Bilingual Customer Success Specialist

Job Description

Job Description

Position Title:

Bilingual Customer Success Specialist

Department:

Sales

Reports To:

Director of Sales & Key Accounts

Location:

Louisville, Kentucky U.S.A.

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Position Summary:

As the voice of Shamrock for many customers, you'll play a key role in creating exceptional customer experiences, strengthening customer relationships, supporting sales growth, and helping customers achieve success with our products and services.

The Bilingual Customer Success Specialist plays a critical role within our sales team and internal operations. This position ensures orders are entered accurately, follow-ups are completed, customers are supported, and CRM records are accurate, current, and well maintained.

This is not a passive role. It requires initiative, attention to detail, and proactive follow-through.

This role is ideal for a customer-focused professional who enjoys building relationships, solving problems, supporting sales growth, and creating exceptional customer experiences.

If you’re proactive, detail-oriented, take pride in your work, and love working with people, you’ll thrive here!  Help us serve and grow relationships with both English-speaking and Spanish-speaking customers throughout North America.

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Why Join Shamrock?

• Family-owned and operated since 1992
• Award-winning and growing organization
• Supportive team environment
• Opportunity to learn sales, customer success, and account management
• Direct visibility with company leadership
• Long-term career opportunities for high performers

Primary Responsibilities:

The primary purpose of this role is to build strong customer relationships and support sales growth while ensuring exceptional execution of customer-facing processes

Customer Relationship Management

• Serve as a primary point of contact for customer inquiries.
• Build trusted customer relationships through proactive communication.
• Conduct customer follow-up calls and account check-ins.
• Identify opportunities to strengthen customer engagement and loyalty.
• Support sales growth through customer outreach and account development
• Assist Business Development Managers, Key Account Manager, and Director of Sales.
• Close follow-up gaps and keep work moving forward

ERP, CRM, & Systems Execution

• Maintain Salesforce.com hygiene:
• • Log activities and notes
  • Keep contacts and accounts current
  • Track follow-ups and tasks
  • Admin functions including dashboards, reporting, and related
• Enter customer orders accurately and timely in Sage 300 ERP
• Prepare quotes using templates and ERP tools

What Success Looks Like After 6 ~ 9 Months

• Customers know and trust you.
• Follow-ups rarely fall through the cracks.
• Salesforce data is accurate and current.
• Internal teams view you as dependable and proactive.
• You have become a valued contributor to customer retention and sales growth.

 

Success Metrics:

• Order Accuracy & Timeliness
• Sales Team Responsiveness & Support
• Customer & Key Account Follow-Up Completion Rate
• CRM Hygiene & Data Quality
• Proactive Customer & Key Account Touches
• 95%+ Scores on Customer Feedback and Internal / 360 Surveys. 

Qualifications:

Required

• Professional fluency in English and Spanish (written and verbal)
• Comfortable communicating with customers by phone, email, and video
• Proactive mindset — anticipates needs and takes ownership

Preferred

• 2+ years of customer service, account support, customer success, inside sales, or related experience
• Strong relationship-building skills
• Strong organizational skills and high attention to detail
• Ability to manage multiple priorities and systems
• Strong written and verbal communication skills

Systems You’ll Use:

• Salesforce.com
• Sage 300 ERP
• MS tools including Outlook, Teams, Excel, PowerPoint, CoPilot.
• Internal communication tools

Being familiar with EOS methodology is an advantage.

We provide training on our systems and products. We are more interested in finding a proactive, customer-focused professional with strong communication skills than someone who checks every technical box.

Working Environment:

• On-site in Louisville, KY (local availability required)
• Some work-from-home flexibility once trained
• Full-time, Monday – Friday, 8am – 4pm (with flexibility on specific hours)
• Stable company with long-term mindset and growth opportunities
• Family owned and operated, running on EOS!

Growth Opportunities:

High performers may advance into:

• Account Management
• Inside Sales
• Business Development
• Customer Service Leadership
• Key Account Support

Compensation:

Pay: $22 – $25 per hour

Quarterly performance bonus opportunity of up to $2,000 annually based on customer service, sales growth, and team support metrics.

 

Hours: 40 hours per week, no evenings, no weekends, and predictable Monday–Friday flexible scheduling.

Other benefits: medical/dental/vison insurance, 401(k) matching, PTO.

Company Description

About Shamrock Marketing, Inc.:

2026 Recipient of Louisville Business First Family Business Awards for Rising Star and Business Innovator and Nominated for the 2025 Recircle Awards for Best Retreading Accessory and Consumables Supplier, Shamrock Marketing, Inc. is an industry leader in rubber products, consumables and equipment for the Tire Retread Industry. Our Mission is simple: to make advocates of our customers, employees, and supplier partners through continuous improvement and investing for the long term. Founded in 1992, Shamrock is a second-generation family owned and operated business, headquartered in Louisville, Kentucky. Our core values include Excellence, Dependability, Integrity, Loyalty, Gratitude, and to Learn and Teach. We run on EOS (Entrepreneurial Operating System) and value clarity, accountability, and execution.

Equal Opportunity Statement:

Shamrock is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Company Description

About Shamrock Marketing, Inc.:\n\n2026 Recipient of Louisville Business First Family Business Awards for Rising Star and Business Innovator and Nominated for the 2025 Recircle Awards for Best Retreading Accessory and Consumables Supplier, Shamrock Marketing, Inc. is an industry leader in rubber products, consumables and equipment for the Tire Retread Industry. Our Mission is simple: to make advocates of our customers, employees, and supplier partners through continuous improvement and investing for the long term. Founded in 1992, Shamrock is a second-generation family owned and operated business, headquartered in Louisville, Kentucky. Our core values include Excellence, Dependability, Integrity, Loyalty, Gratitude, and to Learn and Teach. We run on EOS (Entrepreneurial Operating System) and value clarity, accountability, and execution. \n\nEqual Opportunity Statement:\n\nShamrock is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.