Customer Service Representative

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.

Position Overview
The Customer Service Representative position is an entry-level role that engages 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).

The Customer Success Representative will also assist with customer quality and service claims, and processing orders and returns. Position 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.


Key Responsibilities

• Serve as the first point of contact for customers via phone, email, live chat, and CRM systems in a customer-friendly and professional manner.
• Provide prompt, professional, and courteous assistance regarding orders, pricing, product information, and availability.
• Maintain a high level of product knowledge to effectively address customer inquiries and recommend appropriate solutions.
• Must be able to multitask efficiently while prioritizing high-impact tasks.
• Collaborate with the Customer Account Managers to offer support as needed.
• Crosstrain as the Fleet/OEM and Australia Region backup support
• Assist in managing the quote process in HubSpot and in SAP
• Process customer orders accurately and efficiently in SAP, ensuring correct pricing, terms, and shipping instructions.
• 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.
• Initiate and manage claims in SAP for credits, returns, or replacements when applicable.
• Follow up with customers to confirm resolution and satisfaction.
• Partner with Regional Sales Managers and internal departments to support customer needs and special projects.
• Provide feedback and insights to internal teams regarding recurring issues, customer trends, or process improvements.
• Assist with Conexiom (order automation) exceptions and account updates.
  

Targets/Goals

• Achieve the performance objectives established by the Customer Service Manager to support operational excellence and customer satisfaction.
• Manage an average of 30% of incoming emails inquiries from customers, sales managers and other internal departments.
• Process approximately 50% of all domestic sales orders, claims, and sample requests received daily.
• Maintain a high level of accuracy in order entry, with zero to minimal monthly errors as defined by the Customer Service Manager.
• Effectively manage open claim reports
• Handle an average of 25 inbound customer calls per day while maintaining professional and efficient communication.