Customer Success Representative

Arlon Graphics LLC•Placentia, CA

just now

About The Position

Arlon Graphics, LLC is a cast vinyl manufacturing company founded in 1958, specializing in innovative materials for visual expression, including high-quality pressure-sensitive materials for fleet, architectural, digital imaging, and signage markets. They operate globally through over 180 distribution partners and strategically-positioned sales offices and warehouses. The Customer Service Representative is an entry-level role responsible for engaging with customers via phone, email, and chat, participating in team meetings to enhance communication tactics and product knowledge. The role also involves assisting with customer quality and service claims, processing orders and returns, and performing data entry for sales orders, claims, and creating shipping labels and sample orders.

Requirements

High School diploma or GED
Min. 2 years of relevant experience delivering client-focused solutions via phone, email, and chat.
Strong communication skills (listening, verbal, written, interpersonal)
Microsoft Office ", specifically Word and Excel, at a basic proficiency level

Nice To Haves

SAP/ ERP system experience
Hub Spot/CRM experience
Bilingual Spanish

Responsibilities

Serve as the first point of contact for customers via phone, email, live chat, and CRM systems in a customer-friendly and professional manner.
Provide prompt, professional, and courteous assistance regarding orders, pricing, product information, and availability.
Maintain a high level of product knowledge to effectively address customer inquiries and recommend appropriate solutions.
Must be able to multitask efficiently while prioritizing high-impact tasks.
Collaborate with the Customer Account Managers to offer support as needed.
Crosstrain as the Fleet/OEM and Australia Region backup support.
Assist in managing the quote process in HubSpot and in SAP.
Process customer orders accurately and efficiently in SAP, ensuring correct pricing, terms, and shipping instructions.
Monitor order status and proactively communicate updates or potential delays to customers and sales representatives.
Coordinate with production and logistics to ensure on-time order fulfillment.
Investigate and resolve order discrepancies, shipping issues, or product complaints in collaboration with Quality Assurance and Sales.
Initiate and manage claims in SAP for credits, returns, or replacements when applicable.
Follow up with customers to confirm resolution and satisfaction.
Partner with Regional Sales Managers and internal departments to support customer needs and special projects.
Provide feedback and insights to internal teams regarding recurring issues, customer trends, or process improvements.
Assist with Conexiom (order automation) exceptions and account updates.
Achieve the performance objectives established by the Customer Service Manager to support operational excellence and customer satisfaction.
Manage an average of 30% of incoming emails inquiries from customers, sales managers and other internal departments.
Process approximately 50% of all domestic sales orders, claims, and sample requests received daily.
Maintain a high level of accuracy in order entry, with zero to minimal monthly errors as defined by the Customer Service Manager.
Effectively manage open claim reports.
Handle an average of 25 inbound customer calls per day while maintaining professional and efficient communication.