Customer Service Analyst - Bilingual
Successful candidate for this position must be fully bilingual (English/Spanish).
The position will serve as the Customer Service representative for contacts related to issues and order management for specific geographic regions' accounts. The Analyst will also assist in-country Customer Service representatives with resolving issues.
The Analyst will be responsible for taking customer phone calls, managing orders from entry through order delivery point. The analyst must work with logistics to ensure that all country-specific export requirements are met. The analyst will act as a liaison between the customer and their Freight Forwarder when needed.
Position requires strong problem solving skills as the regional variability and volatility of customer requirements requires the analyst to manage unique issues and determine timely and effective resolutions. Strong communication skills are needed as there are multiple interactions with direct customers and internal departments.
Responsibilities include but not limited to:
- Management of accounts, including, but not exclusively:
- Receiving and resolving issues received through calls or emails
- Processing orders
- Managing shipping status
- Reviewing and releasing order holds
- Providing direct communications with customers, International Sales Manager and other departments
- Reviewing customer metrics and driving improvements
- Assisting customers and Freight Forwarders with the process to obtain documents
Education and Experience/Skills:
Proficient computer skills, including Microsoft products is required. Incumbent should have the ability to handle multiple tasks and make business decisions with little supervision. The successful candidate will have good analytical and problem solving skills. Must be able to work cross-functionally to drive continuous improvement in service levels for accounts. Candidate should possess strong verbal and written communication skill. This person must exhibit a high degree of professional excellence characterized by sound judgment, initiative and a high standard of ethics. The ideal candidate would be proficient in Spanish.