Bilingual Customer Service Associate

Charter Industries is a leading manufacturer and distributor of edge banding and related products to the furniture and cabinetry industries. With thousands of O.E.M. and contractor customers in the U.S. and Canada, 230 employees, manufacturing facility in Toronto and multiple distribution centers in U.S., Charter has a reputation for excellent customer service and stocking the right product at all times to serve our customers’ needs.OverviewThe ideal candidate loves talking to people and proactively solving issues. Our Customer Service Associate plays a critical role in ensuring a positive customer experience. We pride ourselves on providing our customers with the highest level of customer service and quality products. This position will be responsible for answering phones, managing orders through order entry, returns, shipping process, along with interaction with our customers both internal and external.You will be working with a team focused on meeting the needs of customers to solve a wide variety of product needs, availabilities, and providing solutions for their challenges.We offer an opportunity to grow in your career and expertise as you work in a collaborative team environment, help streamline our internal processes, grow the business, and learn and develop new skills through a variety of tasks and projects.Primary ResponsibilitiesCommunicate via phone, email, etc. with customersManage large volume of inbound calls, emails, and chats from customersRespond with a sense of urgency and clarity to customer requests with solutionsCoordinate and communicate customer needs to warehouse personnelWork with customers on returns and discrepanciesPlace, process and record detailed information into a work order system with accuracyManage daily workflow and order entryCollaborate and work with an assigned geographical sales team to offer a seamless experience to our customers as well as maximizing sales effortsAssist sales team with product upgrades and communicating key customer informationEncourage and support process improvement initiatives identified by team membersEscalate requests and issues to the appropriate internal teamQualificationsProficiency in MS office skills including Word, Excel, and PowerPointExcellent phone etiquette and excellent verbal, written, and interpersonal skillsExcellent oral and written communicationEffective interpersonal, organizational, planning, and problem-solving skillsAttention to detail and accuracyMulti-task and prioritize in a fast-paced working environmentAbility to work independently/self-directed and as a member of a teamAbility to read and interpret procedure and product information manuals requiredEducation and/or ExperienceSchool Diploma or GED equivalent2-3 years of customer service and/or sales experience, or working with the publicSpeaks Spanish fluentlyBenefits/PerksCompany paid Health insuranceCompany paid Dental insuranceCompany paid Vision insuranceCompany paid STD/LTP401(k) / Roth and company matching up to 5%Life insurancePaid time offPaid leave of absenceGym/Wellness reimbursementsReferral bonusesEmployee assistance program