Bilingual Customer Success Specialist

Shamrock Marketing Inc.; Kentucky; On-site; USD 42,000 - 64,000; Full time

Job summary

Shamrock Marketing Inc. in Louisville, KY seeks a Bilingual Customer Success Specialist to strengthen client relationships, ensure accurate orders, and support sales growth across North America.

You will maintain CRM hygiene in Salesforce, assist with quotes using Sage 300 ERP, and collaborate with the Sales team to deliver exceptional customer experiences while communicating in English and Spanish. This role emphasizes initiative, attention to detail, and proactive follow-through in a

Qualifications

• Fluency in English and Spanish (written and verbal) required.
• Comfortable communicating with customers by phone, email, and video.
• Proactive mindset with ownership and initiative.

Responsibilities

• Build trusted customer relationships and support sales growth.
• Maintain Salesforce.com hygiene: log activities, update contacts & accounts, track follow-ups.
• Enter customer orders accurately in Sage 300 ERP.
• Prepare quotes using templates and ERP tools.
• Support Business Development Managers and Director of Sales.

Skills

Bilingual English/Spanish

Customer relationship-building

Proactive mindset

Account support

Communication skills

Tools

Salesforce.com

Sage 300 ERP

MS Outlook

Job description

Job Description

Job Description

Position Title:

Bilingual Customer Success Specialist

Department:

Sales

Reports To:

Director of Sales & Key Accounts

Location:

Louisville, Kentucky U.S.A.

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Position Summary:

As the voice of Shamrock for many customers, you'll play a key role in creating exceptional customer experiences, strengthening customer relationships, supporting sales growth, and helping customers achieve success with our products and services.

The Bilingual Customer Success Specialist plays a critical role within our sales team and internal operations. This position ensures orders are entered accurately, follow-ups are completed, customers are supported, and CRM records are accurate, current, and well maintained.

This is not a passive role. It requires initiative, attention to detail, and proactive follow-through.

This role is ideal for a customer-focused professional who enjoys building relationships, solving problems, supporting sales growth, and creating exceptional customer experiences.

If you’re proactive, detail-oriented, take pride in your work, and love working with people, you’ll thrive here! Help us serve and grow relationships with both English-speaking and Spanish-speaking customers throughout North America.

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Why Join Shamrock?

• Family-owned and operated since 1992
• Award-winning and growing organization
• Supportive team environment
• Opportunity to learn sales, customer success, and account management
• Direct visibility with company leadership
• Long-term career opportunities for high performers

Primary Responsibilities:

The primary purpose of this role is to build strong customer relationships and support sales growth while ensuring exceptional execution of customer-facing processes

Customer Relationship Management

• Serve as a primary point of contact for customer inquiries.
• Build trusted customer relationships through proactive communication.
• Conduct customer follow-up calls and account check-ins.
• Identify opportunities to strengthen customer engagement and loyalty.
• Support sales growth through customer outreach and account development
• Assist Business Development Managers, Key Account Manager, and Director of Sales.
• Close follow-up gaps and keep work moving forward

ERP, CRM, & Systems Execution

• Maintain Salesforce.com hygiene:
• • Log activities and notes
  • Keep contacts and accounts current
  • Track follow-ups and tasks
  • Admin functions including dashboards, reporting, and related
• Enter customer orders accurately and timely in Sage 300 ERP
• Prepare quotes using templates and ERP tools

What Success Looks Like After 6 ~ 9 Months

• Customers know and trust you.
• Follow-ups rarely fall through the cracks.
• Salesforce data is accurate and current.
• Internal teams view you as dependable and proactive.
• You have become a valued contributor to customer retention and sales growth.

Success Metrics:

• Order Accuracy & Timeliness
• Sales Team Responsiveness & Support
• Customer & Key Account Follow-Up Completion Rate
• CRM Hygiene & Data Quality
• Proactive Customer & Key Account Touches
• 95%+ Scores on Customer Feedback and Internal / 360 Surveys.

Qualifications:

Required

• Professional fluency in English and Spanish (written and verbal)
• Comfortable communicating with customers by phone, email, and video
• Proactive mindset — anticipates needs and takes ownership

Preferred

• 2+ years of customer service, account support, customer success, inside sales, or related experience
• Strong relationship-building skills
• Strong organizational skills and high attention to detail
• Ability to manage multiple priorities and systems
• Strong written and verbal communication skills

Systems You’ll Use:

• Salesforce.com
• Sage 300 ERP
• MS tools including Outlook,