Bilingual Customer Service Representative

IMS Company; Ohio; Hybrid; USD 38,000 - 52,000; Full time

Job summary

IMS Company is seeking a personable bilingual (Spanish-English) Customer Service Representative to support customers via phone and email. You will handle quotes, orders, and follow-ups with a focus on accuracy and customer satisfaction.

The role requires strong communication, data-entry accuracy, and the ability to collaborate with Sales, Purchasing, Marketing, and Warehouse teams. This is an in-person position based in the United States.

Qualifications

• Fluent in English and Spanish (written and spoken).
• 1+ year experience in Customer Service or Sales.
• Data entry or computer skills; knowledge of M365 Outlook and Excel is a plus; Oracle NetSuite experience preferred.

Responsibilities

• Communicate clearly and effectively in both Spanish and English.
• Field inbound calls from customers seeking quotes, orders, or follow-ups.
• Process orders accurately and identify opportunities to upsell additional products.
• Be aware of promotions or discounts to generate additional sales and communicate them to customers.
• Ensure accurate data entry for pricing, products, quantities, addresses, shipping, and payment methods.
• Serve as primary contact for communications with customers, Purchasing, Marketing, Technical Service, and Warehouse.
• Keep customer account information updated and accurate.
• Respond to inquiries and complaints professionally and promptly.
• Provide accurate information using the right tools and processes.
• Direct questions to proper department and follow up as needed.
• Participate in product training and development activities.
• Perform other duties as assigned.

Skills

Bilingual Spanish-English

Customer service

Data entry

Phone communication

Education

High school diploma or equivalent

1+ year experience in Customer Service or Sales

Tools

Oracle NetSuite

Microsoft Outlook / M365

Excel

Job description

Position Summary

We are seeking a personable and energetic bilingual (Spanish-English) Customer Service Representative to provide exceptional support to our customers. The ideal candidate will be fluent in both languages and able to assist customers via phone and email. This role requires excellent communication skills, frequent multi-tasking, and the ability to resolve issues efficiently.

The Customer Service Representative is a critical role for customers placing orders through inbound calls, email or through the IMS website. The CSR is responsible for building relationships within the sales team, other departments, and our customers. This position will also contribute to developing and implementing sales strategies and processes.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Communicate clearly and effectively in both Spanish and English
• Field inbound calls from customers looking for a quote, placing an order, or following up on an existing order
• Efficiently process a customer order while identifying opportunities to present the customer with additional products that could potentially increase sales and the size of customer orders
• Be aware of potential promotions or discounts that should be communicated with customers to generate additional sales and promote company products
• Ensure data entry accuracy including pricing, products, quantities, address, shipping method, and payment method
• Serve as critical point of contact for communication with customers, Purchasing, Marketing, the Technical Service group and Warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders
• Ensure information for customers’ accounts is updated and maintained accurately
• Respond to customers’ inquiries and complaints in a professional manner
• Provide accurate and complete information to customers by using the right tools, processes, and procedures
• Direct questions to the proper department and follow-up when needed
• Participate in ongoing product training and professional development activities
• Perform other duties as assigned

We require enthusiastic and outgoing personalities that have excellent written and verbal skills.

Education and Experience

• High school diploma or equivalent
• 1+ year experience in Customer Service or Sales
• Fluent in English and Spanish (spoken and written)
• Previous data entry or computer skills
• Prior experience using M365 Outlook and Excel a plus
• Prior experience using Oracle NetSuite a plus

Additional Requirements

• Day shift availability (required)
• Must be able to relocate to Chagrin Falls, OH 44023 before starting work (required)
• Work location: in person