Bilingual Customer Service Representative (English/Spanish)

Professional Packaging Systems (Pro Pac) is looking for individuals who have a strong professional ethic, are passionate about innovating for positive change, and are collaborative team players. We have been in business for over 50 years. Our success is due to a culture created by our founder that embodies these principles: Our employees are our most important asset, we stand by our word, and our customer's needs are our number one priority.

If you are looking for a career where you make a difference with over 1,000 team players, please read on.

Bilingual Customer Service Representative (English/Spanish)

Job Summary

The Bilingual Customer Service Representative is responsible for processing and managing customer orders from entry through delivery and payment. This role serves as a key liaison between customers, sales representatives, and internal departments such as Shipping, Accounting, and Management. The Specialist ensures all transactions are accurate, timely, and handled with a high level of professionalism.

Pay: Compensation based on experience

Hours: 8 am - 5 pm

Key Responsibilities

Order Management

• Accurately enter customer purchase orders into internal systems as soon as possible.
• Generate and distribute order acknowledgments to customers and sales representative.
• Upload order confirmations and maintain updated records to our CRM
• Review all purchase orders for discrepancies (payment terms, freight, etc.) and resolve issues before processing.
• Coordinate order shipments when necessary.
• Set up new items and maintain item records in internal systems.
• Reconcile sales orders and ensure completeness and accuracy.

• Respond to customer and vendor inquiries as soon as possible, acknowledging receipt within 1-2 hours.
• Issue quotes and assist with pricing and product availability.
• Partner with sales representatives to ensure timely responses to customer requests.
• Maintain ongoing communication with customers regarding order status and delivery updates.
• Assist with credit and payment issues in collaboration with Sales and Accounting.

• Prepare purchase orders for direct and indirect purchases.
• Maintain accurate customer data in CRM systems.
• Generate regular reports (daily, weekly, monthly) as assigned.
• Support monthly system inventory reconciliation and annual physical inventory counts.
• Help train new team members and assist with onboarding when needed.
• Participate in special projects and perform other duties as required.

• College diploma in Business Administration or related field, or equivalent professional experience.

• Minimum 2 years in a customer service or sales support role.
• Experience using business systems and CRM tools.
• Packaging industry experience is a plus.

• Fluent in English and Spanish (written and verbal) required.

• Excellent customer service and communication skills.
• High attention to detail and accuracy.
• Strong organizational and multitasking abilities.
• Ability to work independently and in a team environment.
• Basic knowledge of accounting and inventory practices.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Comfortable using CRM and business support systems.
• Analytical thinker with a proactive problem-solving mindset.

• Environment: Office-based in a climate-controlled setting.
• Physical Demands: Frequent computer and phone use; occasional lifting may be required during warehouse stock checks.
• Pace: Fast-paced with frequent interruptions and time-sensitive tasks.

• Maintain a high level of professionalism and courtesy in all communications.
• Foster a positive, respectful, and collaborative work environment.