Bilingual Customer Service Representative

Company Overview

At SAATI, we are driven by innovation and a commitment to exceptional service. As a multinational leader in the development and production of advanced technical fabrics and chemicals, our mission is to create technologies that enhance life, from medical applications to consumer electronics.

Summary

We are seeking a Bilingual Customer Service Associate to join our team at Saati Americas. In this role, you will be instrumental in providing outstanding customer support while communicating effectively with our diverse clientele. Your contributions will help us maintain our reputation for excellence in service.

Responsibilities

• Respond to RFQ and market leads. Includes qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time.
• Process customer purchase order/change orders. Includes reviewing purchase order against quote, contract or the COMPANY standard terms and conditions, resolving any discrepancies, creating sales order, support the resolution of credit holds, review sales order for accuracy and send acknowledgement to customer.
• Manage customers open orders. Includes processing customer expedites, periodic review of open order to identify and address issues, and communicate status / issues to customer. Liaising with manufacturing and commercial departments to gather information and resolve any issues.
• File and maintain RFQ, quotation, customer purchase orders, and sales order acknowledgement.
• Assist customer with additional information requirement. Includes providing tracking information, proof of delivery (POD), invoices, packing slips, product literature, basic technical data, test reports, and website.
• Submit customer complaints. Includes assisting in the problem-solving effort to include implementing corrective actions
• Process Return Material Authorization (RMA) request. Includes obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved. Enter and expedite replacement orders as required.
• Support resolution of A/R issue with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determine whether collection or credit is appropriate. Also, working with Customer Service Manager (CSM), Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.
• Monitor customer / customer account. Includes understanding issues, trends and general “healthiness” of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service and product line managers) in the service and support of our customers.
• Understand, adhere to and promote the environmental, health & safety policies and comply with the COMPANY business Policies and Procedures
• Perform other duties as requested, directed or assigned.

Qualifications and Education Requirements

• High School Diploma
• 3-5 years’ customer service experience preferred, will consider qualified candidates that have demonstrated initiative and desire to grow.

Preferred Skills

• Bilingual - fluent in English and Spanish
• Intermediate or higher user of MS Office required and experience with SAP preferred.
• Self-starter with integrity and confidence who strives to achieve even in the most challenging environments with limited supervision.
• Multi-Task orientation with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
• Team player who is comfortable in a cross-functional, multi-cultural environment. Well-developed interpersonal skills enabling interaction within an existing team as well as interaction with the various business units within the company.
• Strong communication and writing skills with the ability to clearly explain issues.
• Good time management skills.
• Strong attention to detail
• Good organization and analytical skills
• Good problem-solving skills
• Results oriented

If you are passionate about delivering top-notch customer service and thrive in a dynamic environment, we invite you to apply today to become part of the SAATI family!

ADDITIONAL NOTES

REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS. THIS JOB DESCRIPTION IS NOT ALL ENCOMPASSING AND OTHER DUTIES MAY BE ASSIGNED. SAATI AMERICAS CORP IS AN EQUAL OPPORTUNITY EMPLOYER.

Job Type: Full-time

Pay: From $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Shift:

• Morning shift

Work Location: In person

Salary : $22