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Bilingual Chinese/English Customer Service Representative

Location: Londonderry
Posted on: May 16, 2022

Job Description:

The bilingual Chinese/English-speaking Customer Service Representative will support the Sales Department, including processing order entry and returns and performing account maintenance. In addition, the position is responsible for taking all inbound phone calls and fielding them appropriately.

1. Answers and fields inbound phone calls and follows up with each call until a Sales Representative receives it.
2. When the Sales Representative is out on vacation or busy, will take orders from existing customers including:
(a) keying orders into order entry from sales notes or by phone from the customer;
(b) provide pricing to customers from Sales prepared sheets;
(c) assist Sales Representatives in making new sheets;
(d) take over the handling of will call only customers from Sales Representatives upon request.
3. Tracks delivery shortages to assigned accounts on a spreadsheet, including communicating with a Sales Representative to ensure the Representative contact customer before delivery.
4. Note: CRs do not quote new customers. Sales will provide CRs with quotes as needed. New items must go through Sales.
5. Performs account maintenance by processing account information such as address changes and statement requests.
6. Processes returns from previous deliveries by referring them to the respective Sales Representative and following other department policies and procedures.
7. Handles customer complaints appropriately, including carefully listening to customer complaints with respect and professionalism and knowing when to forward customer complaints to the Sales Department.
8. Reports to work punctually and regularly as scheduled.
9. Builds and maintains positive relations with coworkers.
10. Makes customers and their needs a primary focus of one's actions, including developing and sustaining upbeat customer relationships.
11. Possesses, acquires, and maintains the technical or professional expertise required to do the job effectively and create effective customer solutions.


Must be bilingual Chinese/English.
Excellent customer service skills, including proper phone etiquette, ability to identify customer needs, demonstrated passion for excellence concerning treating and caring for customers, practical listening skills, and ability to handle complex customer complaints.
Positive attitude.
Strong keyboard skills.
Familiarity with Windows-based computers, including knowledge of Open Office and building and maintaining spreadsheets.
Excellent communications skills.
Ability to independently manage multiple work tasks in a fast-paced environment. When working on a project, any inbound phone call must be prioritized.
Team player, proactive, detail-oriented, and focused on results.
Must be able to read and write in English. Bi-lingual in Spanish is a plus.
Willingness and ability to work flexibly and occasional overtime when needed.
Ability to read and write in English. Bi-lingual, especially in Spanish, is a plus.
Ability to maintain a professional, positive, and friendly attitude in a busy environment.
Ability to proactively assist the Sales Department and customer service.
Strong work ethic and team player mentality.
Strong organization skills.
Ability to maintain confidentiality.
Excellent written and verbal communication skills.
Must be flexible and able to work Sun-Thurs or Mon-Fri, depending on the needs of the sales department.


Keywords: PRIME SOURCE FOODS, New England , Bilingual Chinese/English Customer Service Representative, Hospitality & Tourism , Londonderry, Northeast

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