Bilingual Customer Service Representative

Sihl Inc.; Tampa (FL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Bilingual Customer Service Representative to enhance customer interactions and support. In this entry-level role, you will engage with customers, address inquiries, and resolve issues to ensure satisfaction. Your ability to communicate effectively and multitask will be essential as you manage orders and collaborate with various departments. This position offers a dynamic environment where you can grow your skills and contribute to a supportive team. If you're passionate about customer service and eager to make a difference, this opportunity is perfect for you.

Qualifications

• Two years of customer service experience required.
• Proficiency in Salesforce and Microsoft Dynamics GP preferred.

Responsibilities

• Interact with customers to address inquiries and resolve complaints.
• Process orders and maintain customer records in Salesforce.
• Collaborate with sales and operations for excellent customer support.

Skills

Excellent communication skills

Active listening

Service-oriented

Problem-solving skills

Ability to multitask

Education

Minimum two years’ experience as a customer service representative

Tools

Salesforce

Microsoft Dynamics GP

MS Word

MS Excel

StarShip software

Job description

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Position Description

Bilingual Customer Service Representative
Status: Hourly Non-Exempt
Department: Customer Service
Reports to: Customer Service Manager

Position Summary

The Customer Service Specialist will interact with Sihl’s customers to address inquiries, respond to price and delivery requests, provide order and product shipping status, notify customers of delays or issues, and resolve complaints to provide a higher level of customer support.

This position will handle all aspects of Customer Service including:

1. Accept customer product orders via email, phone, EDI, or fax.
2. Use email (Salesforce & Outlook), ACD phone system, KeCommerce website, or Microsoft Dynamics GP for order entry.
3. Handle inquiries regarding order status, ship dates, tracking, and product availability.
4. Verify order accuracy and perform freight calculations using StarShip software.
5. Address customer calls about product inquiries, complaints, billing discrepancies, or shipping errors.
6. Process return requests, authorizations, and credit memos.
7. Collaborate with sales, product management, and operations to ensure excellent responsiveness.
8. Maintain customer records in Salesforce.com detailing interactions and inquiries.
9. Use product knowledge to answer inquiries or escalate as needed.
10. Coordinate with field sales, Materials Planning, and Production departments for customer support and product availability.
11. Learn product applications to assist customers with selection.
12. Participate in other projects as assigned.

Knowledge, Skills, and Abilities

• Excellent communication skills including active listening.
• Service-oriented with the ability to resolve customer grievances.
• Proficient in computer skills with the ability to learn new software.

Qualifications

• Minimum two years’ experience as a customer service representative.
• Intermediate knowledge of MS Word and Excel; experience with Great Plains and Salesforce a plus.
• Knowledge of basic measurements and math skills for order assistance.
• Strong verbal communication and problem-solving skills.
• Ability to multitask, learn, and adapt to a changing environment.
• Ability to work well with others and take on additional responsibilities.

Work Environment/Physical Demands

This position is in a typical office environment requiring prolonged sitting, manual dexterity, and operation of standard office equipment. May involve occasional high-stress situations and lifting up to 15 lbs.

Additional Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Paper and Forest Product Manufacturing