Customer Service Associate

Boll Group Bilingual Customer Support Ambassador B2B Boll Group is where vision meets performance. We design and engineer eyewear for athletes, adventurers, and professionals who demand more from their gear. From competitive skiing and water sports to industrial environments and prescription safety eyewear, our products sit at the intersection of advanced lens technology, meticulous engineering, and authentic design. Our global portfolio of premium brands is recognized for uncompromising optical quality, durability, and the kind of fit that just works. We're not just making eyewear; we're enabling performance and protecting what matters. Role Description The Bilingual Customer Support Ambassador B2B is a full-time, temporary, hybrid position based in Carlsbad, CA, reporting to the Customer Service Manager. This role serves as the primary point of contact for the Sport & Safety divisions across Latin America and the Safety division in Canada, providing exceptional bilingual (English/Spanish) customer support while managing customer accounts throughout the order lifecycle. The Customer Support Ambassador ensures orders, returns, and customer requests are processed accurately, efficiently, and in accordance with company policies. This role partners closely with Sales, Logistics, Finance, and Operations teams to coordinate order fulfillment, resolve customer inquiries, support regional sales activities, and maintain strong customer relationships while delivering a high standard of customer service and operational excellence. Key Responsibilities Serve as the primary point of contact for customers and distributors supporting the Sport & Safety divisions across Latin America and the Safety division in Canada, providing exceptional bilingual (English/Spanish) customer support. Manage customer accounts throughout the full order lifecycle, including purchase order entry, order processing, shipment coordination, status updates, returns, warranty requests, product inquiries, and post-sale support. Build and maintain strong customer relationships through proactive communication, timely issue resolution, and a commitment to delivering exceptional customer experience. Partner with Sales Directors and regional sales representatives to support customer requests, coordinate account activities, and provide updates on orders, customer needs, and business activity. Prepare and maintain customer and sales reports, including open order reports, ATS inventory reports, invoiced sales summaries, product data reports, and other requested documentation. Maintain accurate customer, sales, and order records to support reporting, business analysis, and operational decision-making. Coordinate domestic and international shipping activities, including preparation of shipping documentation for France warehouse shipments, drop-ship orders, and customer freight forwarder pickups. Partner with the France-based Supply Coordinator and Logistics team to manage drop-ship orders, shipment requirements, Mexico labeling needs, and timely order fulfillment. Collaborate with Finance to verify customer account status, including payment confirmations, prepayment requirements, overdue balances, and shipment release requirements. Support LATAM sales operations by coordinating customer communications, assisting with regional account activities, and preparing monthly sales agent commission reports. Maintain strong communication and collaboration with Sales, Business Support, Logistics, Finance, Operations, and international supply partners to ensure seamless order execution. Identify opportunities to improve customer support processes, enhance operational efficiency, and strengthen the overall customer experience. Qualifications Fluent in English and Spanish, with excellent verbal and written communication skills. This is a hybrid role with a requirement to work in-office in Carlsbad 3 days per week (Tuesday - Thursday) during our core business hours. Must be able to reliably work onsite during these scheduled days and hours. Proficient in Microsoft Office Suite, particularly Excel Experience with NetSuite or a similar ERP system preferred. Experience in customer service, order management, data entry, and Return Merchandise Authorization (RMA) processing. Strong organizational skills with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment. Excellent problem-solving, interpersonal, and customer relationship management skills with a collaborative, team-oriented approach. The anticipated pay range for this position is $21.00/hr - $23.00/hr. This range represents the good-faith estimate of the compensation the Company reasonably expects to pay for this position upon hire. Actual compensation offered may vary based on factors such as the candidate's experience, qualifications, skills, and other job-related considerations. Additional compensation and benefits may be available in accordance with Company plans and policies.