JOB DESCRIPTION 
 
Job Title: Customer Service Management – International  

(Manager or Team Lead) 
 
SCOPE 
International Customer Service Management staff are responsible for managing daily customer service operations and staff in order to ensure service excellence and maximize new business opportunities. 

ACCOUNTABILITIES 

Manages assigned Customer Service office with integrity and ethical business practices, and in accordance with Company policies, procedures, and practices. Provides support for other departments and branches as needed.  Develops and maintains a productive work team by hiring qualified personnel, training, and managing performance. 

Gratifies and astonishes customers with service excellence.  Demonstrates knowledge, experience and understanding of distribution.  Develops results-oriented customer service strategies.  Manages daily operations to meet department and company objectives, and pursues business opportunities beyond customer requests.  Sets and tracks goals. 

Understands and able to correctly work with multiple currencies, profit margins, markups, competitive pricing strategies, and other requirements with regard to processing international orders. 
 
Expands product knowledge utilizing all available sources.  Keeps self current regarding industry trends, practices, news. 
 
Interacts effectively and professionally with others and able to initiate, establish and maintain highly effective relationships with internal and external business contacts of various cultures. Able to communicate with people at all levels. 

Detailed and thorough in work habits with multi-tasking ability.   Strong analytical, problem solving, negotiation, organizational and teaching skills.  Works with minimum supervision and makes independent judgments.  Accurate, thorough, and timely reports.  

Extremely confidential and trustworthy.  Arrives on time and works the hours needed.

Valid driver's license. Available and willing to travel if needed, including internationally. Valid passport and other required documents for travel. 

QUALIFICATIONS 
 
EDUCATION & EXPERIENCE 
 
Degree from four-year college or university in business, marketing, or other approved field and minimum 5 years relevant management and industry experience, or approved equivalent combination of education and experience. Experience in developing and maintaining productive work teams, and providing ongoing performance management. 

COMPETENCIES 
 
Managing Others                                  Customer Focus            Business Acumen 
Relationship Management                  Driving for Results        Championing Change 
Interpersonal Communications          Resilience                       Integrity 
Coaching & Developing Others                                                   Quality Focus                
In-Depth Problem Solving & Analysis                                         Influencing & Persuading  

SKILLS & CERTIFICATIONS 
 
•    Bilingual – fluent verbal and written in local language and English.  Additional languages may be required. 
•    Proficient typing and math skills including currency conversions and profit margins. 
•    Professional writing and presentation skills. 
•    PC experience in a Microsoft Windows environment, proficient with internet email, Microsoft Word, Excel, PowerPoint, Outlook and other software. 
•    Internet savvy and familiarity with E-Commerce.

This is a summary of the primary accountabilities and requirements for this position.  The company reserves the right to modify or amend accountabilities and requirements at anytime at its sole discretion based on business needs.  Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.  

Ps: Please send your curriculum vitae in English so that we can evaluate it.

E- mail: rh@macnicadhw.com.br