Bilingual - Customer Service Representative

Welch Packaging Group•Grand Rapids, MI

11d•Onsite

About The Position

We are seeking a Bilingual, English- Spanish, detail-oriented and customer-focused Customer Service Representative to support our manufacturing operations. This role serves as the key point of contact for customers, managing orders, resolving issues, and ensuring a seamless experience from production to delivery. Ideal candidates will thrive in a fast-paced environment and bring strong communication and problem-solving skills.

Requirements

High School Diploma or equivalent
Experience in a similar high volume customer service role
Experience with Windows operations systems
Strong written and oral communication in both English and Spanish
Organization and attention to detail.
Analytical and problem-solving skills.
Time management.
Systems analysis.
Mathematical and deductive reasoning.
Critical thinking.
Active learning.

Responsibilities

Exceed customer expectations.
Be the Voice of the Customer: VOC
Responsible for Customer Contact
Correspond directly with customers, or through sales professionals, translate their needs into quantifiable expectations following standard procedures.
Provide general information and respond to customer inquiries regarding order status.
Complete request for quote; request for sample; tooling request and new item forms.
Responsible for order entry for customer orders into Amtech.
Produce complete and accurate shop orders and forward to appropriate internal customers.
Print quotes and maintain customer files.
Acknowledge all customer complaints immediately and begin the internal complaint process to include customer requested action.
Enter desired change notices; complete necessary documentation following procedures; notify Customer Service Manager of resolution; return a copy of the change notice initialed and dated.
File the original in customer file.
Forward all new items onto Customer Service Manager for approval.
Support sister companies and their customer service needs.
Keep work area clean.
Other duties as assigned.