Bilingual Customer Service and Order Support Specialist

The Bilingual Customer Support Specialist supports English- and Spanish-speaking customers in a high-volume distribution and order-fulfillment environment. This position serves as a primary customer contact by answering telephone calls and emails, researching order and account questions, resolving complaints, processing mailed requests, entering and updating customer data, and maintaining accurate records in customer and order-management systems. The specialist also imports order files, prepares routine reports, completes authorized website and database updates, and coordinates with warehouse and fulfillment personnel to help ensure customer orders and service requests are handled accurately and on time.

Key Responsibilities:

• Provide professional customer support in English and Spanish through telephone, email, mail, and other approved communication channels.
• Manage inbound and outbound customer communications, clarify customer needs, research account or order issues, and provide accurate resolutions.
• Address customer concerns and complaints promptly, escalating complex or unresolved matters to the appropriate supervisor.
• Perform accurate data entry, mail processing, database updates, and routine administrative support.
• Maintain complete and accurate customer, account, order, and service records.
• Prepare and support recurring reports related to customer activity, orders, inquiries, and service performance.
• Develop and maintain a thorough working knowledge of applicable products, services, policies, procedures, and customer-support requirements.
• Import order files and complete authorized website or system updates as directed.
• Coordinate with warehouse, fulfillment, inventory, and administrative personnel to research issues and support timely order completion.
• Protect customer and organizational information and follow all applicable security, privacy, and information-handling procedures.
• Perform other related customer service and operational support duties as assigned.