Bilingual Customer Service Representative

Regal Holdings; Fort Worth (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

Saladmaster in Fort Worth, TX is seeking a Bilingual Customer/Dealer Services Specialist to deliver outstanding support to customers and dealers, handling inquiries, orders, warranties, and service issues. You will build relationships, process orders and returns, track shipments, and resolve escalations by collaborating with internal teams, ensuring accurate records and timely solutions.

Fluency in English and Spanish is required.

Qualifications

• 2–5 years of customer service or dealer support experience.
• Fluent in English and Spanish (written and verbal) required.
• Experience supporting B2B dealer networks preferred.
• Proficiency with customer relationship management systems, databases, Microsoft Office, and email software.

Responsibilities

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

Skills

Bilingual English/Spanish

Education

High School Diploma

Job description

Description

Since 1946 Saladmaster has been changing lives one healthy meal at a time. With over 400 authorized dealers in over 40 countries, using the “Science of Saladmaster” we are helping to change people’s lives with our products and business opportunity. We believe the kitchen (and the family table) make up the hub of the home, and that is where everyone belongs.

We are all working together to:

• Grow our dealer network for people that are passionate about changing lives and making a difference in society
• Supporting entrepreneurial minded businesspeople who are driven to grow and succeed with a proven business model called the Success Program
• Build teams than coaching and mentoring them to grow
• Use the Science of Saladmaster to connect with people passionate about healthy home cooking
• Better understand and serve the home cooking needs of communities in which we live and work

You will love it here if you believe in the following:

• Family
• Excellence
• Integrity
• Passion
• Empowerment

If this sounds like the company for you, your seat at our Saladmaster family table awaits.

Your seat at the table: Bilingual Customer/Dealer Services Specialist

You will love this seat if you get, want, and have the capacity to:

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.
• Assist with special projects and additional duties as assigned.
• Identify opportunities to improve customer and dealer service processes and overall experience.

Requirements

We need this seat to have:

• 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.