WHAT WILL YOU DO?

The Bilingual Customer Service Representative is primarily responsible for the processing of external and internal customer service, repair and parts orders requests through notifications, and external customer quotations. As a front-line representative of the company, this position directly influences customer allegiance. This position requires extensive interaction with other departments within the company to ensure that our commitments to our customers are met.

ESSENTIAL FUNCTIONS

These functions may not be present in all positions in this job family. When a position is to be filled, the essential functions will be noted in the announcement of position availability.

• Responds to and resolves internal and external customer requests and inquiries which may involve repair pricing, product availability or returns, terms and conditions, vendor information, and delivery.
• Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures.
• Appropriately assess customer driven concerns and escalate or resolve as needed.
• Interacts with multiple areas including internal customers such as Operations, Technical Support, Logistics, and external suppliers to ensure timely and accurate shipment of product and issue resolution.
• Accurately close all work orders and update Contract Database where required.
• Support the Quality Management System by:
• Development, maintenance and full adherence to departmental work instructions, standard operating procedures (SOP’s) in fulfillment of the requirements of our Quality Management System and the expectations of our interested parties (internal / external).
• Identify and report quality or compliance concerns to management and the quality function and take immediate actions to remedy.
• Complete all planned or unplanned quality & compliance training requirements within defined deadlines
• Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.
• Stays abreast of new processes and initiatives within the company.
• Review and understand all departmental Functional Procedures and work instructions.
• Assist in maintaining customer information and update AS-400 ship-to and bill-to addresses.
• Process customer and Field Service quotation requests.
• Other miscellaneous duties as assigned.