Customer Service Representative - Bilingual

Dialight is the world leader in LED industrial lighting technology with millions of LED fixtures installed worldwide. We see a world where heavy industry is transformed to be safer, more productive, and environmentally friendly through illumination. We enable industrial customers operating in demanding environments to reduce their energy costs, maintenance costs, and carbon footprint while maximizing the safety and productivity of their facilities.

Position Overview

The Customer Service Representative will serve as a primary point of contact for customers, helping to ensure smooth experience from initial inquiry through order fulfillment and follow-up.

The successful candidate will be an excellent communicator who is comfortable speaking and writing in both English and Spanish. They should be organized, detail-oriented, responsive, and able to manage multiple customer requests while maintaining a professional and positive attitude. 

Key Responsibilities

• Respond promptly and professionally to customer inquiries by phone, email, and other communication channels.
• Provide customer support in English and Spanish as needed.
• Assist customers with product questions, availability, pricing, specifications, and order information.
• Enter, process, and track customer orders accurately.
• Prepare and provide quotes, order confirmations, invoices, and other customer documentation as needed.
• Coordinate with sales, warehouse, purchasing, shipping, and operations teams to ensure orders are processed accurately and on time.
• Follow up on backorders, shipping issues, product questions, and other customer concerns.
• Resolve customer issues professionally and escalate complex matters when appropriate.
• Maintain accurate customer and order information in the company's CRM, ERP, or order management systems.
• Develop a strong working knowledge of the company's industrial LED lighting products and applications.
• Communicate product information clearly to customers and help identify appropriate solutions based on their needs.
• Proactively follow up with customers to ensure satisfaction and address outstanding issues.
• Maintain organized records and follow established customer service and order-processing procedures.
• Support the sales team with customer communication, quotations, order updates, and other administrative tasks as needed.
• Perform other duties related to customer service and sales support as assigned.

Qualifications

• Fluent in both English and Spanish, with strong verbal and written communication skills in both languages.
• Previous experience in customer service, inside sales, order processing, sales support, or a related position.
• Strong communication and interpersonal skills.
• Team player who works well with others.
• Excellent attention to detail and organizational abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable speaking with customers by phone and communicating professionally via email.
• Strong computer skills, including Microsoft Office/Google Workspace and the ability to learn CRM or ERP systems.
• Professional, dependable, and positive attitude.
• Ability to work onsite in Farmingdale, NJ.

Preferred

• Experience in a manufacturing, distribution, construction, electrical, lighting, or industrial environment.
• Experience working with product catalogs, technical specifications, or customer quotes.
• Familiarity with CRM, ERP, inventory, or order management systems.
• Experience supporting contractors, distributors, electrical professionals, manufacturers, or commercial/industrial customers.
• Ability to read and understand basic product specifications and technical information.