What are the responsibilities and job description for the Bilingual Customer Service Representative position at SUNLIGHT BATTERIES USA INC?
Bilingual Customer Service Representative
Job type: Full-time
Location: Lewisville, TX
Sunlight Group is a world-leading technology company providing innovative industrial and off-road energy storage solutions with over 30 years of experience in more than 115 countries. We specialize in the development and production of lead-acid and lithium-ion batteries for industrial mobility, leisure mobility, and ESS applications. The Sunlight and Triathlon businesses in the Americas are on a journey to achieve $1bn in revenues in the coming years across the Industrial Mobility and Energy Storage System sectors.
Job Summary:
The Service Coordinator is the first point of contact for customers, ensuring a seamless and positive experience by delivering high-quality service. This role is responsible for handling incoming service, maintenance, and warranty requests while coordinating with the Service Team and agent distribution network to schedule necessary support throughout the market area. Success in this position requires strong communication skills, attention to detail, and excellent organizational abilities.
Key Responsibilities
- Attend training sessions to gain a deep understanding of the company’s products and services.
- Provide outstanding customer service by promptly responding to emails and phone inquiries.
- Initiate and relay necessary information to the Warranty Coordinator to begin the warranty process.
- Keep customers informed with timely updates on service, warranty, and maintenance requests.
- Generate and process parts orders as required.
- Coordinate with the receiving department to ensure proper handling of returned items and communicate relevant details to the Service Team.
- Guide customers through the warranty submission process, including RMA/RGA procedures.
- Collaborate with the Parts Specialist, Service, and Technical Support teams to ensure timely shipment of warranted or serviced goods.
- Work closely with the Service and Technical Support teams to assess product issues and determine warranty and service eligibility.
- Perform additional tasks as needed to support the service department and enhance the customer experience.
Requirements
- 2 years of experience in a Customer Service role
- Strong verbal and written communication skills.
- MS Office experience
- SAP experience or similar
- Experience in warranty processing, maintenance coordination, or technical support is a plus
- Bilingual Spanish English required
- Must be authorized to work in the United States
What we offer you back:
- Competitive PTO Policy
- 401k match on employee’s contribution up to 6%
- Competitive benefit plans
- HSA contributions for employees and families.
- Dependent Care FSA with employer contributions.
- Progressive Paternity and Maternity leave.
