Bilingual Customer Service Representative

Customer Service Representative

Processes customer orders, coordinates shipments, and resolves inquiries to ensure accurate, timely service and customer satisfaction.

• Receive, process, and verify the accuracy of orders from customers utilizing the customer purchase order process and internal ERP system(s)
• Schedule and confirm shipping quantities and dates with freight carriers and customers.
• Initiate response and action to requests and inquiries from customers and branch/regional offices to resolve order-related issues, including change orders, order maintenance, shipping and delivery, and updates to customer files, making sure to communicate changes to appropriate personnel/departments in a timely manner.
• Communicate and provide feedback on customer complaints regarding quantity, quality, shipping delays, etc.
• Use internal systems and data to research and resolve difficult customer service situations in a calm and efficient manner
• Identify and introduce new ideas and solutions to increase the customer service department's accuracy, efficiency, and responsiveness.
• Perform other related duties as assigned.

• 3+ years of CSR experience in a manufacturing environment is required.
• Strong operational and customer service bias.
• Process-driven and detail-oriented. Has strong organizational skills and can handle multitasking.
• Strong interpersonal and leadership skills with decisive decision-making abilities
• Data analysis/problem-solving abilities
• Advanced MS Office, Word, and Excel. Experience in using ERP systems for order entry and management, creating picking and bill of landing documents, invoices, etc.
• Strong verbal and written fluency in English is required. Bilingual in Spanish is a plus.
• This is an on-site position.

Merchants Metals is one of North America's largest manufacturers and distributors of fence systems. With 35 distribution branches, four manufacturing facilities, and a 60-year legacy of providing quality fencing and accessories, Merchants Metals remains the contractors’ and architects’ choice for excellence. Our complete line of products includes perimeter security solutions for industrial, commercial, and residential applications.

• We offer a competitive salary and benefits, including health, dental, and vision coverage for you, your spouse, and your dependents.
• We invest in your retirement with a strong company match in your 401K.
• We plan for the unexpected with company-paid and long- and short-term disability insurance.
• We offer benefits that fit your situation with optional add-ons like Legal Shield, Identity Theft Protection, Critical Illness insurance, and Accident insurance.

When you apply, our recruiter will review your application. The recruiter will contact you for a phone interview if your skills match our needs. From there, you’ll interview with the hiring manager. Once a job offer has been made, a background check and drug screen are required.