Job Description

Opportunity Description

We are currently seeking a Bilingual Customer Service Representative to interact with customers, manage and process orders/quotes, Q & A’s, account details, shipping logistics, returns, product knowledge, services offered, billing, credits and other related inquiries. The Customer Service Rep will also assist in supporting the International Sales Group in all sales activities.

Job Duties

• Process orders, forms, proformas, applications and requests.
• Prepares appropriate order processing documentation such as shipping documents, customs paperwork to comply with US export regulations.
• Interface with warehouse and/or freight forwarders regarding shipments to the customers or issues to ensure timely shipment of product
• Manage shipping consolidations schedule to conform to customer requirements.
• Deal directly with customers either by telephone, electronically or face to face
• Inform customer of deals and promotions.
• Respond and follow up promptly to all customer inquiries accurately.
• Provide pricing, stock levels, and delivery information.
• Set up new customer accounts.
• Thorough knowledge of all safety products and ability to sell over the phone.
• Assess and understand customer needs, requirements and recommend/sell appropriate product solutions.
• Obtain and maintain customer accounts contact information – i.e. email, phone, addresses.
• Manage customers' accounts with assigned Sales Manager (SM’s)
• Keep details of customer interactions and transactions.
• Handle and resolve customer complaints.
• Keep details of inquiries, comments, complaints, and actions taken.
• Maintain customer database in MINOS or other database/CRM type system
• Communicate, coordinate and support internal departments i.e., warehouse, CSR group.
• Route qualified opportunities to the appropriate sales representative for further development and closure.
• Direct requests and unresolved issues to the designated resource.
• Provide feedback on the efficiency of the customer service process.
• Help assist Accounting with customer discrepancies, mail monthly statements.
• Ensure that all email International “Inboxes” are checked, reviewed for resolution and/or distribution to the appropriate sales rep.
• Assist Marketing Director with promo’s, help U.S.A. CSR group in entering orders, phone coverage, kit assembly, shows, etc…
• Other duties as required

Experience & Skills Required

Key Performance Indicators:

• Bilingual – verbal and written. Spanish or Second language in relation to DeltaPlus.  
• Daily Order Entry – between up to 50 to 70 orders in MINOS
• Data collection such as customer email addresses for databases, order/invoice acknowledgements, and email blasts
• Working knowledge of Microsoft Office suite: Excel, Word, Outlook. Also, Adobe Acrobat Pro (PDF).
• Create efficiencies and continuously make improvement/suggestions on customer service and/or internal processes
• Working effectively and cooperatively with team members.
• Meet deadlines as assigned
• Achievement of quarterly or monthly promo sales targets.
• Outbound Email and/or Telemarketing 
• Knowledge of banking (drafts, W/T’s,  LC’s) 
• Assist in MINOS Troubleshooting
• Usage of Digidash for compiling and generating reports.

Key Competencies:

• Team Player
• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Customer service oriented. Problem solver.
• Ability to multi-task, prioritize and manage time effectively
• Product knowledge, provide technical information.
• Reliable, organized, detailed and focused.  
• Attention to detail and accuracy
• Willingness to work a flexible schedule and/or occasional overtime as needed
• Taking Initiative
• Adaptability and Flexibility