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Bilingual CSR Supervisor - Global HQ, Eureka MO, USA

Position Description

Main role of this position is to improve the technical communication with the LATAM customer service group >> resulting in measurable customer satisfaction >> less price sensitivity / customer retention, growth.  Required to communicate verbal and written in both English and Spanish with customers.

Duties & Responsibilities

Coordinator Role:

  • Coordinate the CSR team to provide the best customer service in the industry by:
  • Act as mentor and coach to assigned group of CSR’s
  • Provide or coordinate CSR training
  • Manage workload and improve the customer experience to gain customer loyalty
  • Handle attendance, absences and schedules of CSRs
  • Enter all orders and return quote requests in a timely manner
  • Check work product to keep errors low
  • Enter dieline requests, tech support and drawing requests
  • Notify customers of missed ship dates
  • Submit accounting approvals
  • Enter Customer Complaints
  • Monitor expedited shipment dates to ensure that customer requirements are met
  • Contact customers following sales to ensure customer satisfaction
  • Cultivate an open communication environment

Technical Support Role:

  • Recommend best product based on customers’ business application and technical requirements.
  • Expedite the processing of complaints and technical responses to customers
  • Act as first level technical resource, help CSRs collect and cascade customer requirements.

Work with Sales Manager in:

  • Meet assigned revenue objectives ( Quota)
  • Communicate revenue achievement against quota to the CSR team
  • Review and follow-up on quotes in conjunction with the Account Managers
  • Provide all necessary competitive information regarding price targets and production location
  • Interact with other sales and CSR teams in the Region to act in a coordinated way and provide support as needed
  • Educate customers about terminology in order to improve order entry process and customer satisfaction
  • Identify trends in customer satisfaction or dissatisfaction and communicate with Account Managers and Management as needed
  • Set-up and maintain customer files in CRM

Knowledge /Skills /Abilites

  • Bi-Lingual language skills, Spanish and English are required, Portuguese is a plus
  • Demonstrated knowledge product design for manufacturability. Experience in  flexographic printing techniques preferred
  • Knowledge of Die Cutting applications very helpful
  • Good mechanical aptitude with ability to read mechanical prints
  • Proficiency in basic algebra and geometry
  • Good verbal and written communication skills
  • Proficiency in Microsoft Office products
  • Persistence – Ability to handle rejection and maintain motivation
  • Excellent organization and follow through skills
  • Supervisory experience a plus
  • Coaching and mentoring skills

Education / Experience

  • Bachelor’s degree (B.A.) required from four-year College or university or 5+ years related experience preferably in a customer service, technical support and manufacturing environment

Physical Requirements

  • Ability to sit for extended periods of time
  • Able to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.
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