Customer Service Representative

Company Overview:

Roberlo USA is a renowned leader in delivering innovative solutions within the automotive refinishing and industrial sectors. Our dedication to quality and a global presence have established us as a trusted partner for premium products and services. As we continue to expand, we are seeking a personable and customer-focused Customer Service Representative to join our team. Your exceptional communication skills and commitment to customer satisfaction will contribute to our continued success and reputation.

Position Overview:

As a Customer Service Representative at Roberlo USA, you will be at the forefront of our customer interactions. You will play a critical role in building and maintaining positive relationships with our clients by providing timely and accurate information, resolving inquiries, and offering exceptional service. Your ability to empathize, problem-solve, and communicate effectively will be key in ensuring that our customers have a seamless and positive experience with our company.

Key Responsibilities:

· Serve as the primary point of contact for customers, responding to inquiries, providing product information, and addressing concerns via phone, email, and other communication channels.

· Establish and maintain strong rapport with customers, understanding their needs and providing personalized assistance to enhance their experience.

· Process customer orders, including order entry, order status updates, and tracking shipments to ensure on-time delivery.

· Collaborate with the sales team to provide accurate product availability, pricing, and lead time information to customers.

· Effectively handle and resolve customer complaints, escalating complex issues to appropriate internal teams when necessary.

· Coordinate returns, exchanges, and warranty claims in accordance with company policies and procedures.

· Maintain accurate and organized customer records, order history, and communication logs.

· Collaborate with logistics and distribution teams to ensure timely and accurate delivery of products.

· Stay informed about company products, promotions, and industry trends to effectively address customer inquiries and cross-sell/up-sell products.

· Continuously strive to enhance customer satisfaction and loyalty by identifying opportunities for process improvements and customer service excellence.

· Contribute to team efforts by participating in training, sharing best practices, and supporting fellow team members.

Qualifications:

· High school diploma or equivalent; some college coursework preferred.

· Proven experience (5 years) in customer service or related roles.

· Excellent communication skills, both written and verbal, with the ability to convey information clearly and empathetically.

· Strong interpersonal skills and the ability to establish rapport with diverse customers.

· Proficiency in using SAP software, Microsoft Office Suite, and other relevant software.

· Problem-solving skills and the ability to handle challenging situations with professionalism and tact.

· Detail-oriented mindset with strong organizational skills to manage multiple tasks effectively.

· Positive attitude, patience, and a genuine passion for helping customers.

· Knowledge of automotive or industrial sectors is advantageous.

· Bilingual proficiency in English and Spanish is required. Proficiency in French is a plus.

Join Our Team:

Roberlo USA offers a collaborative and supportive work environment where customer satisfaction is paramount. As a Customer Service Representative, you will have the opportunity to make a meaningful impact on our customer relationships and contribute to our ongoing success. If you are a dedicated individual who thrives in a customer-focused role, we invite you to apply and become an integral part of our team.

Note: This job description is intended to provide a general overview of the position and its responsibilities. It is not an exhaustive list of all tasks and duties. Responsibilities and job requirements are subject to change based on business needs.