Bilingual Customer Service Representative

Fencing Supply Group; Gibsonton (FL); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Fencing Supply Group in Gibsonton, FL seeks a Customer Service/ISR for access control and gate products. You will be the primary internal contact for service, product information, and customer complaints, maintaining order fulfillment and coordinating with sales reps.

Responsibilities include quotes, invoicing, returns, and resolving billing inquiries while nurturing relationships with high-volume B2B clients and assisting with leads and bids as needed.

Qualifications

• 1–3 years of QC or manufacturing experience (fencing or metal fabrication preferred).
• Ability to read blueprints, specifications, and inspection criteria.
• Proficient in data collection, basic statistics, and problem-solving tools.
• Strong communication and organizational skills.
• Bilingual required: English/Spanish.
• QuickBooks Knowledge helpful.

Responsibilities

• Own day-to-day relationship with high-volume B2B customers and ensure timely fulfillment of orders.
• Coordinate multi-site orders with multiple SKUs and delivery points.
• Consult with customers to provide product information and resolve complaints.
• Prepare quotes, process orders, invoicing, and returns, acting as an internal sales rep for smaller customers.
• Record customer interactions and transactions accurately.
• Resolve billing complaints by exchanging merchandise or adjusting bills.
• Identify opportunities and drive leads through the sales pipeline.

Skills

QC/Manufacturing experience

Blueprint reading

Data collection

Communication

Bilingual English/Spanish

QuickBooks knowledge

Tools

QuickBooks

Job description

Description

Position Summary:

The Customer Service/ISR for access control and gate products is responsible for providing customer interface and offers various services, solutions, support, and information to build trust, confidence, and long-term business. The Customer Service/ISR Representative is the primary internal customer point of contact for service, product information, and customer complaints.

Responsibilities:

• Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with clients with their assigned sales representatives and keeps sales reps abreast of any issues, opportunities, and developments.
• Tracks and manages larger, multi-service-center orders with multiple SKUs and delivery points over several dates-advocates for the customer to internal operations leaders.
• Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.
• Prepare quotes, promote solutions and services, process orders, arrange invoices, invoicing, and process product returns. Acts as an internal sales representative to smaller customers.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Contact customers to respond to inquiries or notify them of claim investigation results or any planned adjustments.
• Interacts with prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline.
• Suggest new or additional services or products to customers based on their needs; identify and close other purchases of products and services by customers' communities.
• Prospects qualify and generate sales within the company’s established trading partners. Develop requests for bids and develops relationships such that Pro Access Systems is informed about upcoming RFBs timely.
• Remains knowledgeable and up-to-date on changes and developments in the company’s B2B infrastructures
• UPS Shipping
• Material receiving
• Inventory Cycle Counts
• Order processing experience

Requirements

Qualifications

• 1-3 years of QC or manufacturing experience (fencing or metal fabrication preferred).
• Ability to read blueprints, specifications, and inspection criteria.
• Proficient in data collection, basic statistics, and problem-solving tools.
• Strong communication and organizational skills
• Bilingual required: English/Spanish
• QuickBooks Knowledge helpful