Import Export Manager
ConfidentialThe Import Export Process Manager manages B2B customer orders for a national distributor of general CPG products, from order receipt through to delivery. The role ensures orders are processed accurately, fulfilled effectively, and shipped in line with customer requirements, covering both domestic orders shipped from our distribution centers and direct-import orders shipped from overseas factories
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and suppliers to national retail customers.
Working closely with customers, our warehouse and 3PL partners, freight forwarders, and internal teams, the Import Export Process Manager provides excellent customer service, proactively manages order issues, and helps ensure sales are converted into shipped orders within the required timeframe.
PAY RANGE:
Up to 120K Annually + Bonus
LOCATION:
Fully Remote (Within the United States)
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Order Management
• Manage B2B customer orders end to end, from order receipt through to shipment and delivery.
• Process customer orders accurately, completing all required checks including product codes, pricing, quantities, inventory availability, and customer-specific requirements.
• Review orders proactively to maximize fulfillment and minimize shorts, cancellations, and delays.
• Ensure orders are released and shipped in line with agreed customer delivery dates, ship windows, and routing requirements.
• Monitor open orders and take proactive action to ensure orders ship within the required timeframe.
• Provide customers with timely updates on order status, availability, shipment, and delivery.
Import / Export & Direct-Import Orders
• Process and manage direct-import (DI) and export orders for national retail customers, from PO receipt through factory production, shipment, and delivery.
• Coordinate with overseas factories, suppliers, freight forwarders, and customs brokers to book shipments, track containers, and confirm ship dates and ETAs.
• Prepare, review, and maintain import/export documentation, including commercial invoices, packing lists, bills of lading, and certificates of origin, ensuring accuracy and compliance with U.S. Customs and retailer requirements.
• Ensure import shipments meet each retailer's requirements for ship windows, labeling, packaging, and documentation to prevent chargebacks, fines, and rejected shipments.
• Keep customers and internal teams informed of import order status, potential delays, and resolution plans.
• Work across retailer vendor portals and systems (such as Walmart Retail Link, Target Partners Online, etc.) and EDI to support order processing, ASNs, routing, appointment scheduling, and delivery bookings.
• Ensure retailer-specific routing guides and vendor compliance standards are followed to minimize delivery failures, compliance issues, chargebacks, and deductions.
• Respond to customer queries relating to orders, stock availability, deliveries, and order status.
• Maintain accurate customer and order information within internal systems and customer portals.
Warehouse, 3PL & Delivery Coordination
• Work closely with our warehouse teams and 3PL partners to coordinate order release, picking, shipping, and delivery.
• Collate and provide the required shipping, collection, and registration documentation.
• Coordinate customer pickups and ensure customers and carriers receive the information required to collect orders.
• Work proactively with warehouse and 3PL partners to resolve shipping delays, inventory discrepancies, and damages.
Issue & Exception Management
• Investigate and resolve order-related issues, including inventory and quantity discrepancies, order shortages, shipping or delivery delays, incorrect items, damaged goods, and customer claims.
• Track outstanding issues through to resolution and keep customers and internal stakeholders informed.
• Identify recurring issues and highlight opportunities to improve the customer order process.
Returns & Specialist Orders
• Process customer returns accurately and