Client Success Agent

World Emblem™; Norcross (GA); On-site; USD 38,000 - 60,000; Full time

Job summary

World Emblem is seeking a Client Success Agent in Norcross, GA with hands-on customer service experience to manage inquiries, order support, and issue resolution. You will be the primary contact across phone, chat, and email, using CRM and order management systems to track and resolve requests.

You will coordinate with Sales, Production, and Design/QA to verify pricing, progress, and status, and you will work to meet KPIs such as First Reply Time and SLA compliance in a fast-paced environment.

Qualifications

• 12 months of customer service experience (call center, order management, or similar).
• Comfortable working across multiple systems (CRM, phone, order management).
• Strong verbal and written communication skills, including de-escalation.
• Proven ability to manage a high volume of orders/inquiries with attention to detail.

Responsibilities

• Serve as the day-to-day point of contact for customers across phone, chat, and email.
• Enter and track orders, quotes, and customer data in the CRM and order system.
• Coordinate with Sales, Production, and Design/QA teams on progress and pricing.
• Troubleshoot issues and resolve escalations within SLA with accurate documentation.

Skills

Customer service

Multi-system work

CRM

Communication

Education

High school diploma

Associate's degree preferred

Tools

MS Office

CRM system

Order management software

Job description

About World Emblem

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

About World Emblem

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

For over 30 years, customers have trusted us year after year to provide high-quality products and embroidery services that help them create a great look, build memorable experiences, and promote their brand.

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

Our culture is represented by our Core Values: Stay Positive, Get the Job Done, Keep Smart, Be 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 with minimal ramp‑up time while exceeding customer expectations.

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, emails, and chat inquiries, and guide customers through 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 that 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 simultaneously (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.

Monday–Friday 8:00 AM – 5:00 PM.