Bilingual Customer Support Specialist
Job Summary:
The customer service representative is responsible for providing effective customer service for all customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.
Essential Job Function:
• Responds to inquiries or issues regarding products, lead times, delivery dates, and pricing or customer complaints as received
• Supports Carling’s “Terms & Conditions”, including payment and warranty terms
• Updates customer information for computer database entry
• Coordinates processing and completing of various forms: Carling’s or the customer’s
• Coordinates activities (SP’s, Expedites, RMA’s, MRPs, shipping, credit, engineering) with other departments as needed
• Prepares new orders, change orders or cancellation requests for data entry; performs data entry as needed
• Handles the needs of outside sales, authorized rep groups, authorized distributors or OEM customers
• Assists customers with the use of the web site to find product information, rep group or distributor locations or distributor product inventory
• Process new requests for BOM (Bill of Material) creation
• Processes sample requests received from direct e-mails or web site inquiries
• Works with web portal inquiries to obtain customer updated scheduling requirements
• Receives and reviews information, i.e. Customer Scorecards, through customer web sites or portals; ensures information is accurate; forwards Scorecards to the Quality group for review and action as needed
• Assists with reviewing and amending various systems generated and manually created reports (Duplicate Order, Hot Stamp/Color Charge, Minimum Billing, EDI Discrepancy Report) to achieve accurate delivery performance
• Coordinate updated customer specific requirements with correct groups or departments
• Receives inquiries via phone, fax, e-mail or snail mail for quotations samples, orders, and product information or lead times from customers; provides pertinent information as it relates to the request
• Nothing in this job description restricts managements right to assign or reassign duties and responsibilities at any time
Recommended Education / Experience:
• Must be fluent in English & Spanish
• Associates Degree preferred, and 4 to 6 years of field experience/training, especially in the area of customer service
• Proficient in general office skills including the use of files, fax machine, copy machine and scanner
• Computer literate in basic functions, e-mail capabilities and web environments
• Professional interpersonal and telephone skills including active listening skills
• Understanding of customer specific requirements pertaining to their job function
• Critical thinking skills to identify solutions to issues
• Ability to multi-task and remain organized in order to follow through and provide appropriate responses both internally and directly with customers
• Ability to work individually as well as coordinating with other departments
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, etc.
Posted Wednesday, August 15, 2018
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