Bilingual Customer Service Representative

Customer Service/ISR Position Summary: The Customer Service/ISR for access control and gate products is responsible for providing customer interface and offers various services, solutions, support, and information to build trust, confidence, and long-term business. The Customer Service/ISR Representative is the primary internal customer point of contact for service, product information, and customer complaints. Responsibilities: Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with clients with their assigned sales representatives and keeps sales reps abreast of any issues, opportunities, and developments. Tracks and manages larger, multi-service-center orders with multiple SKUs and delivery points over several datesadvocates for the customer to internal operations leaders. Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints. Prepare quotes, promote solutions and services, process orders, arrange invoices, invoicing, and process product returns. Acts as an internal sales representative to smaller customers. Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods. Contact customers to respond to inquiries or notify them of claim investigation results or any planned adjustments. Interacts with prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline. Suggest new or additional services or products to customers based on their needs; identify and close other purchases of products and services by customers' communities. Prospects qualify and generate sales within the company's established trading partners. Develop requests for bids and develops relationships such that Pro Access Systems is informed about upcoming RFBs timely. Remains knowledgeable and up-to-date on changes and developments in the company's B2B infrastructures UPS Shipping Material receiving Inventory Cycle Counts Order processing experience Requirements Qualifications 13 years of QC or manufacturing experience (fencing or metal fabrication preferred). Ability to read blueprints, specifications, and inspection criteria. Proficient in data collection, basic statistics, and problem-solving tools. Strong communication and organizational skills Bilingual required: English/Spanish QuickBooks Knowledge helpful