Bilingual Customer Service Representative (Parts) Job Description: RESPONSIBLE FOR: Serve as a primary point of contact for customer inquiries, requests, and transactions. Assist Customers will parts identification, CONSITE and GOM navigation and the use of other systems. Assist with new dealer onboarding training via teams and other communication. Communicate effectively with freight forwarders to ensure timely delivery and manage documentation including SLI and CI. Handle documentation tasks including SLI and CI to facilitate smooth shipment processes. Ensure compliance with all relevant regulations and guidelines for international shipments. Monitor MD and EO orders daily for the assigned customers. Ensure all MD and EO orders are processed in a timely manner per our policy. Update customers on the status of any MD orders. Report any data, shipping, or warehouse issues that arise that would prevent MD and EO orders from processing. Follow up on any back orders with procurement and update customers frequently. Monitor Stock orders as needed and ensure all orders are allocated to physical or inbound inventory. Review supersessions and IC2s to determine alternative parts for customer orders. Monitor and respond to CRM cases/backlog and phone calls from LATAM Dealers in a timely manner. Participate in weekly/monthly meetings to discuss Dealer concerns, updated forecasting, and critical issues. Support the team with tasks related to parts return and shipment discrepancies. Other duties as assigned Key Skills / Characteristics Bilingual (preferred; English and Spanish) Proficiency in root cause analysis and problem-solving skills Ability to operate well under pressure Sense of Urgency Positive attitude and disposition Customer First focused approach and willingness for direct internal/external communication Strong focus on and attention to detail Effective communication in a multi-cultural environment setting. Team player with a positive attitude who displays willingness to assist in any circumstance. Microsoft Office suite with Excel skills. Excellent Communciation Skills Key KPIs Call logs Discrepancy list CRM case management Customer Communication Team development FORUMS (NETWORK OF INTERACTION) External: Dealer CEO, VP, Service Manager, Parts Manager CPD Internal: All other departments REQUIRED KNOWLEDGE & EXPERIENCE High School diploma 5 years of Customer Service Experience