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Bilingual Customer Service Representative
4 weeks ago
· Bilingual required (English/Spanish).
Duties/Responsibilities:
· Answers phone calls for the Charlotte Customer Support Department, including call transferring and responding to voicemails.
· Provide exceptional customer service, and technical support to customers through channels of communication such as phone, emails, texting, and social media ensuring customer satisfaction.
· Builds sustainable relationships and trust with customers and provides information about the RMA (Return Merchant Authorization) process, products, and services, bill status, and payments as well as technical support.
· Able to provide accurate instructions over the phone and teach how to use our products to professionals and “Do it yourself” users.
· Enters purchase orders in SAP, verifies customer orders and order changes; ensures fulfillment and product delivery (DN creation in SAP).
· Resolves customer order issues like invoicing, credit memos, returns, repairs, and warranties.
· Works backlog reports and coordinates to expedite orders as needed.
· Maintains current and accurate customer records, and updates account information, as needed.
· Monitor and update open claims daily.
· Prepare PDF documents for scanning, uploading, and downloading.
· Study our line of products to understand uses, benefits, and troubleshooting.
· Performs other related duties as assigned.
Education and Experience:
· High school diploma or GED required.
· 1 - 2 years of customer service and data entry-related work experience required.
· 3-5 years of experience with electrical measuring tools in the automotive industry (Mechanic is a plus).
· Proficient in Microsoft Office Suite, including Excel, Outlook, and Teams.
· Experience with SAP is a plus (entering and processing sales orders)
· Bilingual required (English/Spanish).
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