What are the responsibilities and job description for the Customer Success Representative position at Arlon Graphics LLC?
Description
Position Overview:
The Customer Success Representative position is an entry-level role responsible for engaging with customers on behalf of Arlon. Basic duties include answering phone calls, emails, and chats from customers and participating in meetings with Customer Success 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’s 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.
ESSENTIAL DUTIES AND 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.
- Collaborate with the Customer Account Managers to offer support as needed.
- Cross-train as the Fleet/OEM backup support
- Assist in managing quote process
- 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.
Requirements
- High School diploma or GED
- Two (2) years of recent relevant experience delivering client-focused solutions via phone, email, and chat.
- Strong communication skills in the English language (verbal, written, written, presentation, inter-personal)
Additional Preferred Education, Skills, and Experience:
- SAP/ ERP system experience
- Hub Spot/CRM experience
- Microsoft Office ®, specifically Word and Excel, at a basic proficiency level
- Bilingual Spanish
Pay Transparency:
The current pay rate for this position is between $23.00 - $25.00 per hour. Rate of pay will depend on factors such as market conditions and location, job-related knowledge and skills, education, training and experience. If hired, employment will be at will. The Company reserves the right to modify pay, as well as any other discretionary payment or compensation program, at any time. EOE
EEO Statement
Arlon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, disability, protected veteran status, or any other protected status in accordance with all applicable laws. (PM18)
Salary : $23 - $25