Robbins Recruiting Solutions has partnered with a leader in the composites industry who need a Bilingual Customer Service Representative. This individual will provide excellent care for our customers by serving as their primary point of contact. This role provides exceptional customer care by responding to customer inquiries, ensuring accurate order entries, providing non-technical problem resolution, anticipating customer needs and performing general organizational support. This role is responsible for maintaining customer accounts and coordinating communication on active orders, and back-orders, which requires analysis of customer needs as well as cross-functional partnership with the other Customer Service and/or Technical Teams to ensure we meet customer expectations.
Responsibilities:

• Effectively facilitates the order fulfillment process in a manner that promotes building and maintaining positive, effective relationships with customers and Team Members.
• Ensures timely and accurate order entry to achieve 98% and 95% on time delivery for stocked and non-stock items, respectively.
• Completes customer quotes.
• Responds to inquiries received through phone, email, chat, B2B and/or written correspondence from both customers and Team Members.
• Resolves billing and order issues.
• Oversees new customer set up and new item set up following internal processes and within the minimum 2-day service level target.
• Monitors customer inventory and alerts the sales and procurement functions when adverse stocking levels occur.
• Devotes time necessary to fully understand customers' business; displays a genuine interest in each customer's specific business needs, including product stocking requirements/forecasts, document support (SDS, C of A), etc.
• Demonstrates a willingness to go the extra mile on every call; exhibits a ready-to-help- others attitude to accomplish complete customer satisfaction.
• Seeks opportunities to exceed customer expectations.
• Utilizes customer portals, when required, to fulfill the order and payment processes.
• Provides backup support for all customers as needed.
• Effectively communicates with all customers and Team Members to serve as liaison between all parties involved in the order fulfillment process.
• Immediately and actively communicates all special requests, modifications to orders, backorders and shipping delays or canceled orders accurately to appropriate customers and team members.
• Collaborates effectively with Team Members to provide seamless service to customers.
• Maintains accurate customer pricing in the ERP system; confirms price supports and updates records accordingly, provides basic price quotes while adhering to target margin guidelines, collaborating with Sales Reps and Sales Managers
• Collects the necessary information from customers, buyers, and sales reps to provide the Price Support Team with the relevant data to input and maintain pricing and customer product usage information in the ERP System.
• Communicates with the Sales and Price Support Teams when necessary to confirm all pricing (including price support) and updates all records accordingly.
• Utilizes internal communication methods (i.e. email, instant messaging, telephone and video meetings) to effectively communicate across all Company functions.
• Understands basic product knowledge to support customers and engage sales reps and technical support when appropriate.
• Adds value as a resource; partners with sales to develop creative solutions to help meet and exceed customer expectations.
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Knowledge, Skills & Abilities:

• Customer Support Function - Knowledge of the major responsibilities, accountabilities, and organization of the customer support function.
• Ability to effectively prioritize and manage day-to-day tasks in an efficient manner; recognizes, clarifies, and prioritizes concerns.
• Coordinates with customers on account activities and monitors customer satisfaction.
• Identifies the needs and preferences of assigned customers; coordinates with internal support functions to ensure ability to meet common and unique customer needs.
• Knowledge of the tasks, tools and procedures associated with supporting the sales plan and process.
• Assists Sales Team in the process of growing existing accounts; reviews sales history and current activity to better understand current and future needs of customers.
• Solutions Development - Knowledge of and ability to work with customers to assess needs and generate appropriate solutions to problems or identified needs.
• Knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks, and perspectives when solving problems.
• Directly interacts with customers to learn of their concerns; analyzes reported customer concerns to determine the root cause of problem(s).
• Ability to successfully research and resolve customer issues in an accurate, thorough, and timely manner with minimal assistance.
• Develops realistic potential solutions to address customer concerns; partners with sales reps to discuss potential solution alternatives.
• Reviews and evaluates the costs of potential solutions; ability to assess risks, benefits, and considerations of alternatives.
• Ability to identify trends when issues arise and put corrective actions in place to prevent similar issues from recurring.
• Knowledge of Product Line - Knowledge of full line of products and associated applications and uses.
• Demonstrates a basic understanding of products and their applications.
• Ability to recognize when assistance from technical support or sales is necessary.
• Ability to discuss features, benefits, pricing alternatives and delivery options for products.
• Highlights key product and service differentiating factors versus the competition.
• Demonstrates an interest in expanding personal knowledge through customer visits, attending vendor training, seminars, or workshops, etc. to receive hands on training.
• Effective Communication & Teamwork - Ability to effectively transmit, receive and accurately interpret ideas, information and needs through the application of appropriate communication and interpersonal skills.
• Strong BILINGUAL verbal and written communication skills.
• Positive, customer care focus; strong interpersonal skills.
• Ability to work in a cross-functional Team environment in a constructive and collaborative manner; adapts interaction style to situations and people.
• Contributes to creating a positive and motivating work environment.

Experience & Education:

• A minimum of 3 years related experience and/or training in a non-retail customer service environment. Experience in a business-to-business account support and distribution role strongly preferred. Must be familiar with standard concepts, practices and procedures related to customer service.
• High School Diploma, G.E.D. or equivalent required; Associates Degree in a business-related field preferred.

$24.50 - $26 an hour