Customer Service Representative

Customer Service Representative

We are seeking a Customer Care Representative to serve as a key point of contact between our customers, sales team, and internal departments. This role is instrumental in ensuring exceptional customer service, accurate order processing, and seamless communication throughout the order fulfillment process.

The ideal candidate is customer-focused, detail-oriented, organized, and fluent in both English and Spanish.

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and internal systems.
• Process customer orders accurately and efficiently.
• Coordinate with Production, Planning, Shipping, and Quality teams to ensure timely order fulfillment.
• Communicate order status, lead times, and shipment updates to customers.
• Resolve customer concerns, discrepancies, and service issues in a professional and timely manner.
• Maintain accurate customer records, order documentation, and correspondence.
• Support customer-specific requirements, including labeling, documentation, and delivery instructions.
• Assist with customer returns, claims, and corrective action follow-up as needed.
• Ensure compliance with company policies, procedures, and applicable regulations.
• Support departmental goals related to customer satisfaction, responsiveness, service quality, and on-time delivery.
• Perform additional duties as assigned.

Qualifications

Required

• Fluency in English and Spanish (written and verbal).
• High School Diploma or equivalent.
• Minimum of 3 years of customer service, order entry, administrative support, or related experience.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office applications.

Preferred

• Associate's Degree or higher.
• Experience in manufacturing, supply chain, logistics, or B2B customer service environments.
• Experience using ERP and CRM systems.
• Knowledge of NetSuite, Power BI, or similar platforms.

Skills for Success

• Outstanding customer service and relationship-building skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and collaboratively with cross-functional teams.
• Excellent organizational and multitasking capabilities.
• Accurate data entry and recordkeeping skills.

Work Environment

• On-site position; remote work is not available.
• Office-based environment with frequent computer and phone usage.
• Occasional interaction with warehouse, production, and operational teams.
• Ability to sit, stand, walk, reach, bend, and work at a computer throughout the day.

We are an equal opportunity employer and value diversity in our team. We will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.