Bilingual Customer Service Account Coordinator (English/Spanish) - Parts

As a Bilingual Customer Service Account Coordinator (English/Spanish) at our company, your core responsibilities include handling incoming and outgoing calls related to parts orders, providing product technical information, and ensuring that customer inquiries are addressed promptly. You'll need to manage a daily call volume that can exceed 100 while checking open order statuses, quoting pricing, and processing parts orders through various communication channels.

To qualify for the Bilingual Customer Service Account Coordinator (English/Spanish) position, candidates must have at least a high school diploma or GED, with a strong preference for a college degree. Additionally, fluency in both English and Spanish, paired with a minimum of one year of customer service experience, is essential. Strong communication and organizational skills are also necessary, as is the ability to thrive in a fast-paced work environment.

The Bilingual Customer Service Account Coordinator (English/Spanish) position is primarily on-site at our O'Fallon corporate office. However, there is flexibility for working from home one day per week to accommodate your needs while ensuring effective customer support.

In the role of Bilingual Customer Service Account Coordinator (English/Spanish), familiarity with tools like JDE, Parts Inquiry, and Microsoft Office Applications is preferred. These applications will assist you in managing orders, quotes, and customer communications efficiently.

The work hours for the Bilingual Customer Service Account Coordinator (English/Spanish) role are Monday through Friday from 8:30 AM to 5:00 PM. This schedule provides a consistent routine while allowing time for personal commitments after work.

To manage a high volume of customer calls efficiently as a Bilingual Customer Service Account Coordinator, I prioritize effective communication and multitasking. I listen intently to customer inquiries, take notes to address key points, and ensure I provide accurate information quickly. Utilizing templates for common queries also helps streamline the process while maintaining a personal touch.

A difficult customer interaction I faced involved a client who was frustrated with a delayed part order. I remained calm, actively listened to their concerns, and assured them I would investigate the issue immediately. After checking the order status and providing timely updates, I offered a solution that included expedited shipping, which turned the situation around and satisfied the customer.

Bilingualism is crucial for the Customer Service Account Coordinator role as it allows for effective communication with a diverse customer base in both English and Spanish. It helps build rapport, ensures understanding of product issues, and enables us to provide exceptional service to our US and LATAM customers.

To stay organized while handling multiple tasks, I use a combination of digital tools and prioritization strategies. I often leverage task management software to keep track of open orders and customer requests, and I categorize tasks by urgency to ensure nothing falls through the cracks.

In situations where I cannot provide an immediate solution, I maintain transparency by acknowledging the issue and informing the customer I will escalate it. I ensure them that I’ll follow up with any updates as they become available. This builds trust and assures them that their concerns are valued.

I believe my fluency in both English and Spanish, along with my background in customer service, makes me an excellent fit for the Bilingual Customer Service Account Coordinator position. I have honed my communication skills and can connect with customers while providing the necessary support efficiently and empathically.

I stay updated on product knowledge by regularly reviewing company resources, engaging with training sessions, and collaborating with colleagues across different departments. This continuous learning approach ensures I have the latest information at my fingertips to assist customers effectively.

To ensure customer satisfaction, I focus on active listening, patience, and empathy. By acknowledging customers' feelings and concerns, I can tailor my responses to their needs, ensuring they feel valued and understood, which ultimately enhances their overall experience.

In my previous role, I identified that our order processing times could be streamlined by implementing a tracking sheet for calls and orders. By consolidating this information in one accessible location, our team improved response times and clarity, leading to enhanced efficiency and better customer feedback.

My preferred method of communication with international customers is to use clear, simple language paired with the customer's preferred language. I also emphasize consistency in communication channels, such as phone or email, to foster reliability, ensuring customers can easily reach me and receive timely updates.