Bilingual Customer Service Representative (English/Spanish)

Prime Source Foods of NH; Londonderry (NH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life Insurance

Voluntary Life, AD&D

401(K) with weekly employer match

Paid Time Off

Employee Purchase Program

DEI Ambassadors

Holiday Party

Safety Shoe Program

EAP

Job summary

Prime Source Foods of NH is seeking a dynamic Bilingual English/Spanish Center of the Plate Customer Service Representative in Londonderry, NH. You will provide exceptional support to our clients focused on center-of-the-plate products, delivering friendly service in both English and Spanish.

Responsibilities include handling inbound calls, taking orders when needed, offering pricing from sales sheets, and assisting the Sales team with new sheets while maintaining accurate account information

Qualifications

• Fluent in English and Spanish; able to read, write, and speak both languages.
• Excellent customer service skills with professional phone etiquette.
• Strong keyboard skills and ability to build and maintain spreadsheets.

Responsibilities

• Answer inbound calls and route to Sales; follow up until assignment.
• Take orders from existing customers when Sales is unavailable.
• Provide pricing to customers from Sales sheets.
• Assist Sales Representatives in creating new sheets and materials.
• Track delivery shortages and coordinate with Sales to reach customers pre-delivery.
• Maintain and update account information (addresses, statements).
• Process returns per department policies and procedures.
• Handle customer complaints with professionalism and escalate when needed.
• Maintain punctuality and positive relations with coworkers.
• Develop and sustain upbeat customer relationships and deliver effective solutions.

Skills

Bilingual English/Spanish

Customer service

Phone etiquette

Team player

Tools

Open Office

Windows

Spreadsheets

Job description

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 to cater to our diverse customer base.

If you are passionate about delivering top-notch customer experiences and have expertise in the food service industry, we encourage you to apply for this pivotal role in our company.

Requirements

• 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
• (a) keying orders into order entry from sales notes or by phone from the customer.
• (b) provide pricing to customers from Sales prepared sheets.
• (c) Assist sales Representatives in making new sheets.
• (d) 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.
• Process 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 - Friday.
• 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.

The Prime Example:

MISSION

Our MISSION is to meet our customers’ needs by providing cost-competitive center-of-the-plate products with flexible and efficient distribution services.

VISION

Our VISION is to be New England’s most valued provider of center-of-the-plate products through superior sourcing practices, product knowledge, and service options.

VALUES

Our VALUES and success rely on relationships built on trust, fairness, respect, honesty, and teamwork.

Perks at its Prime:

• Medical, Dental, and Vision Insurance
• $25,000 company-paid Life Insurance w/option to purchase additional coverage
• Voluntary Life, AD&D, Long-Term and Short-Term Disability
• Permanent Life, Cancer, and Accident Insurance
• Flexible and Dependent Care Spending Account
• 401(K) with weekly employer match
• Employee Referral Incentive
• Paid Time Off, increasing with tenure
• Employee Purchase Program – Quality products at a discount ($.10/lb. over cost or $1.00/case over cost)
• DEI Ambassadors
• Turkey for Thanksgiving
• Prime Roast for Christmas
• Ham for Easter
• Holiday Party
• Safety Shoe Program (qualifying positions)
• Employee Assistance Program (EAP)