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Customer Success Representative

Company: ARLON GRAPHICS LLC
Location: Placentia
Posted on: May 12, 2019

Job Description:

The Customer Service Representative Position is an entry level position based out of Placentia, CA. Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their orders. The position support is on data entry, such as, sales orders, quality and service claims, creation of shipping labels, sales and marketing sample orders, among others. This role requires outstanding communication skills, empathy, and quick thinking. In customer support, it's imperative to be able to work in a fast pace environment, adapts to customers needs, provide quick and effective solutions and consultative support through creative problem-solving.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 customers and new customers.
  • Handle product information calls by managing inbound and outbound inquiries with customer via phone, e-mail, web Live Agent, Sales Force, Sales Force Chatter, in a customer friendly and professional manner.
  • Communicate thoughtful and efficiently in a manner that helps customer move forward and grow the capabilities of the accounts.
  • Acts as the company and customer liaison with the Account Managers.
  • Spot trends in customers transactions to flag for the rest of the team and the Customer Service Dept Manager.
  • Identify process improvements on 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.Targets/Goals:
    • Meet Performance Review Goals set by Customer Service Manager to ensure Operational goals and customer satisfaction are met.
    • Process 50% of domestic sales orders, claims and samples received in a daily basis.
    • Have none or minimal errors on order data entry in a monthly basis. Target goal will be established by the Customer Service Department Manager.
    • Manage the Open claim reports and create Returns for quality and service claims.
    • Able to manage an average of 25 inbound calls per day.Person Description
      • Must have initiative, be fast paced and have a passion for customer service.
      • Being self-motivated, ambitious and persistent.
      • Excellent time management skills required to create efficiency and multitask
      • Strong communication skills, listening, written and oral in English.
      • Fast learner
      • Working within a team of 4 people on a daily basis, must be a team player and be competent to manage interpersonal relationships
      • Maintain a consistent and high productivity level on a daily basis.
      • Highly organized with attention to detail and ability to reliably perform multiple tasks.
      • Listen, understand and respond to customers and fellow employees to deliver world class customer service.Skills and Experience:
        • Experience delivering client-focused solutions to customer via phone, e-mail and Live Chat.
        • Must have strong typing with minimum 35 wpm.
        • Proven ability to understand customer requirements with prompt follow-up required.
        • Minimum of 1-2 years of customer service with sales/ retail experience is preferred.
        • An Associate degree will be considered a plus. QUALIFICATION REQUIREMENTSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. SYSTEMSSAP/ ERP system experience (preferred)Microsoft Excel knowledge- Basic level (required)Microsoft Office knowledge Word and Outlook Basic level (required) PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. Occasional bending, squat, lift (up to 15 pounds) and move of small amounts of literature and/or samples are required.Specific vision abilities required by this job include close vision, color visions, peripheral vision, and the ability to adjust focus.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.This job and position description is subject to change based on company requirements.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 LI-AR1PI109849176

Keywords: ARLON GRAPHICS LLC, Placentia , Customer Success Representative, Other , Placentia, California

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