Job Description

Job Summary:

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The Customer Service Representative II is responsible for creating a positive customer experience within the respective responsibilities of in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.

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Core Duties

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The Customer Service Representative II will perform the duties below as applicable and on the basis of business needs.

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Inbound Telephone Support

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- Answer inbound calls to the Company's main support line and take appropriate action based on the type of call, including:
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- Answering basic questions about the company's operation, product, services
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- Entering, changing, or checking on the status of orders using NetSuite ERP software
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- Tracking and escalating support calls to the appropriate department or personnel
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- Researching customer account issues
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- Screening and forwarding phone calls to XPEL employees
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- Logging all in-bound calls in to NetSuite
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Technical Support

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- Answering calls from customers and internal employees about XPEL's proprietary software, including:
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- Assisting with setting up, activating, deactivating and managing of customer accounts
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- Assisting with the installation, operation, and troubleshooting of cutting plotters
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- Supporting customers with basic questions about commonly used functions
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- Resolving technical problems and escalating problems for further level of assistance
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- Support customers with the use of XPEL's website and on-line ordering tools
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- Participating in an on-call after-hours support rotation
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Order Management

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- Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
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- Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
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- Finalize and process order fulfillments for XPEL's various locations and third-party fulfillment locations
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- Entering orders and processing requests for our OEM business
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Outbound Support

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- Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
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- Soliciting feedback from customers about the Company's service, products or performance
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- Informing customers about Company products, offerings
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- Pro-actively calling customers in response to automated alerts about order delays or other problems
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Referral Pipeline Support

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- Daily referral pipeline support communicating with consumers, closing tickets and processing requests.
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Warranty

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- Assist with processing warranty claims and manage resolution for installed products, ensuring accurate documentation and appropriate outcomes.
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- Generate Return Authorizations (RAs) for products in accordance with company policies.
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- Act as a subject matter expert on XPEL products for both internal teams and external customers.
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- Coordinate customer returns for product testing, working with Operations and Quality teams to help determine root cause.
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- Analyze warranty and return data to identify trends and support process improvements.
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- Use ERP and CRM programs to manage claims and customer interactions.
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Dealership Support

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- Recent Account set up,



preparing all additional items for new accounts.
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- AR Responsibilities - Credits and billing inquiries.
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- Prepare, email, and file Clear Plate Invoices on the master spreadsheet for Wednesday send-off.
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- Assisting in logging work orders, warranties, and other entries as needed.
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- Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite.
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- Monitor all Dealership Support Pipelines in the mornings and throughout the day.
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- DAP administrative support on commissions
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- Weekly and Monthly Audit Reporting.
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- Triaging PPF orders pipeline for urgent requests and edits before billing is processed.
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- Clear Plate spreadsheet updates and management.
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- Building Addendums.
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General

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- Participation in the warehouse urgent communications to ensure best in class service for our customers.
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- Partner with cross-functional departments (Sales, Accounting, Tech, etc.) to ensure a seamless customer experience.
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- Accounts receivable responsibilities related to customer invoices, billing errors, billing statements.
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- Other duties as assigned
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Basic Qualifications

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- High School Diploma
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- 3 years of high-level customer and technical support experience
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- Experience providing support through live chats and email preferred
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- Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
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- Ability to communicate professionally and effectively
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- Excellent phone presence with high level of interpersonal, and organizational skills
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- Demonstrates a sense of urgency and timeliness to meet customer service call demand
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XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

📌 Customer Service Representative II (Parramatta)
🏢 Xpel
📍 Parramatta