Bilingual Customer Service Representative

4 months ago

Tonawanda, United States Imagine Staffing Technology, An Imagine Company Full time

Nature & Scope: Positional Overview


As a Bilingual Customer Service Representative, you’ll play a pivotal role in fostering strong customer relationships with our client, a leader in fluid-flow technology. With overseeing all aspects of customer service you’ll ensure seamless interactions and satisfaction with customers though proactive communication and collaboration with internal departments, ensuring timely deliveries of all products and resolving order issues in a timely manner. If you enjoy small, close-knit teams while being a part of a global company, this is the position for you



Role & Responsibility: Tasks That Will Lead To Your Success


  • Maintain proactive and efficient communication with customers, promptly addressing their individual needs with professionalism.
  • Handle customer inquiries via telephone and email, ensuring a polite and courteous approach at all times.
  • Adhere to established policies and procedures to consistently meet service standards and business objectives.
  • Collaborate closely with internal departments to ensure smooth service delivery and achieve business goals.
  • Maintain accurate records of customer contracts and manage order processing efficiently.
  • Update and maintain customer data files to ensure integrity and accuracy.
  • Process customer change orders and manage Sales Returns Goods according to procedures.
  • Enter and confirm customer orders in the Manufacturing Planning System.
  • Manage regional order backlog and expedite orders as needed.
  • Proactively communicate delivery status and address any issues promptly.
  • Coordinate with finance on account matters, keeping customers informed as necessary.
  • Collaborate with sales, procurement, and production teams to ensure timely deliveries and resolve issues.
  • Efficiently handle customer complaints, ensuring satisfactory resolutions



Skills & Experience: Qualifications That Will Help You Thrive


  • Fluent in English and Spanish with both verbal and written communication
  • High school diploma or equivalent; additional education is advantageous.
  • Minimum one year of customer service experience is essential.
  • Ability to work independently and collaboratively within a team environment.
  • Enthusiastic attitude with strong problem-solving skills.
  • Experience in HVAC business is a plus.
  • Moderate computer skills and proficiency in using an ERP or MRP System.
  • Proactive approach and ability to adapt to new processes.
  • Proficiency in technical writing and strong interpersonal communication skills.
  • Strong analytical skills to simplify complex problems and provide clear recommendations.
  • Effective leadership skills focused on collaboration and achieving results.
  • Open and authentic communication style in all interactions.

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