Bilingual Customer Service Representative

Customer/Dealer Support

• Provide a positive customer and dealer experience with every interaction
• Receive, research and respond to customer and dealer inquiries regarding products, orders, warranties, service issues, and lead inquiries
• Build strong relationships with customers and dealers by delivering timely, professional, and solution-oriented support
• Serve as a liaison between customers, dealers, and internal departments to ensure issues are resolved

Order Processing & Account Support

• Enter customer and dealer orders for products, replacement parts, and accessories accurately and timely
• Process returned merchandise authorizations and refunds as necessary
• Enter orders from customers, dealers, and sales staff as required for backup support
• Maintain accurate customer and dealer records within company systems

Warranty & Returns Administration

• Capture and maintain warranty information and related documentation
• Process warranty claims, returns, replacements, and exchanges in accordance with company policies
• Investigate warranty-related issues and communicate resolutions to customers and dealers
• Ensure all warranty and return transactions are documented accurately

Shipping & Order Resolution

• Track orders and provide updates regarding order status, shipping timelines, and product delivery
• Contact customers and dealers regarding ship dates, refunds, payments, product delivery, and service-related matters
• Request payment for outstanding invoices, including freight and shipping charges when applicable
• Collaborate with internal teams to resolve shipping discrepancies and delivery concerns

Problem Resolution & Escalations

• Manage customer and dealer escalations with professionalism and urgency
• Analyze issues and recommend effective solutions to meet customer and dealer needs
• Exercise sound judgment when resolving service concerns and determining appropriate next steps
• Escalate complex issues to leadership when necessary

Systems Support & Continuous Improvement

• Participate in user testing and provide feedback on systems, processes, and tools
• Aid with special projects and additional duties as assigned
• Identify opportunities to improve customer and dealer service processes and overall experience

Requirements:

• High School Diploma or equivalent required
• 2–5 years of customer service, dealer support, or related experience
• Fluent in both English and Spanish (written and verbal) required
• Experience supporting B2B dealer or distributor networks preferred
• Warranty administration experience preferred
• Strong attention to detail and organizational skills
• Excellent verbal and written communication skills
• Analytical and problem-solving abilities with a focus on customer satisfaction
• Effective time management skills with the ability to prioritize multiple tasks
• Proficiency with customer relationship management systems, databases, Microsoft Office, and email software
• Ability to work independently while collaborating effectively with cross-functional teams