Customer Service Rep II

Job Summary

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.

• Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
• Answer basic questions about the company’s operation, product, and services.
• Enter, change, or check on the status of orders using Net Suite ERP software.
• Track and escalate support calls to the appropriate department or personnel.
• Research customer account issues.
• Screen and forward phone calls to XPEL employees.
• Log all inbound calls in Net Suite Technical Support.

• Answer calls from customers and internal employees about XPEL’s proprietary software.
• Assist with setting up, activating, deactivating, and managing customer accounts.
• Assist with the installation, operation, and troubleshooting of cutting plotters.
• Support customers with basic questions about commonly used functions.
• Resolve technical problems and, when necessary, escalates to the next level of assistance.
• Support customers with the use of XPEL’s website and online ordering tools.
• Participate in an on‑call after‑hours support rotation.

• Monitor e‑mail inboxes and other locations for inbound orders that need to be entered into Net Suite.
• Monitor the Company Support Queue, answering or forwarding cases to the appropriate party.
• Finalize and process order fulfillments for XPEL’s various locations and third‑party fulfillment locations.
• Enter orders and process requests for our OEM business.

• Using lists, criteria, or scripts provided, make outbound calls to designated customers or prospects for various purposes, including:
• Soliciting feedback from customers about the Company’s service, products, or performance.
• Informing customers about Company products and offerings.
• Pro‑actively calling customers in response to automated alerts about order delays or other problems.

• Communicate with consumers, close tickets, and process requests.

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

• Assist with processing warranty claims and manage resolution for installed products, ensuring accurate documentation and appropriate outcomes.

• Set up new accounts and prepare all additional items for new accounts.
• Handle AR responsibilities – credits and billing inquiries.
• Prepare, email, and file Clear Plate Invoices on the master spreadsheet for Wednesday send‑off.
• Assist in logging work orders, warranties, and other entries as needed.
• Monitor e‑mail inboxes and other locations for inbound orders that need to be entered into Net Suite.
• Monitor all Dealership Support Pipelines in the mornings and throughout the day.
• Provide DAP administrative support on commissions, weekly and monthly audit reporting.
• Triage PPF orders pipeline for urgent requests and edits before billing is processed.
• Update and manage the Clear Plate spreadsheet and build addendums.
• Participate in the warehouse urgent communications to ensure best‑in‑class service for our customers.
• Partner with cross‑functional departments (Sales, Accounting, Tech, etc.) to ensure a seamless customer experience.
• Handle accounts receivable responsibilities related to customer invoices, billing errors, billing statements.

• High School Diploma.
• 3 years of high‑level customer and technical support experience.
• Experience providing support through live…