Bilingual Customer Care Specialist in Concord, North Carolina at Safewaze

SAFEWAZE –CUSTOMER CARE SPECIALIST (BILINGUAL)

We are seeking a Bilingual Customer Care Specialist who plays a key role in delivering a seamless customer experience from order entry through fulfillment and post-sale support. The Customer Care Specialist serves as a critical member of our customer service team, combining direct customer interaction. Accurate order management, returns processing, and cross functional coordination within a fast-paced fall protection manufacturing and distribution environment. This role is ideal for a detail-oriented, customer-focused professional who thrives on solving problems, communicating clearly, and ensuring every order is handled with precision and urgency

THE COMPANY YOU WILL BE JOINING:

· Branded manufacturer and marketer of fall protection equipment.

· #1 player in its market with exceptionally high growth potential.

· Mission-driven: We are committed to providing the highest quality fall protection equipment serving the construction, industrial, solar, wind, tower, energy and general safety markets.

· Safewaze is a division of Canopy Brands, the best home for the world’s mightiest small companies. Together, our family of brands generates more than $200 million in revenue and solves critical industry challenges across construction, industrial, municipal, utility, marine, and residential markets, supporting the essential systems and environments people depend on every day.

WHAT WE OFFER YOU:

· Competitive Salary with comprehensive benefits. This includes healthcare, 401k matching, vacation, company paid holidays, and annual?bonus plan based on company performance.

· Meaningful autonomy and empowerment in a positive environment that supports development and recognizes achievement.

WHAT THE ROLE DOES:

· Serve as a primary point of contact for customers via phone and email, responding to inquiries related to products, orders, shipments, and returns in both English and Spanish.

· Guide customers in identifying correct part numbers by asking targeted questions and navigating the company website and internal resources to support customer needs.

· Accurately enter and process sales orders, quotes, and RGAs while reviewing customer purchase orders for completeness, including PO numbers, part numbers, quantities, pricing and shipping details.

· Maintain and update customer records, including new ship-to locations and securely input credit card payment details for order processing and compliance with company policy.

· Identify correct shipping locations across multiple 3PL warehouses and track shipments, providing proactive updates on delivery dates, times, and potential delays.

· Locate and interpret tracking numbers, Bills of Lading (BOLs), and Proofs of Delivery (PODs) while managing multiple shipments simultaneously with high attention to detail.

· Generate and communicate UPS and FedEx shipping quotes, identify orders that do not meet prepaid freight terms, and request customer carrier account numbers when applicable.

· Collect and maintain customer customs broker information when required for international shipments.

· Utilize ERP system (Microsoft Dynamics 365 Business Central) to process orders, maintain customer and item records, and review invoices, shipments and back orders.

· Develop a working knowledge of fall protection products, item descriptions, product abbreviations, and configurations to better serve customers and recommend appropriate solutions.

· Understand territory assignments and sales coverage to route inquiries to the appropriate internal departments or sales representatives when needed.

· Work closely with sales (TMI/IMR), operations, logistics, and accounting teams to ensure all order and return documentation is complete, accurate, and actionable.

· Maintain strong cross-functional communication to support timely and accurate order fulfillment, while documenting all required order details for the shipping team within the sales order.

THE BACKGROUND THAT FITS:

· High school diploma or general education degree (GED)?required.

· Must have 2+ years of customer service, order entry, or inside sales support experience.

· Bilingual fluency in Spanish and English (verbal and written) required.

· Strong data entry skills with a high level of accuracy and attention to detail.

· Excellent verbal and written communication skills paired with strong organizational abilities.

· Ability to manage multiple priorities and deadlines in a fast-paced environment.

· Proficiency in Microsoft Office (Word, Excel, Outlook, and Teams) and ERP systems.

· Preferred experience with Microsoft Dynamics 365 Business Central.

· Preferred background in manufacturing, distribution, or industrial products.

· Preferred knowledge of shipping and logistics processes, including carrier procedures for UPS, FedEx, and LTL freight.

· Strong problem-solving skills with a customer-focused, solutions-oriented mindset.

· Ability to navigate systems, processes, and resources efficiently with minimal supervision.

Demonstrates Safewaze core values: Respect, Precision, Urgency, Mastery, Positivity.