Job Description

Our client is looking to hire a Customer Service Representative position supporting brands customers by providing professional and responsive assistance via phone, email, and chat. You’ll support both internal teams and external customers, process orders and returns and contribute to operational improvements and customer satisfaction.

Location: Onsite in Placentia, CA

Schedule: Monday – Friday, 7:00 AM – 3:30 PM

Language Requirement: Bilingual (Spanish) required

Key Responsibilities:

Customer Support & Order Management

• Answer inbound calls, emails, and live chats in a professional and customer-friendly manner
• Process orders, returns, sales samples, and quality/service claims
• Create shipping labels and assist with order entry in CRM and ERP systems

Account Support

• Partner with Customer Account Managers to support key accounts and backup Latin America operations
• Assist with quotes, renewals, and account updates
• Identify trends in customer transactions and recommend improvements

Collaboration & Communication

• Attend team meetings and contribute to internal documentation
• Provide feedback for process optimization and customer experience
• Work cross-functionally with internal departments to resolve issues

Performance Goals:

• Accurately process daily domestic orders, claims, and samples
• Maintain minimal data entry errors (as defined by the Customer Service Manager)
• Manage an average of 25 inbound calls per day
• Keep open claim reports up to date and assist in generating return authorizations

Qualifications:

• Minimum 2 years of customer service experience environment
• Bilingual in Spanish is a MUST!
• Strong written and verbal communication skills
• SAP/ ERP system experience a plus!
• Hub Spot/CRM experience a plus!

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