Bilingual Customer Service Representative (Spanish/English)

Kappler, Inc.•Guntersville, AL

2d•Onsite

About The Position

Deliver Real Service as a Bilingual Customer Service Representative at Kappler! Kappler is seeking an in-person bilingual (English/Spanish) Customer Service Representative to deliver exceptional support to our customers, distributors, and Sales Team. We don’t believe in automated systems or endless prompts – we believe in real people delivering real service. In this role, you’ll be on the front lines of the customer experience - handling calls and emails, solving problems, and supporting sales efforts that help drive our business forward. You’ll serve as a key Spanish-language resource while building strong relationships and ensuring every interaction is handled with professionalism, accuracy, and care. What You’ll Do: Provide high-quality customer support via phone and email in both English and Spanish Process quotes and orders accurately while managing customer needs and expectations Resolve customer inquiries and issues with a solutions-focused mindset Support Sales Team members with follow-ups and inside sales activities Collaborate across departments to ensure timely and effective order fulfillment If you thrive in a fast-paced environment, enjoy helping people, and aren’t afraid to roll up your sleeves, this role is for you. Bring your energy, attention to detail, and commitment to great service – and be part of one of the best Customer Service teams around. About Kappler: For nearly 50 years Kappler has defined the protective clothing industry with patented fabrics, innovative seaming technology and unique garment designs. All our critical protection chemical and biohazard suits are produced at our corporate headquarters in Guntersville, Alabama, providing American-made quality for added assurance. A certified Woman Owned Small Business and registered to ISO 9001 since 1996, we document every detail when it comes to ensuring product quality. End-user safety is priority one, and our integrated manufacturing process is geared to making sure every garment meets demanding specifications. Whether it’s designing the most user-friendly suit possible or pressure-testing every gas-tight suit before it leaves the factory, Kappler quality comes through every time. From Berry-compliant products for DoD markets to NFPA-certified apparel for the most challenging hazmat calls, you know what you’re getting into with Kappler. Summary / Objective: Provide customer support while serving as a Spanish-language resource for customers, distributors, Sales Team members, and Kappler internally.

Requirements

Fluent in Spanish and English with ability to read, write and speak
Excellent interpersonal and communication skills
Professional phone presence
Computer literacy
Ability to assist customers with a positive and friendly attitude
Ability to resolve situations in the best interest of both customer and company
Ability to multitask and work in teams
Problem analysis and problem-solving
Attention to detail and accuracy
Stress tolerance
Cheerful and hospitable attitude
Initiative
Associates Degree in related field preferred
2 or more years of experience in customer service
Proficient knowledge of Microsoft Office including Word and Excel
Must be able to stand, sit, and walk for prolonged periods of time; talk, hear, and use hands and fingers to operate computer and telephone keyboards.
Noise levels are usually moderate.
Ability to see and adjust; close vision and distance vision.
Must be able to lift up to 50 pounds at a time.

Responsibilities

Order Processing & Customer Support Prepare and process detailed, multi-line customer quotes involving product specifications, pricing structures, and order requirements, ensuring accuracy, competitiveness, and timely delivery to support sales conversion.
Process orders in the X3 Enterprise Resource Planning system, received via mail, email, EDI, phone, or fax. Enter and acknowledge all orders with accuracy. Process fulfillment orders as required.
Notify Distribution and follow up on order fulfillment, including delivery date requirements. File order documentation and maintain accurate records.
Compute pricing, discounts, and shipping charges.
Field customer complaints and initiate RGAs as required; address and resolve customer complaints professionally by investigating issues, coordinating with internal teams, and ensuring timely, effective solutions that maintain customer satisfaction and strengthen long-term relationships.
Provide customers with product information regarding features, pricing, and availability.
Lead SPS and Commissions action items as needed.
Sales Support & Cross-Functional Communication Provide support to assigned Sales Team members, while supporting any Sales Team member as needed when others are unavailable.
Proactively support revenue-generating activities, including customer follow-up via phone/email as directed.
Collaborate with internal departments to meet customer needs and contribute to business retention and growth.
Support CRM usage and data accuracy.
Bilingual Responsibilities (Spanish Support & International Accounts) Provide written and verbal Spanish-English and English-Spanish translation for customers, distributors, and Sales Team members.
Support international accounts by facilitating communication, documentation, and customer service needs.
Assist with contract account support as assigned.
Other Work onsite, in person to develop cross-departmental relationships and collaboration, maintain high levels of service and productivity and be readily available to promptly address dynamic business needs as they arise.
Perform other related duties as assigned.