Job Details

Gulf Pacific is a leading player in the upstream rice ingredients sector, specializing in the processing and merchandising of both conventional and organic rice, spices, and dry edible beans across the U.S. Headquartered in Houston, Texas, with two facilities in Texas and Arkansas, the company boasts over 30 years of industry experience. In 2023, Gulf Pacific achieved approximately $325 million in gross revenues, underscoring its dynamic growth and commitment to excellence in its product offerings.

Job Summary

We are seeking a bilingual Customer Service Coordinator to join our dynamic team at a leading company specializing in the milling and packaging of high-quality flour, rice, dry edible beans, and spice mixes. As a key member of the Customer Service Team, you will provide essential administrative and operational support to our customers, managing export accounts, invoicing, and order management out of third-party locations. The role involves a variety of tasks, including but not limited to customer account management, sales order management, export orders, export documentation, shipment notifications, invoicing, inventory management, invoice disputes, customer and government portals, and other general customer service tasks. Fluency in both English and Spanish is required to effectively communicate with our diverse customer base and support our growth in multiple markets.

Key Responsibilities

Customer Service:

• Handle customer inquiries via phone and email, providing prompt and accurate information.
• Work cross-functionally with the sales, planning, logistics, and finance teams to ensure timely and accurate delivery of customer orders.
• Act as main point of contact for customers, sustaining proactive and professional communication to achieve high levels of customer satisfaction.
• Performs miscellaneous duties as necessary to support the team/department.

Order Management:

• Handle customer purchase orders ensuring timely and accurate processing as well as prompt order acknowledgement and confirmation.
• Proactively monitor open orders and work with planning and logistics teams to ensure on-time in-full order fulfillment, following escalation and prioritization process as needed.
• Keep customers and internal stakeholders informed of ETAs, changes, updates, delays, etc.
• Own order-to-cash process and drive follow-up activities on post-sales activities such as documentation requests, invoice disputes, complaints, and audits.

Export Order Management:

• Proactively monitor export orders and manage export requirements, liaising with planning and logistics teams to ensure accurate and timely processing.
• Prepare and promptly submit export documentation with attention to detail to ensure accuracy.
• Act as the main point of contact for internal and external stakeholders regarding export orders.

Invoicing:

• Actively manage shipped orders and process invoice through ERP system.
• Process invoices and documentation requests through customer and government portals to ensure timely payment and reduce aged/overdue invoices.
• Resolve invoice disputes and manage requests for credit, debits, and returns as needed.

Bilingual Communication:

• Provide bilingual (English/Spanish) customer support, addressing inquiries, processing orders, and resolving issues for both English and Spanish-speaking customers.
• Translate internal and external communications as needed, supporting the customer service and sales teams.

Skills and Qualifications:

• Bilingual in English and Spanish (required).
• Strong organizational and multitasking abilities.
• Excellent attention to detail and accuracy.
• Experience in handling customer accounts and ensuring accuracy in order processing.
• Strong sense of urgency and prioritization.
• Proven problem-solving skills with a proactive attitude.
• Ability to work cross-functionally with sales, planning, logistics, and finance teams.
• Strong communication skills, both written and verbal, in English and Spanish.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Prior experience in customer service, order management, and export processes is preferred.
• Prior experience with ERP systems, EDI and customer/government portals is preferred.

Education & Experience:

• Bachelor's degree in Business, Accounting, Logistics, or related field.
• Minimum 3 years of experience in business-to-business customer service and order management role.
• Minimum 2 years of experience with export order management or export documentation.
• Bilingual proficiency in English and Spanish is a must.

Additional Information:

• This is a full-time, Mon-Fri 8:00 AM - 5:00 PM, fully onsite, position.
• Some overtime and/or weekend work might be required.
• Systems used daily include Microsoft Office Suite (Outlook, Excel, Word), ERP System (Sage 300 and Sage X3), True Commerce EDI solution, customer and government (USDA) portals.