Bilingual Customer Service Representative

Bilingual Customer Service Representative

The Customer Care Representative serves as the primary point of contact for customers, supporting order management, customer communication, and account support activities within a manufacturing environment. This role partners with sales, production, operations, and logistics teams to ensure accurate order processing, timely delivery updates, and exceptional customer service. This is not a call center position. The ideal candidate will have experience supporting B2B customers in a manufacturing, industrial, building products, or distribution environment and be comfortable managing customer relationships, order entry, and operational coordination.

Essential Duties and Responsibilities:

• Process customer orders received through email, EDI systems, and occasional phone inquiries.
• Enter and maintain accurate order information within company ERP systems.
• Serve as a primary contact for customers regarding product availability, order status, lead times, shipment schedules, and pricing inquiries.
• Communicate proactively with customers regarding order updates, delivery changes, and expected ship dates.
• Coordinate with production, operations, inventory, and shipping teams to ensure customer expectations are met.
• Research and resolve customer inquiries in a timely and professional manner.
• Maintain accurate customer records and account activity within Oracle, Salesforce, or other business ERP systems.
• Build and maintain positive relationships with customers while delivering a high level of service and responsiveness.
• Assist with general office support activities, including greeting visitors and supporting day-to-day administrative needs.
• Support continuous improvement efforts to enhance customer satisfaction and operational efficiency.

Core Competencies: Managing Performance; Building Collaborative Relationships; Customer Orientation; Result Orientation; Personal Credibility, Analytical Thinking

Organizational Competencies: Excellent communication skills, proficient problem-solving and multi-tasking skills, attention to detail, ability to promote teamwork among peers is a must. Ability to answer a high volume of calls and/or emails daily.

Technical Skills: Experience with Oracle, SAP, Salesforce or similar CRM platforms. Intermediate proficiency in Microsoft Office Suite.

Skills/Knowledge/Abilities: Customer Interaction; Customer Support Policies, Standards and Procedures; Inquiry Research/Response; Product Support; Service Desk Management; Service Request Management Process; Customer Service Help Desk Software

Education and Experience: High School

While performing the duties of this job, the employee may be exposed to fumes or airborne particles, moving mechanical parts and vibration. The employee is occasionally exposed to a variety of extreme conditions at construction job sites. The noise level in the work environment and job sites can be loud. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee may frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.