Customer Support Specialist

The scope of this role includes but is not limited to the below:

The Customer Support Specialist will be primarily responsible for day-to-day contact with customers and includes answering the phones, taking orders, complaint handling, coordinating logistics and providing the best-in-class customer service to existing Arlon customers and potential new customers. Other responsibilities include checking inventory, answering customer questions regarding product and pricing, and supporting our Regional Sales Managers and Marketing Specialists.

• Support customers via phone and email (product info, orders, pricing, and general inquiries) for assigned market(s) within the EMEAI region
• Maintain accurate customer and order records in SAP and CRM tools (e.g., HubSpot).
• Spot trends in customers’ transactions to flag for the rest of the team and the Customer Service Manager.
• Identify opportunities to improve customer experience and internal workflows.
• Assist with client requests, handles customer problems, quality, or technical issues, and returns.
• Contribute to the ongoing learning and success of the team by contributing to the creation of SOPs and documentation. 
• Communicate thoughtfully and efficiently in a manner that helps customers move forward and grow the capabilities of the accounts.
• Ensure accurate order processing and customer records.
• Support credit checks and payment follow-ups in line with company policy.
• Prepare, maintain, and update quote files and pricing in the system; assist with price list creation.
  

• Language Requirement: Proficient in English plus French and/or German. (Additional EU languages are a plus)
• Strong proficiency with Microsoft Office is required, including intermediate to advanced Microsoft Excel skills
• Comfortable working quickly and accurately in data-entry systems.
• A minimum of 2 years of customer service with sales/ retail experience is preferred. 
• Experience with SAP is an advantage.

Competencies

• Strong team player with ability to work independently and manage relationships. 
• Excellent communication and customer service skills. 
• Proven ability to codify, document, and consistently follow established processes and procedures, ensuring operational accuracy and compliance
• Quick learner, adaptable, and proactive with strong initiative. 
• Skilled in training others and delivering client-focused solutions via multiple channels. 
• Highly organised, detail-oriented, and efficient at multitasking. 
• Self-motivated, ambitious, and persistent with proven time management. 
• Consistently maintains high productivity and responsiveness to customer needs.
• Ability to work in a multicultural environment.
• Strong adaptability to process changes and digital tools.