Bilingual Customer Service Specialist - Liquid Soap Products Ltd

Role Overview

The Customer Service Representative serves as the primary point of contact for customers, ensuring a seamless order fulfillment process from initial inquiry to product delivery. This role requires a strong customer focus, excellent communication skills, and effective collaboration with internal teams to deliver a superior customer experience. At Liquid Soap Products and Ultra Soap International, this position is vital in maintaining our commitment to operational excellence and customer satisfaction.

• Customer Engagement: Act as the main liaison with customers, handling inquiries related to product information, order status, returns, shipping damage, and customer feedback.
• Order Management: Process and manage customer orders, ensuring accuracy, efficiency, and timely fulfillment while maintaining clear communication with relevant departments.
• Problem Resolution: Collaborate with internal departments to resolve issues related to order fulfillment, product quality, and complex orders.
• Customer Account Management: Update customer accounts with relevant information, track open order status to proactively report changes, and cooperate with business development to share new products and market opportunities.
• Documentation & Reporting: Maintain accurate records of customer interactions, complaints, and service-related issues.

Key Responsibilities

• Engage with customers to address inquiries related to product information, order status, returns, shipping damage, and feedback.
• Process and manage customer orders, maintaining accuracy and ensuring timely fulfillment by coordinating with relevant departments.
• Collaborate with internal teams to troubleshoot and resolve issues related to order fulfillment, product quality, and complex orders.
• Update customer accounts with pertinent information, track open orders, and proactively share updates, including new product offerings and market opportunities.
• Maintain detailed records of all customer interactions and service issues, providing insights for process improvements.

Skillsets and Competencies

• Customer Focus

  Exceptional ability to build positive relationships with customers and internal stakeholders.

  
  

• Technical Proficiency

  Experience with ERP (e.g., Acumatica) and CRM software, demonstrating strong system navigation and data entry skills.

  
  

• Communication Skills

  Excellent verbal and written communication skills to effectively manage customer expectations.

  
  

• Organizational Skills

  Strong attention to detail with the ability to prioritize tasks and manage time effectively.

  
  

• Problem-Solving Mindset

  Ability to identify and resolve issues efficiently, minimizing customer impact.

  
  

REQUIRED QUALIFICATIONS:

• Experience: 3-5 years in a customer service role, including order entry and customer account management, preferably in a variable-paced product manufacturing environment.
• Technical Proficiency: Demonstrated ability to understand and use software systems. Preferred experience with ERP (e.g., Acumatica) and CRM (e.g., Acumatica) software.
• Communication & Collaboration: Strong verbal and written communication skills, with the ability to build positive relationships with internal and external stakeholders. MUST BE BILINGUAL.
• Detail-Oriented & Organized: Exceptional attention to detail, with strong organizational and multitasking abilities.
• Problem-Solving Mindset: Ability to troubleshoot and resolve issues promptly and effectively.
• Work Ethic & Professionalism: Reliable, punctual, and committed to maintaining a neat and professional workspace.

Cultural Fit

The Customer Service Representative must embody the core values of Liquid Soap Products and Ultra Soap International, displaying a commitment to delivering exceptional service and continuous improvement. This role thrives in a collaborative, in-office environment where teamwork drives success.