Customer Service Representative

Arlon; San Antonio, Northern (TX, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Quarterly bonus eligibility

Benefits starting day 1

401K with company match

Supportive team culture

Job summary

Arlon Innovations in San Antonio, TX is seeking a customer service representative to be the first point of contact for customers via phone, email, live chat and CRM.

You will assist with orders, pricing and product information, process orders in SAP, coordinate with production and logistics, and maintain strong product knowledge. Basic Word/Excel skills and 2+ years' experience are required; bilingual Spanish is a plus.

Qualifications

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

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.

Skills

Customer service

Phone support

Email support

Live chat

CRM systems

Education

High School diploma or GED

Tools

SAP

HubSpot CRM

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)