sales billing as per the authorised procedure.
- All transactions to be processed to meet legal and compliance requirements including international trade, Customs, Finance and GDP for active pharmaceutical ingredients. Also, ensuring legal and audit documentation & retention requirements are met and readily available through collection, reporting and filing of documents and maintaining a high standard of housekeeping and archiving of all files.
- Maintain the business system customer master data through following the business procedure and coordinating and providing accurate compliant data. Supporting trade compliance and accurate order processing and reports.
- Report and investigate incidents, deviations, and customer complaints. Provide support and guidance for non-routine incidents.
- Solve problems and develop solutions referring to notices, policies and procedures for guidance and using knowledge, skills, and analysis to respond to external and internal customer queries and maintain effective department procedures.
- Maintain and develop department information and systems through monitoring, auditing, updating files and documenting & maintaining departmental procedures. Utilize business systems available and the quality management system to support robust training materials and internal processes for new/inexperienced employees and unusual events. Provide training where necessary.
- To be actively involved in projects for continuous improvement, cost savings, problem solving and development. Create value to the business, look to best practices, develop systems and processes, improve productivity, and support excellent service to internal and external customers.
- Provide internal sales support as required.
- Provide cover for absence within capabilities and authorisation or to assist other team members with workload imbalance or critical tasks.
- To perform other duties or responsibilities identified as pertinent to the job or company.
Education
- Further education in Logistics, Supply Chain, International Trade or Business, preferable at 3rd level or above International Trade Compliance requirements.
- Computer skills in the latest MS Office suite including Word and Excel.
Experience
- 3+ years working within and international supply chain in a customer service environment.
- Experience in applying international trade compliance requirements to business processes.
- Strong organisational & communication skills to process multiple international order types to worldwide destinations and influence others to meet compliance obligations.
- Experience in meeting KPIs and deadlines in a highly competitive international business environment.
- Previous experience in utilizing business systems ensuring that consistent and accurate data entry is available for informed business analysis and decisions.
- Previous experience in developing documented procedures to ensure quality business processes are followed.
- Skills to train and provide guidance to new team members and during special assignments.
- Experience with regulatory documentation, customs regulations, and ensuring compliance with international pharmaceutical trade laws.
- Proven experience working with cross-functional teams, including sales, marketing, regulatory affairs, and manufacturing, to align export-import activities with business objectives.
Skills/Competencies
- Functional /Technical Skills – To meet and keep up with the complex compliance and legal requirements of international trade.
- Problem-solving and Decision making – Ability to quickly resolve issues that arise during export-import operations and make informed decisions.
- Quality Assurance – Knowledge of quality standards and practices in the pharmaceutical industry including GMP and GDP.
- Customer Focused – Dedicated to meeting the expectations and requirements of internal and external customers. Establishes and maintains effective relationships and gains trust and respect.
- Building Effective Teams – The ability to work with limited supervision and have a significant impact on the team’s compliance performance.
- Standing Alone – Takes on responsibility, relishes tough assignments and is able to be counted on when times are tough.
- Informing and Communication – Provides information in a clear and timely manner providing a high level of service and to allow for informed and accurate decisions within the business.
- Action Oriented – Energised by working hard in a challenging and dynamic business environment.
Relationship With Others
- All Employees
- Customers
- Internal business partners in Commercial, Finance, Quality, Customer Service, Trade Compliance, Global Supply Chain & Distribution Centres.
- External business partners in freight supply & 3rd party distribution.
Normal working hours Monday – Friday day shifts. Occasional requirements to work outside normal hours and weekends.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
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