Position Title:

Bilingual Customer Success Specialist

Department:

Sales

Reports To:

Director of Sales & Key Accounts

Location:

Louisville, Kentucky U.S.A.

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Position Summary:

As the voice of Shamrock for many customers, you'll play a key role in creating exceptional customer experiences, strengthening customer relationships, supporting sales growth, and helping customers achieve success with our products and services.

The Bilingual Customer Success Specialist plays a critical role within our sales team and internal operations. This position ensures orders are entered accurately, follow-ups are completed, customers are supported, and CRM records are accurate, current, and well maintained.

This is not a passive role. It requires initiative, attention to detail, and proactive follow-through.

This role is ideal for a customer-focused professional who enjoys building relationships, solving problems, supporting sales growth, and creating exceptional customer experiences.

If you’re proactive, detail-oriented, take pride in your work, and love working with people, you’ll thrive here!  Help us serve and grow relationships with both English-speaking and Spanish-speaking customers throughout North America.

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Why Join Shamrock?

• Family-owned and operated since 1992
• Award-winning and growing organization
• Supportive team environment
• Opportunity to learn sales, customer success, and account management
• Direct visibility with company leadership
• Long-term career opportunities for high performers

Primary Responsibilities:

The primary purpose of this role is to build strong customer relationships and support sales growth while ensuring exceptional execution of customer-facing processes

Customer Relationship Management

• Serve as a primary point of contact for customer inquiries.
• Build trusted customer relationships through proactive communication.
• Conduct customer follow-up calls and account check-ins.
• Identify opportunities to strengthen customer engagement and loyalty.
• Support sales growth through customer outreach and account development
• Assist Business Development Managers, Key Account Manager, and Director of Sales.
• Close follow-up gaps and keep work moving forward

ERP, CRM, & Systems Execution

• Maintain Salesforce.com hygiene:
• • Log activities and notes
  • Keep contacts and accounts current
  • Track follow-ups and tasks
  • Admin functions including dashboards, reporting, and related
• Enter customer orders accurately and timely in Sage 300 ERP
• Prepare quotes using templates and ERP tools

What Success Looks Like After 6 ~ 9 Months

• Customers know and trust you.
• Follow-ups rarely fall through the cracks.
• Salesforce data is accurate and current.
• Internal teams view you as dependable and proactive.
• You have become a valued contributor to customer retention and sales growth.

Success Metrics:

• Order Accuracy & Timeliness
• Sales Team Responsiveness & Support
• Customer & Key Account Follow-Up Completion Rate
• CRM Hygiene & Data Quality
• Proactive Customer & Key Account Touches
• 95%+ Scores on Customer Feedback and Internal / 360 Surveys. 

Qualifications:

Required

• Professional fluency in English and Spanish (written and verbal)
• Comfortable communicating with customers by phone, email, and video
• Proactive mindset — anticipates needs and takes ownership

Preferred

• 2+ years of customer service, account support, customer success, inside sales, or related experience
• Strong relationship-building skills
• Strong organizational skills and high attention to detail
• Ability to manage multiple priorities and systems
• Strong written and verbal communication skills

Systems You’ll Use:

• Salesforce.com
• Sage 300 ERP
• MS tools including Outlook,