International Trade Specialist | Remote

Lifeway is hiring a full-time International Trade Rep. In this role, you will represent LifeWay Christian Resources to English and Spanish speaking customers regarding resources, services, events and related information for the purpose of order fulfillment and customer satisfaction. Serves as the means by which customers worldwide may order. Receive, research and respond to complaints and inquiries from customers. Work remotely from an approved location.

Why Lifeway? 

Lifeway is a place where you can bring your faith and work experience to join in the most important mission in the world: making disciples of Jesus Christ. Whether you’re a creator or storyteller, data guru or problem-solver, or anywhere in between, if you’re passionate about serving the church, we have a place for you. Lifeway has a strong Work from Anywhere (WFA) culture that is deeply focused on our mission and values. While headquartered in Nashville, TN, many of our positions are remote-eligible and have autonomy and flexibility with work hours. We provide equipment and resources to ensure team members have access to a productive and ergonomic workspace. We believe building relationships and community is essential to how we work together, so Lifeway hosts all-team meetings several times per year and provides travel for key team gatherings for remote-based team members. Full-time employees are eligible for enrollment in our comprehensive benefits plans including healthcare, vacation and sick time, holiday pay, care days, 401(k) plan, maternity and paternity leave, adoption assistance, mission trip time, and more. If this sounds like a place where you would be excited to serve the kingdom of God, we would love for you to join our team.

Learn more about our culture at team.lifeway.com/culture-code 

This is a remote position in the U.S. with occasional travel to Nashville for in-person team gatherings. #LI-Remote 

• Answer customer questions via phone, chat, email regarding LifeWay produced resource, event, service or other vendor distributed resources. Enter orders for any LifeWay produced or distributed resource. Select the correct account number, payment type, enter correct ISBN/item and promotion numbers. Verify shipping address, carrier and make any changes as needed. Enter any pertinent information related to the customers account or order. Assist customers with previously placed orders using current tracking methods. Help customers with inquiries. Recommend, promotions created for Spanish products and cross sell LifeWay resources to meet the expressed and unexpressed needs of customers. Provide customers with availability, pricing, shipping, event, service and product information as requested. Assist customers with basic web support inquiries and transactions. Travel may be required a minimum of 4 times per year. 
• Investigate, analyze, resolve complaints and inquiries received by multiple channels regarding products not received, shortages, UPS call tags, shipping errors, incorrect charges, damaged or defective product replacements, etc . . Works internally with accounting regarding credit holds, slow payment, and receipt of payments. Coordinates internally with transportation / logistics and externally with freight forwarders and customs offices. Enter adjustment orders or credit memos to resolve customer complaints and inquiries. Initiate the process for tracing shipments lost or damaged in transit, etc.. Provide necessary information to appropriate personnel to process and follow up with customers when necessary. 
• Enters pertinent customer information into a knowledge database to be shared within the corporation. Create and/or maintain changes to customer account information. Maintains familiarity with job related information by reviewing current procedures, resources, service, event information and LifeWay policies. Demonstrates ability to effectively use and master various software, tools, and systems as required. 

Minimum Education Required:
• High School diploma

Years of Experience Required:
• Actively serving in Church 
• Actively involved in the Hispanic community 
• 1+ years of Customer service experience 

Required Knowledge, Skills, and Other Abilities:
• Written and verbal communication in Spanish and English - Advanced
• Able to fluently communicate (oral & written) in Spanish and English while incorporating a strong understanding of Hispanic culture - Advanced
• Possess strong PC skills with the ability to navigate the internet and assist with basic web support - Intermediate
• Ability to multi-task and apply organizational skills to handle problem solving and analysis - Intermediate
• Able to promote or recommend resources, events and services - Intermediate

Preferred Skills, and Experience:
• Knowledge of international shipping requirements, freight forwarders, customs and importation documentation

Other Job Requirements:

• Ability to travel a minimum of 4 times per year if required.