Customer Service Representative

Job Title: Customer Service Representative
Contract Type: Permanent
Location: Houston, United States
Salary: $75000 - $85000 per annum
Start Date: 2018-12-03
Reference: BH-92069-1
Contact Name: Ashlee Vann
Contact Email:
Job Published: December 03, 2018 14:12

Job Description


Customer Service Representative - Houston


CATCO sales have increased on the order of 200% in less than 10 years.  In addition to the volume of orders, our five global warehouse locations and diverse customer base have made Customer Service an exciting and unique experience.

1. Experience:
  • Associate’s Degree, Professional Certificate or equivalent experience required.
  • Experience in Customer Service preferred.
  • Experience and understanding of global shipping and logistics procedures are a plus.
  • Familiarity and ease with the standard Microsoft Office suite: Word, Excel, Outlook, etc.
  • Demonstrated ability in similar software to, after appropriate training, effectively use CATCO’s INFOR-XA based purchasing, order processing, MRP and CRM software.
2. Communication Skills:
  • Must be an accomplished writer in English.  Additional language skills (Spanish, Mandarin, etc.) are desired.
  • Must have excellent inter-personal communication skills.
  • Must be able to position CATCO as a reputable, reliable, and cost-effective supplier of quality products on the phone and in writing.
  • Ability to comprehend international banking procedures and associated Letters of Credit and their terms is a must.
  • Must be able to quickly discern CATCO’s customers real needs and respond to those concerns.
3. Personality Traits:
  • Must work with a sense of urgency and be able to multi-task.
  • Patience and flexibility in dealing with business cultures and practices encountered in a global environment
  • Must be a self-starter who, after training in CATCO policies, procedures and software systems, can work with minimal supervision or intervention.
  • Must demonstrate critical thinking and analytical decision making, with attention to detail and accuracy.
  • An open personality willing and able to engage in conversation with CATCO customer personnel at all levels.
  • Patience and flexibility in dealing with repetitive tasks as well as changing priorities. 
  • Must be able to cooperate and “get along” with fellow employees and CATCO partners such as vendors and customers, most of whom are located off-site.
4. Responsibilities:

Customer Order Fulfillment:
  • Secure complete order information from CATCO customers.
  • Establish new customer records in CATCO database, including credit review.
  • Enter orders into unique order processing software.
  • Create product purchase requisitions for approval.
  • Create product purchase orders after requisition approval.
  • Approve for payment invoices from product vendors.
  • Arrange with Accounts Payable for appropriate pre-payments on purchase orders, if required by vendor.
  • Issue customer order acknowledgments.
  • Instruct our shipping locations how to fill the order (timing, re-packaging, etc.)
  • Process, print and distribute order documents per requirements.
  • Make sure the order is delivered on-time.
  • Issue invoices upon shipment.
  • Assist in collections for past-due invoices.
  • Issue product return authorizations and subsequent credit memos.
  • Document copying and filing.
  • Completely manage and execute complex export orders, or drop-ship orders from our global manufacturing partners directly to our global customer base.
  • Arrange shipment of goods with an identified set of carriers.
  • Approve for payment invoices from carriers, brokers and forwarders.
  • Understand the complexities of international shipping INCOTERMS
  • Issue packing lists and bills of lading.
  • Issue NAFTA certificates, Certificates of Origin, Certificates of Analysis, or Canadian Customs invoices if required.
  • Document copying and filing
Regulatory Compliance:
  • Enter import purchase orders into database.
  • Reconcile CATCO PO with Customs Liquidation notices in database.
  • Document copying and filing.
End of Month Responsibilities:
  • Track repacking of products and update inventory statements accordingly.
  • Update INFOR inventories on an ongoing basis.
  • Assist in physical count of inventory.
  • Reconcile inventory records.
  • Prepare month-end inventory reconciliations for off-site warehouses.
  • Document copying and filing. 
  • Back up the other Customer Service Representatives in the case of absences.
  • Competence in conversions of common English-Metric units of measure, and of foreign currencies.
  • All candidates must pass psychological, skills and medical (including a drug screen) examinations before hire.
  • New employees are subject to a 90-day probation period from date of hire.
5. Authorities:

  • Choosing logistics partners and delivery scenarios to meet customer demand
  • Authorize shipments made from several of CATCO’s locations.
  • Approve product vendor and freight invoices.
  • Modifying customer purchase order unit prices must have approval by the CATCO Business Development Department.
  • Order acceptance for new CATCO customers may require approval of the Chief Financial Officer.
  • Product returns require the approval of the CATCO Business Development Department.
  • Travel and/or external training seminars must be approved by the VP of Operations.