Senior Representative, Customer Order Management – Bilingual Spanish

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Deliver exceptional customer service while enhancing operational execution to meet and surpass service standards.

• Oversee customer account activities, which include order fulfillment, handling backorders/substitutes, processing product change requests, and addressing new/lost business inquiries as well as customer issues.

• Facilitate outsourced invoicing, reimbursements, and associated services, serving as a liaison for problem-solving, research, and dispute resolution.

• Gather and assess customer feedback, complaints, recalls, and product returns in collaboration with Quality and Regulatory teams.

• Recognize customer trends and challenges/opportunities, developing alternative solutions to bolster business and operational efficiency.

• Assist in process improvement initiatives related to inventory levels, suppliers, operational performance, cost management, profitability, and customer service.

• Cultivate relationships with stakeholders in Supply Chain, Finance, Operations, Marketing, and Commercial sectors.

• Engage with customers regarding their needs, inquiries, concerns, and equipment troubleshooting.

• Manage cases related to reporting, backorders, complaints, and pricing; handle product complaint and incident reports.

• Analyze account histories and coordinate internal resources to fulfill customer requirements.

• Investigate and report any anomalies and discrepancies found in point-of-sale systems, website ordering, and customer complaints.

• Guide customers to appropriate in-house resources and assist in resolving post-sales issues.

⛳️ Requirements

• Preferred 3–6 years of relevant experience.

• High School Diploma, GED, or technical certification in a related field, or equivalent experience is preferred.

• Bilingual capability in Spanish.

• Comprehensive knowledge in a technical or specialty area.

• Advanced problem-solving skills to independently resolve complex issues.

• Capability to work autonomously within established procedures.

• Ability to offer general guidance or technical support to less experienced team members.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Coverage for short- and long-term disabilities.

• Resources for work-life balance.

• Paid parental leave.

• Programs promoting a healthy lifestyle.