Customer Success Representative

Arlon Graphics • Placentia, CA

1d

About The Position

The Customer Service Representative position is an entry-level role that engages with customers on behalf of Arlon. Basic duties include answering phone calls, emails, and chats from customers and participating in meetings with Customer Service or other internal teams to discover new communication tactics and maintain expert knowledge about company products and services. A Customer Success Representative will also assist with customer quality and service claims, and processing orders and returns. Position support involves items such as, but not limited to, data entry (sales orders, quality, and service claims) and the creation of shipping labels, sales, and marketing 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees