Bilingual Customer Service Representative

Your seat at the table: Bilingual Customer/Dealer Services Specialist Responsibilities Customer Dealer Support Provide a positive customer and dealer experience with every interaction Receive, research and respond to customer and dealer inquiries regarding products, orders, warranties, service issues, and lead inquiries Build strong relationships with customers and dealers by delivering timely, professional, and solution‑oriented support Serve as a liaison between customers, dealers, and internal departments to ensure issues are resolved Order Processing & Account Support Enter customer and dealer orders for products, replacement parts, and accessories accurately and timely Process returned merchandise authorizations and refunds as necessary Enter orders from customers, dealers, and sales staff as required for backup support Maintain accurate customer and dealer records within company systems Warranty & Returns Administration Capture and maintain warranty information and related documentation Process warranty claims, returns, replacements, and exchanges in accordance with company policies Investigate warranty‑related issues and communicate resolutions to customers and dealers Ensure all warranty and return transactions are documented accurately Shipping & Order Resolution Track orders and provide updates regarding order status, shipping timelines, and product delivery Contact customers and dealers regarding ship dates, refunds, payments, product delivery, and service‑related matters Request payment for outstanding invoices, including freight and shipping charges when applicable Collaborate with internal teams to resolve shipping discrepancies and delivery concerns Problem Resolution & Escalations Manage customer and dealer escalations with professionalism and urgency Analyze issues and recommend effective solutions to meet customer and dealer needs Exercise sound judgment when resolving service concerns and determining appropriate next steps Escalate complex issues to leadership when necessary Systems Support & Continuous Improvement Participate in user testing and provide feedback on systems, processes, and tools Assist with special projects and additional duties as assigned Identify opportunities to improve customer and dealer service processes and overall experience Requirements High School Diploma or equivalent required 2–5 years of customer service, dealer support, or related experience Fluent in both English and Spanish (written and verbal) required Experience supporting B2B dealer or distributor networks preferred Warranty administration experience preferred Strong attention to detail and organizational skills Excellent verbal and written communication skills Analytical and problem‑solving abilities with a focus on customer satisfaction Effective time management skills with the ability to prioritize multiple tasks Proficiency with customer relationship management systems, databases, Microsoft Excel, and email software Ability to work independently while collaborating effectively with cross‑functional teams #J-18808-Ljbffr