Bilingual Customer Service Representative

The Customer Service/ISR for access control and gate products is responsible for providing customer interface and offers various services, solutions, support, and information to build trust, confidence, and long-term business.

The Customer Service/ISR Representative is the primary internal customer point of contact for service, product information, and customer complaints.

• Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with clients with their assigned sales representatives and keeps sales reps abreast of any issues, opportunities, and developments.
• Tracks and manages larger, multi-service-center orders with multiple SKUs and delivery points over several dates—advocates for the customer to internal operations leaders.
• Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.
• Prepare quotes, promote solutions and services, process orders, arrange invoices, invoicing, and process product returns. Acts as an internal sales representative to smaller customers.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, and actions.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Contact customers to respond to inquiries or notify them of claim investigation results or any planned adjustments.
• Interacts with prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline.
• Suggest new or additional services or products to customers based on their needs; identify and close other purchases of products and services by customers' communities.
• Prospects qualify and generate sales within the company’s established trading partners. Develop requests for bids and develops relationships such that Pro Access Systems is informed about upcoming RFBs timely.
• Remains knowledgeable and up-to-date on changes and developments in the company’s B2B infrastructures
• UPS Shipping
• Material receiving

• Order processing experience

• 1–3 years of QC or manufacturing experience (fencing or metal fabrication preferred).
• Ability to read blueprints, specifications, and inspection criteria.
• Proficient in data collection, basic statistics, and problem-solving tools.
• Strong communication and organizational skills
• Bilingual required: English/Spanish
• QuickBooks Knowledge helpful