Customer Service Representative

We are looking for a BILINGUAL SPANISH SPEAKING (must) Customer Service Representative to support customer accounts and coordinate service activities for a Contract position based in Norwalk, Connecticut. This role is ideal for someone who can balance responsive communication, order support, and shipment follow-up while building strong working relationships with customers, sales partners, and internal teams. The position plays an important part in keeping account activity organized, addressing service issues promptly, and helping maintain smooth day-to-day operations in a paper and packaging environment.

Responsibilities:

• Manage customer inquiries and service requests within established response expectations, ensuring timely and accurate follow-through.

• Build strong day-to-day partnerships with customers and sales colleagues, while providing account coverage for other team members when needed.

• Review inventory levels, stock aging, and product movement for assigned accounts, then coordinate with sales to address risks or imbalances proactively.

• Track account-related updates such as customer feedback, product evaluations, shipment delays, payment concerns, and other issues that may affect service or business performance.

• Communicate supply chain changes clearly to customers and internal stakeholders so expectations remain aligned.

• Coordinate with logistics partners to support on-time deliveries, provide status updates on late shipments, and help resolve transportation-related concerns.

• Improve freight utilization by supporting container planning and monitoring shipments moving from overseas mills, warehouses, and departure ports.

• Prepare, organize, and maintain shipping and compliance documentation required for destination countries, policies, and operational procedures.

• Escalate process exceptions to the supervisor and recommend practical next steps to address service or operational issues.

• Contribute to process improvement efforts, team collaboration, and special assignments such as inventory reconciliation reviews and claims support.

• Previous experience in customer service, order entry, or a similar account support role.
• Ability to handle inbound calls and written customer communication in a detail-focused and timely manner.
• Strong organizational skills with the ability to manage multiple accounts, priorities, and follow-up actions.
• Experience coordinating with sales, logistics, or supply chain teams to support order fulfillment and delivery performance.
• Comfortable reviewing inventory, shipment, and account information to identify issues and respond proactively.
• Strong attention to detail when maintaining documentation, records, and compliance-related materials.
• Effective problem-solving skills and the ability to escalate concerns appropriately while supporting process improvements.