Bilingual Customer Service Representative

We are seeking a personable and energetic bilingual (Spanish-English) Customer Service Representative to provide exceptional support to our customers. The ideal candidate will be fluent in both languages and able to assist customers via phone and email. This role requires excellent communication skills, frequent multi-tasking, and the ability to resolve issues efficiently.

The Customer Service Representative is a critical role for customers placing orders through inbound calls, email or through the IMS website. The CSR is responsible for building relationships within the sales team, other departments, and our customers. This position will also contribute to developing and implementing sales strategies and processes.

The essential functions include, but are not limited to, the following:

• Communicate clearly and effectively in both Spanish and English
• Field inbound calls from customers looking for a quote, placing an order, or following up on an existing order
• Efficiently process a customer order while identifying opportunities to present the customer with additional products that could potentially increase sales and the size of customer orders
• Be aware of potential promotions or discounts that should be communicated with customers to generate additional sales and promote company products
• Ensure data entry accuracy including pricing, products, quantities, address, shipping method, and payment method
• Serve as critical point of contact for communication with customers, Purchasing, Marketing, the Technical Service group and Warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders
• Ensure information for customers’ accounts is updated and maintained accurately
• Respond to customers’ inquiries and complaints in a professional manner
• Provide accurate and complete information to customers by using the right tools, processes, and procedures
• Direct questions to the proper department and follow-up when needed
• Participate in ongoing product training and professional development activities
• Perform other duties as assigned

We require enthusiastic and outgoing personalities that have excellent written and verbal skills.

• High school diploma or equivalent
• 1+ year experience in Customer Service or Sales
• Fluent in English and Spanish (spoken and written)
• Previous data entry or computer skills
• Prior experience using M365 Outlook and Excel a plus
• Prior experience using Oracle Net Suite a plus

• Day shift availability (required)
• Must be able to relocate to Chagrin Falls, OH 44023 before starting work (required)
• Work location:
  
  in person