Customer Success Representative

Arlon Graphics, LLC is a cast vinyl manufacturing company that creates innovative materials for visual expression. Founded in 1958, Arlon manufactures high‑quality pressure‑sensitive materials for the fleet, architectural, digital imaging, and signage markets. With over 180 distribution partners worldwide and a growing network of sales offices and warehouses, Arlon is recognized as a global leader in graphic films. Position Overview The Customer Service Representative 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 the Customer Service or other internal teams to discover new communication tactics and maintain expert knowledge about company products and services. The role also assists with customer quality and service claims and processes orders and returns. Position support involves data entry (sales orders, quality, and service claims), creation of shipping labels, sales, and marketing sample orders. Responsibilities Serve as the first point of contact for customers via phone, email, live chat, and CRM systems in a 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 address customer inquiries and recommend appropriate solutions. Multitask efficiently while prioritizing high‑impact tasks. Collaborate with Customer Account Managers to provide support as needed. Crosstrain as Fleet/OEM and Australia Region backup support. Assist in managing the quote process in HubSpot and 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 exceptions and account updates. Targets/Goals Achieve performance objectives established by the Customer Service Manager to support operational excellence and customer satisfaction. Manage an average of 30% of incoming email 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 or 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. Requirements High‑school diploma or GED. Minimum two years of relevant experience delivering client‑focused solutions via phone, email, and chat. Strong communication skills (listening, verbal, written, interpersonal). Basic proficiency in Microsoft Office Word and Excel. Nice to Have Experience with SAP/ERP systems. Experience with HubSpot/CRM. Bilingual Spanish. Pay Transparency The current pay rate for this position ranges from $23.00 to $25.00 per hour. Pay is based on market conditions and location, job‑related knowledge and skills, education, training, and experience. Employment is at will. The Company reserves the right to modify pay and other discretionary compensation at any time. 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. #J-18808-Ljbffr