THE OPPORTUNITY

• Are you ready to bring your Spanish and English communication skills to a dynamic Global Customer Service team and play a crucial role in providing top-notch support to customers worldwide?
• Do you thrive in a fast-paced environment and have a passion for building and maintaining strong customer relationships?
• Do you have a track record of exceeding goals and ensuring on-time delivery in a customer-centric role?
• Would you like to work a hybrid (3/2) schedule?

ABOUT THE COMPANY

CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfill their founders’ mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a “client-first” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products and provide an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Their team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.

WHAT YOU’LL BE DOING

CSafe is seeking a Bilingual Customer Support Specialist at their World Headquarters in Monroe, Ohio to join their world class global customer service team! Standard working schedule is Monday through Friday from 8a-5p EST. You will be responsible for supporting the commercial team with product quotes and manufacture lead times, coordinating and processing all incoming orders, and supporting with all external logistical requirements. You will be reporting directly to the Regional Service Delivery Manager and have the following primary responsibilities:

• Answer calls and emails on inquiries about CSafe Global products and services.
• Review customer purchase orders (P.O.) against contracts or quotations for accuracy and completeness, accurately enter customer P.O.’s into the ERP system, generate and provide order confirmations, and track orders throughout the organization from open to close.
• Maintain proactive customer contact by providing order status updates, to include shipping dates to insure on time delivery.
• Serve as liaison with manufacturing, engineering, shipping, accounting, and customers on open orders, and assist in expediting orders to meet customer requirements.
• Ensure order revisions are communicated to the organization and updated in the ERP system.
• Primary customer contact for resolving questions regarding open or closed sales orders.
• Coordinate RMA processing for return of products for credit, repair, or replacement.
• Update and maintain customer files in sales and business system.
• Provide timely response to customer on order status.
• Perform all administrative and document control functions associated with providing world class customer service.
• Work with Accounts Receivable to quickly resolve any invoicing discrepancies.
• Onboard and set up of new customer accounts, establish a rapport, maintaining the customer relationship.
• Follow standard work instructions.
• Serve as liaison between customer, sales, maintenance, production, and service centers.
• Acknowledge and resolve customer complaints. Escalate to Director of Customer Service if necessary.
• Work with the Director of Customer Service to ensure world class customer service is being delivered and overall customer satisfaction is achieved.

IDEAL CANDIDATE QUALIFICATIONS AND EXPERIENCE

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 3+ years proven customer service experience in a fast-paced industry required, preferably in a leasing/technical company.
• Fluency in Spanish and English, with excellent written and verbal communications.
• Proficient IT skills for systems management and Office 365 based applications. Experience using any ERP systems or other order entry and management system preferred. Sage X3 experience is a plus.

KEY PERSONAL ATTRIBUTES

• Excellent time management skills – Ability to consistently reprioritize workload as needed while meeting deadlines.
• Strong organizational skills with the ability to balance multiple priorities.
• Ability to maintain a professional demeanor and excellent working relationships with internal and external customers in a fast-paced environment.
• Strong team player.
• Strong interpersonal skills.
• Must possess analytical thinking and reasoning skills.
• Must be thorough and exercise attention to detail.
• Must be able to set and maintain schedules.

THE PAYOFF

This is an outstanding opportunity to work for a very successful, growing organization that is extremely reputable in the industry. This role will allow the right person to learn the organization and grow your career with the organization.

DIVERSITY/INCLUSION STATEMENT

Gilman Partners is committed to strengthening leadership teams and elevating the talent in our communities – and that means all qualified applicants will receive consideration without regard to race, ability, religion, sex, age, sexual orientation, gender identity/expression, or national origin. You don’t have to meet every qualification in this job description to apply. If you’re drawn to the position and believe your experience makes you a good fit, we encourage you to reach out.