Customer Support Representative Bilingual in Spanish

Position Summary The Customer Support Specialist serves as the first point of contact for customers, handling inbound inquiries and providing accurate information regarding company products and services. This role ensures a seamless customer experience by resolving general inquiries, routing requests to appropriate teams, and following up on order-related issues. The Specialist manages a range of customer service activities including order tracking, returns, claims, and discrepancy investigations. Acting as a key resource within the team, this role also supports process improvement, documentation, and knowledge sharing while maintaining a high standard of service excellence. What You’ll Do Handle inbound customer calls and respond to inquiries related to products, services, orders, and policies Route calls and requests to appropriate departments including sales, billing, and technical support Follow up on customer inquiries related to order status, shipment tracking, returns, and discrepancies Manage claims, returns, and discrepancies including investigation and resolution of credit memos and related issues Utilize internal systems and databases to research and provide accurate information to customers Perform data entry and maintain accurate records of customer interactions and transactions Document customer concerns and identify trends; elevate recurring issues to appropriate departments Support the creation and maintenance of internal and external non-technical documentation Determine customer eligibility for technical support and facilitate appropriate escalations Act as a subject matter expert within the team, providing guidance and knowledge sharing Recommend process improvements and enhancements to increase operational efficiency and service quality May oversee daily operational activities and provide direction, training, and support to junior staff What You Bring to the Role Recognized skilled specialist with strong expertise in customer support or service operations Ability to independently handle complex, non-routine issues requiring analytical thinking, judgement, and initiative Proven experience managing claims, returns, discrepancies, and investigation processes Strong problem‑solving skills with the ability to recommend and implement process improvements Excellent communication skills with the ability to explain and interpret information clearly Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment Proficiency with CRM systems, internal databases, and standard business tools Ability to act as a mentor, lead, or knowledge resource for team members Ability to work independently with minimal supervision and determine methods for new assignments Bilingual proficiency in English and Spanish preferred Education & Experience Two‑year college diploma or equivalent experience with a minimum of 5 years of functional experience OR High school diploma (or equivalent) with a minimum of 8 years of functional experience, including at least 4 years of position‑specific experience #J-18808-Ljbffr Ingram Micro, Inc.