Customer Service Representative II

Kids for the Future; Charlotte (NC); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health & dental insurance

Vision coverage

Disability insurance

401(k) with employer matching

Paid holidays

Vacation & personal days

Job summary

SATO America LLC is seeking a detail-oriented Customer Service Representative II to deliver exceptional service to customers and partners. You will address inquiries, ensure satisfaction, and respond to product questions.

The role acts as a liaison across the business unit, sales, and customers, ensuring timely communication and accurate information. You will manage orders, coordinate with internal teams, and contribute to process improvements.

Qualifications

• Bilingual proficiency in English and Spanish preferred.
• Associate degree or equivalent; 1–3 years related experience preferred.
• Solid working knowledge of Microsoft Office Suite.

Responsibilities

• Provide exceptional customer service via phone, email, and online channels.
• Proof orders for accuracy and respond to inquiries on shipping, changes, or cancellations.
• Coordinate with customers and internal teams to confirm requirements and obtain quotes.
• Serve as liaison between business, sales and customers across markets.
• Resolve issues including order management and suggest process improvements to Operations.
• Handle high volumes of email and calls, enter service requests, and notify technicians as needed.
• Maintain records, generate customer-specific reports, and ensure data accuracy in systems.

Skills

Bilingual English/Spanish

Education

Associate degree or equivalent

Tools

Oracle

Microsoft D365

Microsoft Office Suite

Job description

• Location 14125 South Bridge Circle,Charlotte, NC, 28273,United States
• Employee Type FT Non-Exempt
• Manage Others No

Description

SATO America is seeking a detail-orientated, service-focused, Customer Service Representative II.

At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world.In over 80 years, SATO has fostered a culture of professionalism and customer-centric innovation with an unchanging mission of value creation for customers that, in turn, contributes to a more sustainable world.Do you have what it takes to be our customer’s most trusted partner for mutual growth, and always essential in an ever-changing world? If so, look no further. We have a place for you.

SUMMARY: The Incumbent will be responsible for providing exceptional service to our customers, addressing inquiries and concerns, and ensuring customer satisfaction through effective communication and problem-solving. The incumbent will also be responsible for responding to general product questions from both our partners and our customers. Must demonstrate a sense of urgency and accountability in responding to customer needs and requests for service and assistance. This position serves as a liaison between the business unit, the sales organization, and our customers across the various markets we serve.

DUTIES & RESPONSIBILITIES :

• Provide exceptional customer service through phone, email, and online channels.
• Proof orders for order accuracy; answer customer and sales inquiries inclusive of; shipping/delivery dates, order changes/cancellations, etc.
• Interact with customers and internal departments to confirm customer requirements, obtain quotes, regulatory documents, and request part numbers to ensure customer satisfaction.
• Serve as the liaison between the business, the sales organization and our customers.
• Problem resolution including order management, as well as process improvement recommendations to Operations that drive production schedules to meet customer needs.
• Effectively multi-task and manage a high volume of email and incoming calls.
• Accept and enter service calls; and notify technicians of customers’ needs when needed.
• Submits paperwork to manufacturing and sales to obtain correct work and price estimates
• Review of customer stock inventory to ensure product levels are maintained.
• Maintain records of releases and provides customer specific reports.
• Perform various clerical work such as data entry and filing
• Perform all duties safely following company policies and procedure
• Resolves customer complaints in a professional manner and enters them into Oracle and ETQ systems.
• Ability to work well both independently with minimal supervision as well as in a collaborative team environment.
• Will analyze, establish, and recommend customer centric solutions with professional demeanor, tact, and an ability to always maintain positive relationships with both our internal/external customers.
• Adheres to and complies with SAL Safety and Quality Management Systems in place, including but not limited to ISO9001: Current Edition, cGMP's, Forest Stewardship Council (FSC), Underwriters Lab (UL).
• Flexibility to work overtime when needed to meet business demands.
• Perform other duties as assigned.

QUALIFICATION:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Bilingual proficiency in English and Spanish is strongly preferred
• Associate degree (A. A.) or equivalent from two-year college; or one to three years related experience and/or training; or equivalent combination of education and experience environment required.
• Solid working knowledge of Microsoft Office Suite
• Knowledge of Oracle, Microsoft D365, or other ERP & business system software.
• Excellent, verbal, written and interpersonal communication skills.
• Excellent critical thinking skills to analyze and solve problems and provide customer-centric results.
• Diligent and detail oriented.
• Ability to manage competing priorities, shift gears to react to urgent scenarios and meet daily commitments

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting: Remaining in the seated position
• Dexterity: Picking, pinching, or otherwise working primarily with fingers rather than with the whole hand or arm as in handling
• Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAVEL REQUIREMENTS:

Rarely

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SATO America LLCoffers a highly competitive salary in addition to an outstanding, market-leading benefits program. SATO’s total compensation package extends well beyond your paycheck as it's designed to support and enrich your personal and professional life. See our benefit line-up below:

Health & Wellness: medical, vision, and dental insurance to include coverage for domestic partners. SATO contributes approximately 75% to the cost of employees’ health insurance coverage along with 100% company paid Life & AD&D, short-term and long-term disability insurance, and a pre-tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.

Time Away: We observe 10 company-paid holidays per year, and 15 days accrued vacation time. We also offer six (6) accrued personal days for you to use for things like weddings, moving, mental health, religious holiday, sick child or for anything that is truly personal.

Saving for the Future: plan for your short-term and long-term goals with our 401(k)-retirement savings plan with employer match with no vesting schedule. You are fully vested on the first of the month following 30 days of employment. SATO will match 100%/dollar-for-dollar of your 401(k)-deferral amount of the first 3% of your pay and an additional match of 50%/$.50 on the next 2% of your pay. For example, if you defer 5% of your pay into the 401(k) Plan, SATO will make a 4% matching contribution.

Work-Life: we offer an Employee Assistance Program for employees and eligible family members, career development, growth opportunities, and referral bonuses.