Homeoffice International Customer Care Specialist chez BlueRoot Health

Position’s Manager: Director of Customer Service & Sales Operations

FLSA: Exempt

PURPOSE STATEMENT:
The International Customer Care Specialist supports Blueroot Health’s global business by managing international sales operations (approx. 75% of the role) and providing strategic partner support (approx. 25%). Primary responsibilities include handling all aspects of key account orders—order entry, export documentation, returns, wire transfers, and shipping accuracy—while collaborating with fulfillment, QA, and regulatory teams.

This role also provides operational support to the Global Sales Director by delivering proactive solutions and enabling sales success through tools and insights.

Success in this fast-paced role requires strong multitasking, problem-solving, and time-management skills, along with a positive, adaptable, and solutions-oriented mindset. You will report to the Director of Customer Service & Sales Operations and work closely with the Global Sales Director.

WHAT YOU’LL DO (MAJOR RESPONSIBILITIES): 

· Ensure consistent application of the BRH customer experience quality framework in all customer interactions, aligning with the standards set by BRH (Best in Class Expectations). 

· Manage all distributor, wholesaler and e-tailer accounts with utmost attention to detail. 

· Administration of all key international strategic accounts, orders, payments, refunds, exchanges, returns, and logistics. Including excellence in handling the order details such as desired expiration dates and product lots, accuracy in order entry including pricing and discounts, accuracy with providing all documents necessary for shipping per account requirements (including Certificates of Analysis, commercial invoices, country-specific documents as dictated by the Chamber of Commerce and the customs officials). 

· Assist the sales team with multi-lingual customers, attend meetings as needed and assure tools are in place to translate as needed. 

· View each order as a project through completion, keeping all stakeholders informed. 

· Own the process from the beginning to the end (PO received to delivered), identifying areas of opportunity and improving processes as needed. 

· Maintain proactive communication with the sales team, providing regular updates on task progress through email, chat, and scheduled meetings, etc. 

· Work cross-functionally with the regulatory and warehouse/fulfillment teams and others as needed (demand planning, quality). 

· Maintain a positive and professional attitude toward customers, both external and internal, at all times. 

· Manage conflict with objectivity and professionalism, immediately reporting escalated issues to the manager. 

· Follow Work Instructions for all role-specific tasks, escalate needs for updates to the manager. 

· Participate and influence future process improvement projects. 

· Perform additional duties as assigned. 

WHAT YOU’LL NEED (KNOWLEDGE/SKILLS/EXPERIENCE):

· High school diploma, with college degree preferred. 

· Spanish language fluency is preferred  (Multilingual fluency in Portuguese and Mandarin Chinese desired)

· 5+ years of experience working in a customer service facing role, with demonstrated ability to multitask and manage priorities independently (Preferred experience in an international key account/strategic customer support role that included complex order entry/fulfillment/logistics tasks.)

· Superior ability to solve problems, using business acumen and good judgement. 

· Excellent communication and listening skills, experience working with others and managing cross-functional interactions to accomplish mutual goals. 

· Superior ability to stay calm under pressure and deadlines with ability to prioritize tasks independently. 

· Expert in Oracle NetSuite. Working knowledge of MS Office suite. SPS and EDI knowledge are preferred. 

· Ability to utilize Microsoft Teams effectively to communicate with team members. 

PHYSICAL REQUIREMENTS:

· Sitting for long periods of time.  

· Repetitive tasks such as typing and extended periods of computer screen time.

· Handling stress with composure.

Blueroot Health™ is an Equal Opportunity Employer. Employment opportunities at Blueroot Health™ are based upon one’s qualifications and capabilities to perform the essential functions of a particular job. All employment opportunities are provided without regard to race, religion, sex, national origin, age veteran status, disability, genetic information, or any other characteristic protected by law.

This Equal Employment Opportunity policy governs all aspects of employment, including, but not limited to, recruitment, hiring, selection, job assignment, promotions, transfers, compensation, discipline, termination, layoff, access to benefits and training, and all other conditions and privileges of employment.