Bilingual Customer Support Specialist in Wilmington, North Carolina at IKA-WORKS INC

IKA is where people turn visions into reality. When IKA’s corporate history began in 1910, China had not yet become a People’s Republic, and the term “globalization” had not yet been coined. Today, the IKA Group employs more than 900 people at multiple locations around the world and proudly serves customers such as BASF, Bayer, and Procter & Gamble. IKA is a global market leader in many of its product groups and a recognized example of innovation, development, and growth. As our slogan states: “IKA – Designed to work perfectly.”

IKA is seeking an on-site Bilingual Customer Support Specialist to join our team. This role is responsible for delivering exceptional customer support in both English and Spanish, including preparing quotes, entering orders, managing incoming calls and live chat, responding to customer emails, and providing pricing and delivery information for the Laboratory, Analytical, and Bioprocessing divisions. The ideal candidate will provide timely, professional service while helping strengthen relationships with our diverse customer base and supporting continuous improvement across all aspects of customer service.

• Provide exceptional customer support in both English and Spanish via phone, email, and live chat.
• Process customer quotations, orders, and order confirmations accurately within a 24-hour turnaround.
• Ensure all quote and order instructions are completed accurately and efficiently.
• Set up new customer accounts in the ERP system.
• Respond professionally to customer inquiries regarding products, pricing, availability, order status, and delivery schedules.
• Communicate accurate delivery information to customers and Account Managers.
• Route qualified sales opportunities to the appropriate Account Manager.
• Generate and manage return authorizations.
• Review and maintain weekly back-order reports, communicate shipping updates, and notify customers of any schedule changes.
• Maintain open communication with internal departments to ensure excellent customer service.
• Utilize company resources, product literature, website information, and internal expertise to assist customers.
• Develop and maintain knowledge of IKA products, equipment, and accessories.
• Support continuous improvement initiatives to enhance customer satisfaction, efficiency, and service quality.

• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Fluent in both English and Spanish (spoken and written) is required.
• Previous experience in customer service, inside sales, order entry, or quote generation preferred.
• Excellent verbal and written communication skills with the ability to build positive customer relationships.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to respond professionally to customer inquiries and resolve issues effectively.
• Strong analytical, problem-solving, and critical-thinking skills.
• Proficiency with Microsoft Office (Outlook, Word, and Excel).
• Experience with SAP or another ERP/manufacturing software is a plus.
• Ability to work collaboratively with cross-functional teams while maintaining a high level of customer satisfaction.