Bilingual Customer Service Representative

Bilingual Customer Service Associate

State Street Poultry & Provisions, a division of Holly Poultry, has been supplying poultry to the Baltimore area for over 60 years. We serve a diverse customer base, including small urban grocery stores and national restaurant chains, across the Mid-Atlantic and Northeast regions.

BE PART OF OUR TOMORROW!

We are currently hiring a Bilingual Customer Service Associate

The Bilingual Customer Service Associate plays a key role in supporting our sales team by providing high-quality service to our customers. This role is responsible for entering and processing orders, answering customer inquiries, resolving issues, and ensuring smooth communication between customers and the sales department. This person must be fluent in both English and Spanish and comfortable working in a fast-paced that is deadline driven.

Essential Duties and Responsibilities:

• Answer incoming customer calls and emails in both English and Spanish
• Accurately enter and process sales orders using internal systems
• Communicate order confirmations, delivery times, and product availability to customers
• Respond promptly to customer inquiries regarding pricing, product specs, order status, and delivery issues
• Work with production, logistics, and warehouse teams to ensure timely coordination of order fulfillment
• Resolve customer complaints or escalate complex issues to the sales or operations team
• Assist account managers with administrative tasks and customer follow-ups
• Maintain accurate customer records, notes, and communications in the system
• Translate documents or communications between English and Spanish as needed
• Provide reporting to executive management on an as needed basis.
• Ability to work Sunday-Thursday 8:30am-5:30pm or 9:00am-6:00pm
• Support the Account Managers with other tasks as assigned to ensure excellent customer service both internally and externally.

Qualifications:

• Required: Fluent in both Spanish and English (spoken and written)
• High school diploma
• Minimum 2 years of experience in customer service, sales support, or order entry
• Strong communication and interpersonal skills in both English and Spanish
• Detail-oriented with excellent organizational and data entry skills
• Excellent communication and interpersonal skills
• Work closely with internal teams, including sales, operations, and logistics to ensure customer satisfaction and resolve any challenges.
• Proficient in Microsoft Office (Excel, Outlook, Word); experience with ERP or order entry systems a plus
• Ability to work well under pressure in a fast-paced environment
• Deadline driven.
• Forward Thinking
• Knowledge of or willingness to learn poultry products and industry terminology

Preferred Traits:

• Experience in food manufacturing, specifically poultry
• Familiarity with bilingual customer service in wholesale or distribution settings
• Strong problem-solving and multitasking abilities
• A team player with a positive attitude and customer-first mindset

Physical Requirements:

• Ability to sit at a desk and work on a computer for extended periods
• Occasionally it may be required to walk into cold or warehouse environments for order status or communication
• Candidate must successfully pass post-offer/pre-employment drug and background screen.

Holly Poultry, Inc. and its subsidiaries are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status