Client Success Agent

Job Description

Job Description

COMPANY OVERVIEW

We are the world’s largest emblem manufacturer and embroidery services with 8 strategic locations throughout the US, Canada, Mexico, and Europe.

We have been trusted year after year by customers for over 30 years to provide high-quality products and embroidery services that help customers create a great look, and memorable experiences, and promote their brand.

We offer a wide variety of emblem options, ranging from traditional embroidered to FlexStyle patches and everything in between.

Our culture is represented by our Core Values: Stay positive, Get the Job Done, Keep Smart, 100% Committed to the team, Continuous Improvement, and Customer Centricity.

JOB SUMMARY

The Client Success Agent role is suited to a candidate who already has hands-on customer service experience and can handle a full caseload of customer inquiries, order support, and issue resolution while exceeding customer expectations and with minimal ramp-up time.

You'll be the primary point of contact for customers reaching out by phone, chat and email, working across our CRM, phone, and order management systems to track, process, and resolve requests accurately and on time.

KEY RESPONSIBILITIES

• Serve as the customer's day-to-day point of contact and advocate, covering an assigned portfolio as well as accounts without a dedicated Client Success Agent, and coordinating with Sales as needed.

• Handle inbound and outbound customer calls, email, and chat inquiries, and guide customers on website and ordering processes, providing timely, professional responses and building familiarity with each customer's preferences and ordering patterns.

• Enter and track customer orders, quotes, designs, Customer Supplied Goods, and custom order types in accordance with SOPs and SLAs, logging every customer interaction and order update in the CRM in real time.

• Confirm special requirements and verify pricing matches what Sales quoted on new customer projects, coordinating with Production and Design/Quality teams on progress, risks, and status.

• Troubleshoot order issues and resolve escalated or complex customer issues within SLA, processing approvals, remakes, or credits as needed and following documented procedures and escalation paths.

• Track performance against individual KPIs aligned with the Hoshin plan (First Reply Time, Order/Quote Accuracy, SLA Compliance, CRM Documentation, and Call/Chat Interaction Quality), and flag recurring issues or process gaps to leadership.

REQUIREMENTS

• High school diploma or equivalent required; Associate's degree preferred.

• Minimum 12 months of customer service experience (call center, order management, account-based support, or similar), including interacting with internal and/or external customers.

• Comfortable working across multiple systems at once (CRM, phone, order management) while handling customer interactions, with computer proficiency in MS Office (Outlook, Excel, Word, Teams, SharePoint).

• Strong verbal and written communication skills, including the ability to de-escalate frustrated customers.

• Proven ability to manage a high volume of orders/inquiries with strong attention to detail, problem-solving, and follow-up discipline.

• Emotional intelligence, customer empathy, and a positive, solution-oriented tone, with the flexibility to learn and adapt within structured processes and SLAs.

PREFERRED QUALIFICATIONS

• Experience with an ERP or order management system, quoting and/or account-based support.

• Experience in a manufacturing, custom products, or B2B order environment is a plus.

LANGUAGE ABILITY

• Strong understanding of professional business communication styles and customer expectations.

• Able to read, write, and speak English professionally and empathetically across email, chat, and phone.

• Comfortable adapting tone to explain processes and next steps clearly and calmly.

WORK ENVIRONMENT

• Fast-paced professional office environment; requires managing multiple tasks and communications (email, chat, phone) simultaneously.

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

World Emblem is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. World Emblem is proud to be a drug-free workplace. All applicants will undergo a criminal background check and pre-placement drug screen, and we participate in E-Verify.