Bilingual Customer Service Representative (English/Spanish)

Bilingual Customer Service Representative (English/Spanish)

The Bilingual Customer Service Representative is responsible for processing and managing customer orders from entry through delivery and payment. This role serves as a key liaison between customers, sales representatives, and internal departments such as Shipping, Accounting, and Management. The Specialist ensures all transactions are accurate, timely, and handled with a high level of professionalism.

Pay: Compensation based on experience

Hours: 8 am - 5 pm

Key Responsibilities

Order Management

• Accurately enter customer purchase orders into internal systems as soon as possible.
• Generate and distribute order acknowledgments to customers and sales representative.
• Upload order confirmations and maintain updated records to our CRM
• Review all purchase orders for discrepancies (payment terms, freight, etc.) and resolve issues before processing.
• Coordinate order shipments when necessary.
• Set up new items and maintain item records in internal systems.
• Reconcile sales orders and ensure completeness and accuracy.

Customer & Sales Support

• Respond to customer and vendor inquiries as soon as possible, acknowledging receipt within 12 hours.
• Issue quotes and assist with pricing and product availability.
• Partner with sales representatives to ensure timely responses to customer requests.
• Maintain ongoing communication with customers regarding order status and delivery updates.
• Assist with credit and payment issues in collaboration with Sales and Accounting.

Administrative & Reporting

• Prepare purchase orders for direct and indirect purchases.
• Maintain accurate customer data in CRM systems.
• Generate regular reports (daily, weekly, monthly) as assigned.
• Support monthly system inventory reconciliation and annual physical inventory counts.
• Help train new team members and assist with onboarding when needed.
• Participate in special projects and perform other duties as required.

Qualifications

Education

• College diploma in Business Administration or related field, or equivalent professional experience.

Experience

• Minimum 2 years in a customer service or sales support role.
• Experience using business systems and CRM tools.
• Packaging industry experience is a plus.

Language Skills

• Fluent in English and Spanish (written and verbal) required.

Skills & Competencies

• Excellent customer service and communication skills.
• High attention to detail and accuracy.
• Strong organizational and multitasking abilities.
• Ability to work independently and in a team environment.
• Basic knowledge of accounting and inventory practices.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Comfortable using CRM and business support systems.
• Analytical thinker with a proactive problem-solving mindset.

Work Environment & Physical Demands

• Environment: Office-based in a climate-controlled setting.
• Physical Demands: Frequent computer and phone use; occasional lifting may be required during warehouse stock checks.
• Pace: Fast-paced with frequent interruptions and time-sensitive tasks.

Professional Conduct

• Maintain a high level of professionalism and courtesy in all communications.
• Foster a positive, respectful, and collaborative work environment.

Note: This job description outlines the general responsibilities and requirements for the role. It is not exhaustive, and additional duties may be assigned based on business needs.

About Pro Pac and Qual Pac

Founded in 1971, Professional Packaging Systems (Pro Pac) brings deep knowledge and expertise to provide the best packaging solutions for our customers. We serve every industry, including e-commerce, retail and wholesale food, snack, beverage, specialty manufacturing, fresh produce, hobby and craft, automotive, electronics, pet, cosmetic industries, and many more.

We are headquartered in Grand Prairie, Texas, with regional sales branches in El Paso, and Brownsville, TX; and additional contract packaging / fulfillment operations in Brookshire, TX; Charlotte, NC; and Olathe, KS.

Come join a growing group of honest, knowledgeable, and skilled professionals who are dedicated to offering superior products and services to those we serve!