Job Description

FT- International/National Account Customer Service - Modesto, California

Department: Customer Service

Job Description

The role of the International Customer Service Representative is to provide a superior level of customer service to all of our external and internal customers.  This position is for a dedicated service individual that is willing to make a personal commitment to meet and exceed customer expectations with each and every contact.  This person must be enthusiastic, patient and have excellent problem solving and follow through skills while working in a fast-paced environment.  This position requires a high level of flexibility and the ability to maintain a positive attitude. 

Essential Duties and Responsibilities:

Customer Service                     

  • Receives and answers inquiries from customers by phone, fax, postal mail and electronic mail concerning price, and availability as well as the application of products, services and programs.
Provide exemplary service to consumers and/or sales representatives by responding to product inquiries and service inquiries.  Tracks the progress of orders and communicates status to customers and/or sales representatives. Provides instructions for returning products, issuing return authorization numbers and return shipping labels when applicable. Prepares mailings of catalogs and promotional materials for customers. Thoroughly researches customer issues, complaints and comments and provides complete and timely resolution. Oversees order fulfillment activity for assigned accounts to provide the best service possible.  Works with shipping team and customer to coordinate shipping of orders Manages open order report for the assigned accounts and communicates any issues or updates as needed to these customers and/or sales reps. Strives to meet and exceed territory objectives by assisting sales team in promoting items and programs available to help drives sales. Helps to research discrepancies reported by customer or sales representative and search for win/win solutions. Contributes to team goals by accomplishing related results as needed. Consistently looks for opportunities to improve service. Other duties as assigned and necessary.


  • Receives and enters orders from customers and sales representatives.
  • Enters orders, by deadlines established within the department.
Receives and processes order adjustments. Processes special request orders as need for internal and external customers. Other duties as assigned and necessary. 


  • To perform the job successfully, an individual should demonstrate the following competencies:
  • Strives to continuously build knowledge and skills.
Maintains confidentiality. Remain open to ideas and tries new things; Shares expertise with others; Gives and welcomes feedback; Applies feedback to improve performance; Contributes to building a positive team spirit; Asks for and offers help when needed. Works ethically and with integrity. Upholds organizational values. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning decisions; Includes appropriate people in decision-making process; Makes timely decisions. Measures self against standard of excellence; Demonstrates accuracy and thoroughness; Reacts well under pressure; Assesses own strengths and weaknesses; Accepts responsibility for own actions; Treats people with respect and consideration. Meets productivity standards; Strives to increase productivity; Completes tasks correctly and on time; Uses time efficiently; Aligns work with strategic goals; Looks for ways to improve and promote quality; Displays orientation to profitability. Is consistently at work and on time; and commits the time required to meet the goals.

Qualifications:  Customer service experience, attention to detail, good problem-solving skills, documentation skills, excellent listening and phone skills, ability to analyze information and resolve conflicts, ability to multi-task. Spanish speaking preffered.

Education and Experience:  Associate degree (A.A.) or equivalent from a two-year college or technical school or two + years' experience in a manufacturing or distribution company with emphasis on customer service and/or public contact, or equivalent combination of education and experience.

Language Skills:  Exceptional written and verbal communication skills required;  Ability to read and comprehend simple instructions; short correspondence, and memos;  Ability to write simple correspondence;  Ability to effectively present information in one-on-one and small group presentations to customers, clients, and other employees of First Tactical;  Speaks clearly and persuasively in positive and negative situations;  Listens and gets clarification;  Listens to others without interrupting. 

Mathematical Skills:  Ability to add and subtract two-digit numbers and to multiply and divide by 10’s and 100’s; Ability to perform these operations using units of American money.

Reasoning Ability:  Ability to apply common sense understanding to carry out detailed but uninvolved written and oral instructions; Ability to deal with problems; Exceptional organizational skills required; Ability to recognize and resolve problems quickly using sound judgment.

Computer Skills:  To perform this job successfully, an individual should have extensive computer experience to include Microsoft Word, Excel or similar order software. Working knowledge of ABS, a strong bonus. 10 keys by touch are required.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 While performing the duties of this job, the employee is regularly required to sit, talk and hear, use repetitive motion, type, use ten key, and keyboard.  The employee is frequently required to use hands and fingers to handle and feel.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision to utilize the computer monitor. 

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Position Type and Expected Hours of Work:  Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m with a 1 hour lunch break.

Job Type
Full Time