Customer Support Representative Bilingual in Spanish

Ingram Micro•Miami, FL

5d•$49,500 - $79,200

About The Position

The Customer Support Specialist serves as the first point of contact for customers, handling inbound inquiries and providing accurate information regarding company products and services. This role ensures a seamless customer experience by resolving general inquiries, routing requests to appropriate teams, and following up on order-related issues. The Specialist manages a range of customer service activities including order tracking, returns, claims, and discrepancy investigations. Acting as a key resource within the team, this role also supports process improvement, documentation, and knowledge sharing while maintaining a high standard of service excellence.

Requirements

Recognized skilled specialist with strong expertise in customer support or service operations
Ability to independently handle complex, non-routine issues requiring analytical thinking, judgment, and initiative
Proven experience managing claims, returns, discrepancies, and investigation processes
Strong problem-solving skills with the ability to recommend and implement process improvements
Excellent communication skills with the ability to explain and interpret information clearly
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
Proficiency with CRM systems, internal databases, and standard business tools
Ability to act as a mentor, lead, or knowledge resource for team members
Ability to work independently with minimal supervision and determine methods for new assignments
Bilingual proficiency in English and Spanish preferred
Two-year college diploma or equivalent experience with a minimum of 5 years of functional experience OR High school diploma (or equivalent) with a minimum of 8 years of functional experience, including at least 4 years of position-specific experience

Responsibilities

Handle inbound customer calls and respond to inquiries related to products, services, orders, and policies
Route calls and requests to appropriate departments including sales, billing, and technical support
Follow up on customer inquiries related to order status, shipment tracking, returns, and discrepancies
Manage claims, returns, and discrepancies including investigation and resolution of credit memos and related issues
Utilize internal systems and databases to research and provide accurate information to customers
Perform data entry and maintain accurate records of customer interactions and transactions
Document customer concerns and identify trends; escalate recurring issues to appropriate departments
Support the creation and maintenance of internal and external non-technical documentation
Determine customer eligibility for technical support and facilitate appropriate escalations
Act as a subject matter expert within the team, providing guidance and knowledge sharing
Recommend process improvements and enhancements to increase operational efficiency and service quality
May oversee daily operational activities and provide direction, training, and support to junior staff