Bilingual Customer Service Representative

Bilingual Customer Service Representative (Parts) Job **RESPONSIBLE *Serve as a primary point of contact for customer inquiries, requests, and transactions.Assist Customers will parts identification, CONSITE and GOM navigation and the use of other systems.Assist with new dealer onboarding training via teams and other communication.Communicate effectively with freight forwarders to ensure timely delivery and manage documentation including SLI and CI.Handle documentation tasks including SLI and CI to facilitate smooth shipment processes.Ensure compliance with all relevant regulations and guidelines for international shipments.Monitor MD and EO orders daily for the assigned customers.Ensure all MD and EO orders are processed in a timely manner per our policy.Update customers on the status of any MD orders. Report any data, shipping, or warehouse issues that arise that would prevent MD and EO orders from processing.Follow up on any back orders with procurement and update customers frequently.Monitor Stock orders as needed and ensure all orders are allocated to physical or inbound inventory.Review supersessions and IC2s to determine alternative parts for customer orders.Monitor and respond to CRM cases/backlog and phone calls from LATAM Dealers in a timely manner.Participate in weekly/monthly meetings to discuss Dealer concerns, updated forecasting, and critical issues.Support the team with tasks related to parts return and shipment discrepancies.Other duties as assignedKey Skills / CharacteristicsBilingual (preferred; English and Spanish)Proficiency in root cause analysis and problem-solving skillsAbility to operate well under pressureSense of UrgencyPositive attitude and dispositionCustomer First focused approach and willingness for direct internal/external communicationStrong focus on and attention to detailEffective communication in a multi-cultural environment setting.Team player with a positive attitude who displays willingness to assist in any circumstance.Microsoft Office suite with Excel skills.Excellent Communciation SkillsKey KPIsCall logsDiscrepancy listCRM case managementCustomer CommunicationTeam developmentFORUMS (NETWORK OF INTERACTION)*Dealer CEO, VP, Service Manager, Parts ManagerCPD **All other departmentsREQUIRED KNOWLEDGE & EXPERIENCEHigh School diploma5+ years of Customer Service Experience

Created: 2025-06-04