Provide exceptional service to our international customers through all available communication channels by managing quotes, purchase orders, returns, and coordinating with carriers and distributors. Ensure timely follow-up on each request to deliver high-quality service and help turn every interaction into an experience that enhances our customers’ lives.

Specific Job Functions
- Receive and enter orders from international customers received via email.
- Ensure that the customer’s formal purchase order complies with the international requirements established by the Customs Compliance department.
- Handle issues and requests received through the Nice CxOne phone line and/or Oracle Service Cloud email. These may include general product information, current order status, providing quotes, resolving defective product issues, initiating internal quality investigations (CFs), managing return requests (RMAs), and processing Credit Memos and/or Debit Memos as needed.
- Handle incoming calls from commercial, retail, and consumer customers,



including both incoming and outgoing calls and messages.
- Provide proper follow-up on orders. Ensure processing from order entry, monitoring production for on-time shipment, and correct delivery to the final destination. Other duties include ensuring shipment and delivery through a carrier approved by our customs department, checking order status, providing Certificates of Quality, managing and providing Certificates of Origin, and documenting complaints with carriers when applicable (EZ Claims).
- Interact with other departments to resolve customer issues. These departments include, but are not limited to: Manufacturing, Finance, Customs, Distribution, Transportation, Engineering, IT, SKU Team, Pricing, Sales, etc.
- Act as the link between our customers and the various internal departments at Master Lock to resolve issues.
- Be individually responsible for contributing to the team’s success by consistently adhering to the schedule, ens

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