Customer Service Representative

JOB DESCRIPTION

The Customer Service Representative will be responsible for providing excellent Customer Service for our client's customers. The Customer Service team supports internal and external customers by providing helpful information, addressing needs, and accelerated solutions, all while delivering exceptional Customer Service at every interaction. The ideal candidate for this role should be proficient in English and Spanish, possess excellent communication skills, and have a background in international sales experience. Reporting to the Customer Service Manager, the Customer Service Representative position will follow all communication procedures, guidelines, and policies. This commitment is vital for ensuring consistency and fostering sustainable customer relationships.

• Engage in daily Latin America customer interactions through the company website, email, and phone call channels.
• Assist Latin American Sales Representatives with orders, inquiries, and claims.
• Provide support for international accounts, including sizing shipments and creating interim loads to recommend appropriate transportation solutions.
• Analyze customer needs, identify the root cause of issues, and facilitate prompt resolution.
• Deliver superior Customer Service and communication to internal and external customers.
• Demonstrate proficiency in spoken, written, and reading skills in Spanish in a professional manner.
• Collaborate with the Customer Service manager to ensure proper Customer Service is being delivered.
• Identify opportunities for updating or enhancing Customer Service procedures and making recommendations to the Customer Service Manager / Director of Customer Experience or other relevant staff.
• Maintain customer accounts and keep accurate and detailed records of interactions, including inquiries, complaints, or comments.
• Cultivate lasting customer relationships and proactively go above and beyond to foster engagement.
• Adhere to company communication procedures, guidelines, and policies.
• Effectively communicate customer feedback about products to the relevant internal teams.
• Actively listen to customers demonstrating compassion and empathy, especially in challenging situations.

QUALIFICATIONS

• 5+ years of customer facing service role required.
• High school diploma or equivalent.
• Ability to communicate fluently and professionally in Spanish and English both verbally and in writing.
• A strong knowledge of transportation processes for domestic and international shipping.
• Ability to multitask, prioritize and manage time effectively.
• Excellent problem solving, leadership and Customer Service skills.
• A customer-oriented and problem-solver mindset.
• Experience with AS400 preferred.
• Advanced proficiency in Microsoft Office Suite (Outlook, Word, and Excel).
• Aptitude for learning new software and systems.
• Professional communication and interpersonal skills.
• Ability to multi-task, work independently and/or within a team, pay attention to detail and meet deadlines.
• Committed to excellence and high-quality work performance.
• Ability to prioritize, maintain confidentiality, and operate with patience and integrity in a rapidly changing environment.

Additional Benefits:

• A flexible health plan offering medical, dental, and vision benefits
• Health Care and Dependent Care Flexible Spending Accounts
• Heath Savings Account
• 401(K) Saving Plan
• Profit Sharing Benefits
• Generous Employee Discount

Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles, and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, paid holidays, and referral bonuses.