Customer Service Representative - Bilingual Spanish

About the role

We are currently seeking a dynamic and customer-oriented Bilingual English/Spanish Center of the Plate Customer Service Representative to join our team. The ideal candidate will be instrumental in providing exceptional service and support to our clients, with a focus on center-of-the-plate products. Fluency in both English and Spanish is essential and required to cater to our diverse customer base.

Responsibilities

• Answers and fields inbound phone calls and follows up with each call until a Sales Representative receives it.
• When the Sales Representative is out on vacation or busy, will take orders from existing customers including:
  • keying orders into order entry from sales notes or by phone from the customer;
  • provide pricing to customers from Sales prepared sheets;
  • assist Sales Representatives in making new sheets;
  • takeover handling will call only customers from Sales Representatives upon request.
• Tracks delivery shortages to assigned accounts on a spreadsheet, including communicating with a Sales Representative to ensure the Representative contacts customers before delivery.
• Performs account maintenance by processing account information such as address changes and statement requests.
• Processes returns from previous deliveries by referring them to the respective Sales Representative and following other department policies and procedures.
• Handles customer complaints appropriately, including carefully listening to customer complaints with respect and professionalism and knowing when to forward customer complaints to the Sales Department.
• Reports working punctually and regularly as scheduled.
• Builds and maintains positive relations with coworkers.
• Makes customers and their needs a primary focus of one’s actions, including developing and sustaining upbeat customer relationships.
• Possesses, acquires, and maintains the technical or professional expertise required to do the job effectively and create effective customer solutions.
• Perform other duties as assigned.

Work Environment and Physical Requirements

• Must be fluent in both English and Spanish; must read, write, and speak Spanish and English.
• Must be able to be physically onsite (Londonderry, NH).
• Must be authorized to work in the U.S. as we are unable to sponsor or take over sponsorship.
• Must be flexible and able to work 8:30am–5pm, Sun–Thurs or Mon–Fri.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Frequent use of a keyboard, mouse, multiple monitors, and other standard office equipment. Ergonomic desks are installed to avoid periods of prolonged sitting.
• There is occasional daily phone use and team video meetings.

Preferred Qualifications / Skills

• Excellent customer service skills, including proper phone etiquette, ability to identify customer needs, passion for excellence in treating and caring for customers, practice listening skills, and handling complex customer complaints.
• Strong keyboard skills with familiarity with Windows-based computers, including knowledge of Open Office and building and maintaining spreadsheets.
• Strong organizational skills with the ability to multi-task and independently manage multiple work tasks in a fast-paced environment. When working on a project, any inbound phone call must be prioritized.
• Team player, proactive, detail-oriented, and focused on results.
• Willingness and ability to work flexibly and occasionally overtime when needed.
• Ability to maintain a professional, positive, and friendly attitude in a busy environment.
• Ability to proactively assist the Sales Department when they are out on the road in prospecting and customer service.
• Ability to maintain confidentiality.
• Excellent written and verbal communication skills.