Customer Success Representative

Description

Company Profile:

Arlon Graphics, LLC is a cast vinyl manufacturing company in the business of creating innovative material for visual expression. Founded in 1958, Arlon Graphics manufactures and markets high-quality pressure-sensitive materials for the fleet, architectural, digital imaging, and signage markets. Through more than 180 distribution partners across the globe, a growing number of strategically-positioned sales offices and warehouses, and customer-centric operations, Arlon is recognized as a global leader in graphic films. Join the Arlon Graphics conversation and follow us at @arlongraphics on Facebook, Instagram, Twitter, and LinkedIn. For more information, visit arlon.com.

Why work here?

• Vacation, Sick and Holiday Pay (accrued/collectively 26 days/year)
• Health Insurance (Medical, Dental, & Vision)
• 401(k) Retirement Plan with company match
• Life Insurance
• Career Development Support
• Employee Discounts
• Annual Bonus Pay potential

Requirements

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 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'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 include the following. Other duties may be assigned.
Internal Customer Account Management:

• Collaborate with the Customer Account Managers to identify opportunities for existing and new customers.
• Assist Customer Account Managers with key accounts and provide backup support 
• Cross-train as the Latin America territory backup support
• Assist in quote creation, renewal, and updating process.
• Handle product information calls by managing inbound and outbound inquiries with the customer via the phone, e-mail, web Live Agent, and CRM Odoo in a customer-friendly and professional manner.
• Communicate thoughtfully and efficiently in a manner that helps customers move forward and grow the capabilities of the accounts.
• Acts as the company and customer liaison with the Account Managers.
• Spot trends in customer transactions to flag for the rest of the team and the Customer Service Dept Manager.
• Identify process improvements in data entry to enhance the customer experience.
• Assist with client requests or issue escalations to Account Managers as needed.
• Contribute to the ongoing learning and success of the team by contributing to the creation of documentation.
• Assist with Conexiom (order automation) exceptions and account updates.
  

Targets/Goals:

• Meet Performance Review Goals the Customer Service Manager set to meet Operational goals and customer satisfaction.
• Process 50% of domestic sales orders, claims, and samples received daily.
• Have no to minimal errors on order data entry every month. The Customer Service Department Manager will establish the target goal.
• Manage the Open claim reports and create Returns for quality and service claims.
• Able to manage an average of 25 inbound calls per day.
  

Required Education, Skills, and Experience:

• 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)
• Bilingual Spanish
  

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
  

Pay Transparency

The current pay rate for this position is $21.00 - $25.00 per hour DOE. 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. PM18

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.