Customer Service Representative - Distribution
About The Position
As a Customer Service Representative (CSR), you will support business customer accounts by handling high volumes of customer walk-ins, inbound calls, emails, EDI, fax, and order inquiries. You will process customer orders accurately and work with customers and internal teams to resolve order, product, pricing, billing, shipping, and delivery issues. The role serves as a liaison among customers, sales, warehouse operations, and billing to support a smooth order experience from start to finish. This is an onsite, weekday day-shift position at Bunzl’s San Juan (Palmas Cantaño), Puerto Rico office. The role handles approximately 50–100 or more customer interactions per day and includes order entry, customer assistance, and related administrative tasks. The Spanish-language description also lists maintaining an organized work area, helping address shipping discrepancies, making outbound customer calls, and submitting credit requests when needed.
Requirements
- High school diploma or equivalent required.
- Bilingual communication skills in Spanish and English required.
- At least 1 year of customer service experience is stated in the Spanish-language description; 1+ years of customer service, call center, or account support experience is preferred in the English-language description.
- Ability to work independently and make autonomous decisions to resolve customer inquiries, escalating when appropriate.
- Strong communication skills by phone, email, and in writing.
- Ability to manage high call volumes, multitask, and handle competing priorities in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Ability to work effectively as part of a team and willingness to cross-train and support others.
- Proficiency in Microsoft Office, including Outlook, Teams, Word, Excel, and CoPilot; the Spanish-language description also lists PowerPoint and Windows applications.
- High energy, reliability, and organizational ability.
- Positive and professional attitude.
- Experience with order entry, order processing, or ERP systems is a plus.
- Experience with AS400 or a similar ERP/order management system is preferred.
Nice To Haves
- Experience with order entry, order processing, or ERP systems.
- Experience with AS400 or a similar ERP/order management system.
Responsibilities
- Receive and enter orders from walk-in customers.
- Handle 50–100 or more daily customer interactions through inbound calls, email, EDI, and fax.
- Process and manage high-volume customer orders accurately and efficiently.
- Investigate and resolve order issues, billing discrepancies, pricing questions, and delivery concerns.
- Coordinate with customers, sales, warehouse operations, billing, and other departments to resolve inquiries.
- Expedite orders and help ensure timely fulfillment.
- Build and maintain relationships with customers and internal stakeholders through high-quality service.
- Provide information about pricing and delivery timelines, and help customers select products or alternatives suited to their needs.
- Make outbound calls as needed to inform customers about promotions and new products and seek additional orders.
- Help resolve shipping discrepancies and errors, including obtaining carrier proof of delivery and necessary internal documentation.
- Submit credit requests when needed.
- Maintain knowledge of products, systems, and company processes.
- Perform additional customer service and administrative tasks as needed.
- Perform required cleaning to maintain a clean, safe, and organized work environment.
- Recommend improvements to office procedures when appropriate.
- Carry out duties professionally and with a positive attitude.
Benefits
- Medical, dental, and vision benefits effective the first day of the month after 30 days of employment.
- Paid time off, including vacation, sick, holiday, and personal time.
- 401(k) plan with a company match.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
