Bilingual Customer Service and Order Support Specialist

HEITECH SERVICES•Pueblo, CO

35d•Onsite

About The Position

The Bilingual Customer Service and Order Support Specialist supports English- and Spanish-speaking customers in a high-volume distribution and order-fulfillment environment. This position serves as a primary customer contact by answering telephone calls and emails, researching order and account questions, resolving complaints, processing mailed requests, entering and updating customer data, and maintaining accurate records in customer and order-management systems. The specialist also imports order files, prepares routine reports, completes authorized website and database updates, and coordinates with warehouse and fulfillment personnel to help ensure customer orders and service requests are handled accurately and on time.

Requirements

High school diploma or equivalent.
Minimum 1 year of customer service or call-center experience.
Fluency in English and Spanish, spoken and written.
Strong verbal and written communication skills with the ability to interact professionally with customers, coworkers, and management.
Proficiency with Microsoft Office applications, particularly Excel, Outlook, and Word.
Strong research, problem-solving, and complaint-resolution skills.
Excellent attention to detail, organization, and ability to manage multiple priorities.
Ability to work independently and collaboratively in a fast-paced, deadline-driven environment.
Ability to stand, bend, and lift materials weighing up to 50 pounds when required and to work safely within a warehouse or distribution environment.
Ability to work onsite in Pueblo, Colorado, five days per week during the established operating schedule.
Ability to successfully complete applicable pre-employment screening and background requirements

Responsibilities

Provide professional customer support in English and Spanish through telephone, email, mail, and other approved communication channels.
Manage inbound and outbound customer communications, clarify customer needs, research account or order issues, and provide accurate resolutions.
Address customer concerns and complaints promptly, escalating complex or unresolved matters to the appropriate supervisor.
Perform accurate data entry, mail processing, database updates, and routine administrative support.
Maintain complete and accurate customer, account, order, and service records.
Prepare and support recurring reports related to customer activity, orders, inquiries, and service performance.
Develop and maintain a thorough working knowledge of applicable products, services, policies, procedures, and customer-support requirements.
Import order files and complete authorized website or system updates as directed.
Coordinate with warehouse, fulfillment, inventory, and administrative personnel to research issues and support timely order completion.
Protect customer and organizational information and follow all applicable security, privacy, and information-handling procedures.
Perform other related customer service and operational support duties as assigned.