Customer Service Representative

Reporting to the Team Lead of Customer Services, this position is the first point of contact for customers who have orders to place, questions or concerns regarding a product or service. Maintaining solid customer relationships by handling all inquiries and concerns with speed and professionalism is essential. Use of an in-house software program may be required to research or troubleshoot in order to satisfy customer needs.

Key requirements for this position include excellent communication skills in both English and Spanish. Proficiency in Portuguese would be an asset.

YOUR KEY RESPONSIBILITIES:

• Handles initial customer contact for general inquiries such as pricing, products, deliveries etc.
• Acts as liaison between customers and European mills.
• Builds and maintains business relationship with clients.
• Provides prompt and accurate service.
• Has the ability to troubleshoot and provide excellence in customer service.
• Order entry within an in-house database.
• Inventory management – stock replenishment.
• Shipping documentation/follow up and steering of domestic Logistics.
• Collection of accounts receivables.
• Performs special projects that enhance business operation and processes.

QUALIFICIATIONS:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Verbal Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

ADDITIONAL REQUIREMENTS:

• Bachelor's degree from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Ability to communicate in both English, Spanish and/or Portuguese. Ability to write reports and business correspondence.
• Ability to effectively present information and respond to questions from groups of managers and customers.
• Knowledge of an inventory software, order processing systems and word processing software.

WHAT WE OFFER:

• Flexible Work Options: Enjoy genuine work-from-home opportunities that support work-life balance and productivity. The location of the position is flexible as well!
• Impactful Sustainability: Be part of meaningful projects that champion sustainability, shaping a greener future.
• Career Advancement: Grow professionally within a global company that values your development and encourages growth.
• Innovative Environment: Thrive in a dynamic workplace that fosters creativity, initiative, and innovation.
• Global Influence: Join a forefront leader in renewable solutions across packaging, biomaterials, wooden constructions, and paper industries.
• Volunteer Opportunities: Take time off to engage in volunteer initiatives that contribute positively to communities and causes.
• Flexible Work Options: Enjoy genuine work-from-home opportunities that support work-life balance and productivity.