Customer Success Specialist - Bilingual

As the voice of Shamrock for many customers, you'll play a key role in creating exceptional customer experiences, strengthening customer relationships, supporting sales growth, and helping customers achieve success with our products and services.

The Bilingual Customer Success Specialist plays a critical role within our sales team and internal operations. This position ensures orders are entered accurately, follow-ups are completed, customers are supported, and CRM records are accurate, current, and well maintained.

This is not a passive role. It requires initiative, attention to detail, and proactive follow-through.

This role is ideal for a customer-focused professional who enjoys building relationships, solving problems, supporting sales growth, and creating exceptional customer experiences.

If you’re proactive, detail-oriented, take pride in your work, and love working with people, you’ll thrive here! Help us serve and grow relationships with both English-speaking and Spanish-speaking customers throughout North America.

• Family-owned and operated since 1992
• Award-winning and growing organization
• Supportive team environment
• Opportunity to learn sales, customer success, and account management
• Direct visibility with company leadership
• Long-term career opportunities for high performers

The primary purpose of this role is to build strong customer relationships and support sales growth while ensuring exceptional execution of customer-facing processes

Customer Relationship Management

• Serve as a primary point of contact for customer inquiries.
• Build trusted customer relationships through proactive communication.
• Conduct customer follow-up calls and account check-ins.
• Identify opportunities to strengthen customer engagement and loyalty.
• Support sales growth through customer outreach and account development
• Assist Business Development Managers, Key Account Manager, and Director of Sales.
• Close follow-up gaps and keep work moving forward

ERP, CRM, & Systems Execution

• Maintain  hygiene:
  • Log activities and notes
  • Keep contacts and accounts current
  • Track follow-ups and tasks
  • Admin functions including dashboards, reporting, and related
• Enter customer orders accurately and timely in Sage 300 ERP
• Prepare quotes using templates and ERP tools

• Customers know and trust you.
• Follow-ups rarely fall through the cracks.
• Salesforce data is accurate and current.
• Internal teams view you as dependable and proactive.
• You have become a valued contributor to customer retention and sales growth.

• Sales Team Responsiveness & Support
• 95%+ Scores on Customer Feedback and Internal / 360 Surveys.

• Professional fluency in English and Spanish (written and verbal)
• Comfortable communicating with customers by phone, email, and video
• Proactive mindset - anticipates needs and takes ownership
• 2+ years of customer service, account support, customer success, inside sales, or related experience
• Strong organizational skills and high attention to detail
• Ability to manage multiple priorities and systems
• Strong written and verbal communication skills

• MS tools including Outlook, Teams, Excel, PowerPoint, CoPilot.
• Internal communication tools

Being familiar with EOS methodology is an advantage.

We provide training on our systems and products. We are more interested in finding a proactive, customer-focused professional with strong communication skills than someone who checks every technical box.

• On-site in Louisville, KY (local availability required)
• Some work-from-home flexibility once trained
• Full-time, Monday - Friday, 8am - 4pm (with flexibility on specific hours)
• Stable company with long-term mindset and growth opportunities
• Family owned and operated, running on EOS!

High performers may advance into:

• Inside Sales
• Business Development
• Customer Service Leadership

Pay: $22 – $25 per hour

Quarterly performance bonus opportunity of up to $2,000 annually based on customer service, sales growth, and team support metrics.

Hours:

40 hours per week, no evenings, no weekends, and predictable Monday
- Friday flexible scheduling.

Other benefits: medical/dental/vison insurance, 401(k) matching, PTO.