Sr. Customer Service, Export Group


Pasadena, CA Remote

Full time

Business Operations

Aug 5

Full Job Description


Is responsible for the efficient administrative operation of the division's export sales activities. Ensures that all transactions are properly documented and meet the requirements of the Customer or Country to which material is shipped. Is responsible for maintaining strong relations with suppliers, customers, and service providers. Is also responsible for supporting accounting activities in the regional office.

Assists in the Customer Service Program whereby all activities related to customer service and field support are carried out by establishing, implementing and maintaining high service standards, assuring that Customers receive the best sales service possible while always improving customer good will during service periods.

As directed, will assist in developing policies and procedures covering order processing, general correspondence and resolution of customer complaints while coordinating sales service with other operating and service departments.

This position requires a high attention to detail with strong analytical and communication skills.


Review and verify orders received from Suppliers/Customers for completeness, accuracy, and compliance with contractual Terms, LC’s and customs restrictions.

Secure Bookings with Ocean Freight Carriers, coordinate CCIC/COTECNA/Other inspections required.

Closely track and document logistics results and order fulfilment to ensure cargo departure before customer LSD, while ensuring that files are properly maintained.

Filing of shipping instructions (dummy/master B/L) in accordance with the U.S. Customs compliances, and careful BL proof-reading.

Professional daily and ongoing Contacts with suppliers, truckers, freight forwarders and ocean carriers as required.

Issues and maintain Purchase and Sales Orders to assure they are accurate, complete and up to date.

Performs clerical assignments, ensuring that all work is completed accurately and on time (invoicing, data entry, etc.).

Responsible for timely completion of month-end data entry for close out as required by Corporate Accounting.

Enters all shipment data into the database to track and account for the movement of all supplier materials.

Performs troubleshooting analysis as necessary to determine accuracy of payments received or claims to be paid.

Prepares required documentation/invoice to be sent to various banks or customers of materials.

Protects assets, confidential and restricted information, and other data in contacts with competitors, vendors and others.

Serves as a sales support contact for ITG with customers, suppliers, inspectors, etc. while strengthening and maintaining favorable relationships by utilizing diplomacy and professionalism.

Maintains certification by country, UIIA Certification, AES Filings, Letter of Credit Instructions, Bank Documentation, Ocean Bills of Lading, etc.

Have a full understanding and the ability to perform the CIF sales process from start to finish (purchase order documentation, purchasing module, letters of credit, invoicing system, etc.)

Work with supervisor to maintain cost focus on orders and activities to meet budgetary goals and make margins, with proper assignment of sources to customers and PM update of this information.

Interfaces with Corporate Logistics for current domestic and international trade information, assistance with claims directly related to transportation, cargo insurance, port and trucking issues.

Supervises and directs the work of CSR’s assigned to support the export business.

Have a full understanding of ITG’s SOP Business Process and flowchart from start to finish.

Performs the CIF sales with the ability to support and backfill by fully covering the International logistics manager’s CIF responsibilities while travelling or on vacation.

Trains junior customer service staff and offers input to current manager in regard to performance management and personal development.

Performs other similar and related duties as assigned.


Performs offsite warehouse visits at transloading sites to ensure Sonoco’s guidelines are followed.

Serves as lead on potential Letter of Credit review and discounting with banks and ITG team for West Coast.

Responsible for Customer Sales Analysis review & error check. In direct communication with Accounting department

Responsible for Reviews & Action on ITG A/R aging

Responsible for process of Ocean Freight Carrier Invoices, download entry, & statements

Responsible for freight discrepancy and dispute case follow up with Shipping Lines

Reviews/Corrects discrepancies on CASS charges

Responsible for identifying and correcting freight charges on split bookings

Responsible for managing claims & claim payments, lead bi-weekly meetings with ITG team.

Responsible for developing and maintaining claims analysis data for team evaluation

Responsible for managing claim filing photos and backup details in cooperation with our office in China.

Maintains office Administration and supply management

Coordinates CieTrade Guidance/Training for new ITG staff

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.

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