Customer Service Representative - LAM

Job Title: Customer Service Representative - LAM
Location: Miami Office
Overview:
Join our dynamic team at Coburn Technologies as a Call Center Representative! You'll be the first point of contact for our customers, handling incoming calls, emails, and web chat inquiries with professionalism and enthusiasm. We're looking for someone who is not only customer-focused but also passionate about delivering exceptional service with every interaction. You'll actively listen to customers, empathize with their concerns, and work collaboratively across departments to provide effective solutions. This role reports to the Latin America Sales Manager and involves collaboration with Sales, Finance, Operations, Engineering, and our valued customers.
Key Responsibilities:

• Answer incoming customer calls promptly and courteously, always maintaining a professional demeanor.
• Enter and track customer orders.
• Work with the factory to provide estimated delivery dates to the customers.
• Facilitate deliveries by providing relevant import/export information.
• Deliver an outstanding customer experience by executing the service plan effectively.
• Gather, evaluate, and research relevant information to address customer inquiries appropriately.
• Utilize our ERP system and other resources to provide accurate information, record customer interactions, and document calls.
• Identify and escalate priority issues to the appropriate staff.
• Contribute to Coburn's mission of exceptional customer service and continuous improvement.
• Collaborate with various departments to document and enhance service processes.
• Follow up with customers as needed, including return calls and surveys.
• Complete call logs and reports as required.

Requirements
Qualifications:

• Bilingual in English and Spanish is required.
• Fluent in Portuguese a plus.
• Experience in manufacturing is a plus.
• Experience with Service and Shipping to Latin America.
• High School Diploma or equivalent.
• Strong ability to communicate complex information clearly and professionally to ensure customer understanding and satisfaction. Proficient in navigating multiple applications and researching solutions on computer systems.
• Excellent interpersonal skills, with strong verbal and written communication abilities.
• Effective problem-solving and conflict resolution skills.
• High attention to detail and accuracy.

Work Environment:
This position is based in an office setting, where you'll regularly use phones, computers, and standard office equipment such as photocopiers and filing cabinets.
Physical Demands:
The role may require lifting up to 50 pounds. Employees will frequently talk, hear, sit, and use their hands while performing job duties.
Position Type and Hours:
This is a full-time, hourly, non-exempt position. Work hours are Monday through Friday, 8:30 AM to 5:00 PM, based in our Miami, FL office. Employees are expected to maintain a 40-hour workweek to uphold full-time status.
Additional Information:
Please note that this job description is not exhaustive and may be updated to reflect changes in responsibilities or requirements as necessary.
AAP/EEO Statement
Coburn Technologies, Inc. is proud to be an affirmative action - equal opportunity employer. The diversity of our very talented workforce reflects this commitment. We strive to employ persons of all races and ethnic groups, color, gender, sexual orientation, persons with disabilities and especially Veterans and Veterans with Disabilities who have served and sacrificed for our country. When applying to Coburn, we ask that you please complete the voluntary affirmative action survey that comes at the end of the application process. While employment decisions are based solely on each applicant's credentials as they relate to the requirement of the job, your questionnaire responses help us to better understand our outreach efforts. We thank you in advance for doing this.