About this position
Who We Are
Do you want to work for a company named to the Best Places to Work in Rubber and Plastics? Zeon Chemicals is the leading developer and supplier of innovative polymers, including synthetic elastomers and specialty chemicals and other selected products used in countless applications worldwide. We develop superior elastomers for the hottest parts of automotive engines, polymers for longer lasting laser printer rolls, synthetic rubber to survive oil wells' most aggressive fluids and cyclo-olefin plastics for today's advanced medical and electronic applications.
Our team is outstanding at what they do, and we enjoy a great company culture and work environment! This combination truly makes us a best place to work!
Purpose:
Serves as the primary point of contact for international customers and agents, coordinating end-to-end order fulfillment and export logistics. This role exercises independent judgment to manage complex international orders, assess product availability and pricing considerations, and determine appropriate export booking and logistics solutions. Responsibilities include order entry and status management, product availability and pricing support, export bookings, preparation and review of export documentation, and proactive communication to ensure compliant, on-time delivery.
Job Functions/Accountabilities:
- Own and manage international orders from receipt through shipment, exercising judgment to address order changes, confirmations, and exceptions to ensure alignment with customer, commercial, and regulatory requirements.
- Analyze and respond to customer inquiries regarding product availability, pricing, order status, samples, literature, and general account information.
- Evaluate and process customer requests for returns or adjustments via SAP and Reliance systems, following established procedures while assessing business impact and escalating exceptions as appropriate.
- Maintain and update customer account information and required master data; ensure accuracy of shipping and documentation requirements.
- Review the daily Open Order Status Report and take appropriate action to prevent delays and meet requested ship/arrival dates.
- Plan and coordinate export shipments upon order confirmation, selecting appropriate transportation modes and service providers (ocean, air, NVOCCs, forwarders) based on cost, service, and customer requirements. Coordinate inland transportation strategies (e.g., drayage and surface transportation) to support timely and compliant movement to ports, CFS stations, and airports.
- Oversee and maintain complete logistics/shipping information in the business system (SAP), including bookings, sailing/flight details, changes, and tracking information to enable operational readiness and order release.
- Track shipments after departure; follow up to obtain container number, seal number, and packing list details; communicate exceptions and recovery plans to customers and internal stakeholders.
- Support export compliance activities: understand and apply Schedule B/HS classification, Incoterms®, and responsibility for freight/insurance; coordinate AES filing in ACE or ensure forwarders file accurately and on time.
- Review, prepare, and validate export documentation to meet U.S. and destination‑country regulatory requirements, exercising judgment to resolve discrepancies and prevent compliance failures.
- Compile and audit shipment documentation, ensuring completeness, accuracy, retention, and controlled distribution in accordance with internal and regulatory requirements.
- Audit international freight bills and accessorial charges for accuracy; resolve discrepancies with carriers/forwarders and escalate when needed.
- Monitor carrier and forwarder performance, analyze service trends, and communicate improvement opportunities to support service reliability and cost control.
- Maintain work instructions and related content in the Export Compliance Manual and other procedure manuals; keep process documentation current.
- Independently resolve complex issues related to transportation, exports, forwarders, and customer requests; file claims with transportation providers as necessary and coordinate resolution.
- Provide high-quality service to internal and external customers; build and maintain effective working relationships with carriers, forwarders, warehouses, and internal partners.
- Cross-train within the department to improve coverage, teamwork, and efficiency; assist in training new or current employees on customer service and logistics responsibilities.
- Continuously seek ways to improve operational performance, quality, and customer satisfaction; adhere to the quality system and safety/environmental expectations.
- Perform other duties as assigned by the supervisor.
Qualifications:
Education and Certifications:
- Bachelor’s Degree in Business, Supply Chain, Logistics, or related field is required.
- Equivalent work experience may be considered.
Experience:
- 5+ years of experience in International customer service, export logistics, freight forwarding, or related role
Special Qualifications:
- Excellent analytical and problem-solving skills; strong attention to detail and accuracy.
- Strong organizational skills; ability to manage multiple time-sensitive priorities and deadlines.
- Excellent verbal and written communication skills; professional customer interaction skills.
- Working knowledge of international shipping documents and export processes (B/L, AWB, COO, SLI, packing lists, insurance certificates).
- Working knowledge of Incoterms®, Schedule B/HS classification, and AES/ACE requirements (or ability to learn quickly).
- Proficiency in SAP (order-to-cash and shipping/logistics transactions) and Microsoft Office (Excel, Outlook, Word).
Benefits:
Zeon employees enjoy growth opportunities as well as a highly competitive salary and benefits program.
Zeon Chemicals does not discriminate in employment on the basis of race, color, religion, national origin, age, sex, physical or mental disability, or any other characteristic protected by applicable law.