Job description

Position: Customer Support Specialist EMEAI
Department: EMEAI Customer Support
Reporting to: Customer Service & Administrative Manager - EMEAI
Location: The Hague
Travel Requirement: Up to 5%
Working hours: 40 hours (hybrid working is available after an initial 2 month training period)
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Company Profile:
Arlon Graphics, LLC is a cast vinyl manufacturing company in the business of creating innovative material for visual expression. Founded in 1958, Arlon Graphics manufactures and markets high-quality pressure-sensitive materials for the fleet, architectural, digital imaging, and signage markets. Through more than 180 distribution partners across the globe, a growing number of strategically-positioned sales offices and warehouses, and customer-centric operations.

Arlon is recognized as a global leader in graphic films. Join the Arlon Graphics conversation and follow us at @arlongraphics on Facebook, Instagram, and LinkedIn. For more information, visit arlon.com.

Position Overview:
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.

Education, experience and skills
• Language Requirement: Proficient in English plus other EU languages including Spanish, French and 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

Physical Demands:
The 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. The employee must frequently lift and/or move up to 10kg of literature and/or samples is required.  The employee must be able to travel on an airplane.

Work Environment:
The 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.  The noise level in the work environment is usually quiet.

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.

Education, experience and skills
• Language Requirement: Proficient in English plus other EU languages including Spanish, French and 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