Customer Service Representative

Operations & Customer Support Specialist | Bilingual (English/Spanish), ERP, Inventory & Order Fulfillment

This is a new position supporting the launch and growth of a North American subsidiary of an international luxury consumer-products company. The Operations & Customer Service Specialist will support customer service, inventory, order fulfillment, shipping, returns, and related administrative activities. This person will work directly with the US leader and collaborate regularly with the international headquarters team.

Customer Service

• Respond to customer inquiries by email, phone, and chat in both English and Spanish.
• Handle basic product and order questions and escalate sales inquiries as appropriate.
• Resolve order issues, track shipments, and process returns, exchanges, and repairs.
• Identify patterns in customer questions or issues and surface them to the team.
• Provide a warm, responsive customer experience as North American sales volume grows.

Stock and Inventory

• Receive incoming merchandise, inspect it for accuracy and quality, and record inventory in the ERP system
• Enter and maintain serial numbers and support serialized inventory tracking for high-value merchandise.
• Receive purchase orders, move inventory into the designated vault or secure stockroom, and maintain accurate inventory locations.
• Maintain accurate, real-time inventory records and investigate and resolve stock discrepancies.
• Perform regular cycle counts and support periodic full physical inventories.
• Keep the stockroom and vault organized and secure, following established procedures for high-value merchandise.
• Work with the international headquarters team as needed to learn and follow inventory and ERP workflows.

Orders and Shipping

• Pick, pack, and prepare customer orders for shipment accurately and efficiently.
• Pull orders from the ERP system and complete the required inventory and order updates.
• Generate shipping labels, invoices, and required export or customs documentation.
• Coordinate with fulfillment and shipping partners, including FedEx, DHL, UPS, and other service providers, to support timely delivery.
• Monitor order status daily and flag and follow up on exceptions or delays.
• Process inbound returns, including inspection, restocking, serial-number validation, and system updates.
• Coordinate with the company's customs broker on international shipments and provide required information or documentation. The customs broker is responsible for customs clearance.

Administration and Reporting

• Maintain accurate records across customer interactions, orders, inventory, shipping, returns, and repairs.
• Prepare simple stock and order reports for management and the international headquarters team.
• Participate in weekly video calls with the international headquarters team.
• Use the initial ramp-up period to learn the company's products, systems, and procedures and help document or improve workflows as the business grows.
• Assist with other operational and administrative tasks as needed in a small startup environment.