Customer Service Representative (Bilingual)

Let’s Make a Move Together! Join Our Team!

Nothing is more critical to human progress than movement. Today, Dayco is part of a global moving economy- a dynamic flow of people, products, systems and relationships. We are steadfast in pushing boundaries of endurance for the vehicles of tomorrow. We accomplish this with a dedicated global team that respects one another, shows humility through continuous learning and acts like owners in everything we do.

Customer Service Job Responsibilities

• Process new and open customer orders/backorders for shipment, and internal orders, Point-of-Sale/drop-ship orders to vendors.
• Determine shipment dates by customer requirements, order size, warehouse efficiency, etc.
• Respond to phone/email/fax inquiries from customers/internal teams on a timely basis regarding inventory availability, pricing, order status, sales terms, promotions, shipment/delivery dates, etc. with high level of organization and professionalism
• Manage assigned customer accounts per instructions (particularly scheduled shipments) and update as needed on customer service network drive.
• Enter and maintain customer orders via BOE Daily EDI Program, Excel, mail, phone and fax.
• Coordinate shipping priorities and resolve shipping discrepancies with customers, sales, distribution, 3PL, and other departments to ensure orders are shipped to per specifications.
• Run various ERP/CRM queries, including daily reports for sales/inventory teams, customers, quality hold orders to verify/release quantities, zero-shipped Factory-Direct orders
• Provide return authorization and reshipments of products when required.
• Solve challenging customer issues using creative solutions to find root causes and a high degree of tact/judgment to ensure a positive result and ensuring decisions are within company policy/procedure.
• Provide “soft” technical assistance to customers such as interchanging of part numbers or specific applications using talking pictures.
• Refer customers to Product Management for highly technical questions.
• Assist with the management of other accounts and support CSR staff as needed when absences exist within department.
• Direct non-customer service inquiries to appropriate department/person
• Maintain high level of confidentiality on customer account costing and pricing information.
• Submit credit requests and facilitate in expediting releases of orders with advanced credit approval.
• Submit call reports for adjustments to achieve resolution of order issues and assist with credit issuance.
• Manage quality control (QC) and on-hold procedures for order issues (i.e. couplings bagged incorrectly, wrong part in packaging).
• Assist sales personnel with FS&Q’s (Field Service and Quality Return Authorizations) to determine if product is returnable. Facilitate the product return through outside vendor services and internal departments.
• Work effectively with other departments when assistance is needed on new system changes, process implementations, etc.
• Actively participate in weekly or semi-monthly departmental meetings or trainings

Minimum Requirements

• Must be able to speak fluent Spanish
• Associate degree in Business or related field preferred
• One or more years in Customer Service capacity, preferably in Warehousing/Manufacturing environment
• Proficient with data entry, intermediate-advanced computer skills

Basic Qualifications

• Must be able to multi-task
• Good oral and written communication skills
• Ability to work independently
• Exercise good decision making

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Experience:

• Customer service: 1 year (Required)

Language:

• Spanish (Required)

Work Location: One location