Customer Service Representative

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.

About the role

This entry-level Customer Service Representative role engages with customers on behalf of Arlon. Duties include answering phone calls, emails, and chats; participating in internal meetings to maintain product expertise; assisting with customer quality and service claims; and processing orders and returns. Support tasks involve data entry (sales orders, quality, and service claims) and creating shipping labels, sales, and marketing sample orders.

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.
• Multitask efficiently while prioritizing high-impact tasks.
• Collaborate with Customer Account Managers to offer support as needed.
• Cross-train as the Fleet/OEM and Australia Region backup support.
• Assist in managing the quote process in HubSpot and 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 performance objectives established by the Customer Service Manager to support operational excellence and customer satisfaction.
• Manage an average of 30% of incoming email 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.

Requirements

• High School diploma or GED.
• Minimum 2 years of relevant experience delivering client-focused solutions via phone, email, and chat.
• Strong communication skills (listening, verbal, written, interpersonal).

This is an onsite position in San Antonio, TX. Local applicants only.

Skills

• SAP/ERP system experience (preferred).
• HubSpot/CRM experience (preferred).
• Microsoft Office® (Word and Excel) at a basic proficiency level (preferred).
• Bilingual Spanish (preferred).

Benefits

• 26 paid days off per year (vacation, sick, and holiday pay).
• Health Insurance (Medical, Dental, & Vision).
• 401(k) Retirement Plan with company match.
• Life Insurance.
• Paid Disability.
• Career Development Support.
• Employee Discount Program.

Why You'll Love Working Here

At Arlon, our Customer Success team plays a key role in creating a positive, reliable experience for every customer we serve. In this role, you’ll be part of a collaborative team that values problem-solving, responsiveness, and strong customer relationships. You’ll gain hands-on experience with customer service operations, order management, CRM tools, and cross-functional communication while contributing to a company that takes pride in quality, service, and continuous improvement.