Customer Service Representative

Arlon Graphics; San Antonio (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Quarterly bonus

Benefits from day 1

401K with company match

Great workplace culture

Job summary

Arlon Innovations is seeking a customer service-oriented professional to serve as the first point of contact for customers via phone, email, live chat, and CRM systems.

You will assist with orders, pricing, product information, and availability while maintaining product knowledge and coordinating with production and logistics to ensure on-time fulfillment.

Qualifications

• High School diploma or GED.
• 2+ years of customer service experience delivering client-focused solutions via phone, email, and chat.
• Basic knowledge of Microsoft Word and Excel.

Responsibilities

• Serve as the first point of contact for customers via phone, email, live chat, and CRM systems.
• Provide assistance regarding orders, pricing, product information, and availability.
• Maintain a high level of product knowledge.
• Assist in managing the quote process in HubSpot and in SAP.
• Process customer orders in SAP.
• Monitor order status and communicate updates or delays to customers and sales representatives.
• Coordinate with production and logistics to ensure on-time order fulfillment.
• Investigate and resolve order discrepancies and shipping issues with QA and Sales.
• Follow up with customers to confirm resolution and satisfaction.
• Assist with Conexiom exceptions and account updates.
• Handle 20-40 inbound customer calls per day.

Job description

Description

Company Overview

Arlon Innovations manufactures structural adhesive tapes, flexible insulation laminates and pressure sensitive adhesive tapes optimized for function and form. The company is part of Arlon’s global footprint, recognized as a global leader in graphic films and certified as a Great Place to Work® company.

Why Work Here

• Competitive Pay + eligibility for quarterly bonus
• Great benefits, starting on day 1 of employment
• 401K with company match
• Supportive team, training and culture rooted in a Great Place to Work company

Key Responsibilities

• Serve as the first point of contact for customers via phone, email, live chat, and CRM systems
• Provide assistance regarding orders, pricing, product information, and availability.
• Maintain a high level of product knowledge
• Assist in managing the quote process in HubSpot and in SAP
• Process customer orders in SAP
• 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.
• Follow up with customers to confirm resolution and satisfaction.
• Assist with Conexiom (order automation) exceptions and account updates.
• Handle 20-40 inbound customer calls per day.

Requirements

• High School diploma or GED
• 2+ years of recent relevant experience delivering client-focused solutions via phone, email, and chat. Customer service for a product (ex. a company that sells something) strongly preferred over customer service for a service (ex. medical claims, insurance, etc.)
• Basic knowledge of Microsoft Word and Excel

Additional Considerations/" Nice To Have"

• SAP/ ERP system experience
• Hub Spot/CRM experience
• Bilingual Spanish

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)