Customer Success Manager (Spanish/Bilingual)

Why This Role Exists

Our clients rely on smooth, accurate, and timely order processing and shipment coordination to keep their operations running seamlessly. This role exists to ensure operational excellence, reduce errors, and enhance the customer experience across order management, documentation, and logistics.

You are not just entering orders—you are the key driver of operational reliability, keeping workflows organized, customer communications clear, and shipments on schedule. Your work directly impacts customer satisfaction, repeat business, and operational efficiency.

What You’ll Be Responsible For (Outcomes)

1. Ensure Accurate Order Processing

• Enter, track, and manage customer orders in QuickBooks/ERP with precision
• Maintain accurate records, documentation, and reporting for every order

2. Streamline Documentation & Shipment Coordination

• Prepare export documents, packing lists, certificates, and shipping documentation
• Coordinate with freight forwarders to ensure timely, error-free deliveries

3. Proactive Customer Communication

• Manage email correspondence with customers regarding order status, updates, and documentation requests
• Resolve inquiries efficiently, providing clear guidance and follow-up

4. Reporting & Operational Insights

• Generate weekly operational reports highlighting order volume, shipping status, and any issues
• Identify process gaps and propose improvements to enhance efficiency and accuracy

What You’ve Done Before

• 3+ years of experience in manufacturing customer service, order processing, or operational support
• Hands-on experience with QuickBooks or ERP systems
• Experience coordinating international shipments is highly desirable
• Prior experience in high-volume or fast-paced environments is a plus (e.g., events, logistics, or large-scale service operations)

Who You Are

• Detail-Oriented: You notice errors before they happen and ensure precision in every step
• Proactive & Organized: You follow up consistently and thrive in structured workflows
• Process-Driven: You can manage multiple orders, documents, and communications without missing deadlines
• Customer-Focused: You understand the importance of clear, professional communication
• High Accountability: You take ownership of outcomes and ensure operational reliability

Who This Is NOT For

• Candidates who prefer minimal responsibility or transactional work
• Those uncomfortable managing multiple priorities or fast-moving operational environments
• Individuals who are not detail-oriented or process-driven

What Success Looks Like

• Orders are processed accurately and on time with minimal errors
• Customers receive clear, timely communication, leading to high satisfaction
• Shipping and documentation processes run smoothly, even under high volume
• Operational reports are consistently accurate, providing actionable insights

Workflow gaps are proactively identified and resolved to improve efficiency

Minimum Technical & Work Environment Requirements

Internet Connection:

• Primary: 15 Mbps minimum
• Backup: 10 Mbps minimum, must support continuity during power outages

Primary Device:

• Desktop/laptop with Intel Core i5 (8th gen+), Intel Core i3 (10th gen+), AMD Ryzen 5, or equivalent
• Minimum 8 GB RAM

Backup Device:

• Meets or exceeds Intel Core i3 performance
• Functional during power interruptions

Workspace & Equipment:

• Webcam and noise-canceling USB headset
• Quiet, dedicated home office space
• Smartphone for customer communication and verification

Benefits

• Dynamic Team: Join a collaborative, innovative culture that values your contributions
• Continuous Learning: Gain skills in operations, logistics, and customer success
• Career Growth: Access clear pathways to advance your professional journey
• High-Energy Environment: Thrive in a fast-paced, outcome-driven workplace
• Flexible Work Setup: Work from home or a location that maximizes your productivity
• Work-Life Integration: Enjoy reduced commute stress while maintaining peak performance