Bilingual Customer Service Associate

Charter Industries is a leading manufacturer and distributor of edge banding and related products to the furniture and cabinetry industries. With thousands of O.E.M. and contractor customers in the U.S. and Canada, 230 employees, manufacturing facility in Toronto and multiple distribution centers in U.S., Charter has a reputation for excellent customer service and stocking the right product at all times to serve our customers’ needs. Overview The ideal candidate loves talking to people and proactively solving issues. Our Customer Service Associate plays a critical role in ensuring a positive customer experience. We pride ourselves on providing our customers with the highest level of customer service and quality products. This position will be responsible for answering phones, managing orders through order entry, returns, shipping process, along with interaction with our customers both internal and external. You will be working with a team focused on meeting the needs of customers to solve a wide variety of product needs, availabilities, and providing solutions for their challenges. We offer an opportunity to grow in your career and expertise as you work in a collaborative team environment, help streamline our internal processes, grow the business, and learn and develop new skills through a variety of tasks and projects. Primary Responsibilities Communicate via phone, email, etc. with customers Manage large volume of inbound calls, emails, and chats from customers Respond with a sense of urgency and clarity to customer requests with solutions Coordinate and communicate customer needs to warehouse personnel Work with customers on returns and discrepancies Place, process and record detailed information into a work order system with accuracy Manage daily workflow and order entry Collaborate and work with an assigned geographical sales team to offer a seamless experience to our customers as well as maximizing sales efforts Assist sales team with product upgrades and communicating key customer information Encourage and support process improvement initiatives identified by team members Escalate requests and issues to the appropriate internal team Qualifications Proficiency in MS office skills including Word, Excel, and PowerPoint Excellent phone etiquette and excellent verbal, written, and interpersonal skills Excellent oral and written communication Effective interpersonal, organizational, planning, and problem-solving skills Attention to detail and accuracy Multi-task and prioritize in a fast-paced working environment Ability to work independently/self-directed and as a member of a team Ability to read and interpret procedure and product information manuals required Education and/or Experience School Diploma or GED equivalent 2-3 years of customer service and/or sales experience, or working with the public Speaks Spanish fluently Company paid Dental insurance 401(k) / Roth and company matching up to 5% #J-18808-Ljbffr