At arenaflex, we're dedicated to delivering exceptional customer experiences that drive business growth and satisfaction. As a key member of our customer service team, you'll play a vital role in ensuring our customers receive the highest level of support and service. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive. With a strong commitment to customer satisfaction and excellence, we've built a reputation for delivering high-quality products and services that meet the evolving needs of our customers. Our team is passionate about making a difference, and we're seeking like-minded individuals to join our mission.
**Job Summary**
As an Experienced Customer Service Representative, you'll be the primary point of contact for our customers, ensuring their needs are met and exceeded. You'll work closely with various stakeholders, including sales, technical service, distribution centers, manufacturing, purchasing, and credit, to provide quick and effective responses to customer inquiries. Your proactive approach will help maintain and grow business at existing and new arenaflex accounts.
**Scope of Responsibilities**
* Supervisory Responsibilities: No direct reports
* Number of direct reports: N/A
**Essential Functions**
* Respond to customer inquiries received by phone, email, and fax, documenting interactions in Salesforce
* Handle inquiries from sales, telesales, and distribution centers
* Recommend, quote, sample, and sell VBS products
* Document opportunities where VBS products do not meet customer requirements, validate the feasibility of custom constructions, and transfer customers to the arenaflex technical community for further discussion
* Manage all aspects of order fulfillment, from receipt to delivery and invoicing
* Enter new orders, verifying accuracy against documented procedures, and process order changes/cancellations
* Recommend alternative product constructions if required
* Monitor open work orders and expedite as needed
* Proactively notify customers of late or problem orders and offer VBS product alternatives to assist customers
* Resolve customer-specific freight and logistics issues/questions through consultation with arenaflex Shipping Departments
* Utilize the E-price tool to support customer inquiries, including VBS product recommendations, price quotes, price discounting, application sheets, product sampling, and trial orders
* Resolve information-related customer complaints and implement corrective action, confirming resolution and corrective action to customers via established arenaflex guidelines
* Handle complaints for pricing mistakes, order entry errors, and customer accommodations
* Proactively engage assigned accounts by initiating phone and/or email contact to understand business applications and uncover missed opportunities
* Assist with order entry overflow for repeat orders and standard price quotations overflow
* Enter new customer information
* Contribute to Customer Service Improvement Teams as required
* Use problem-solving skills and a "can-do attitude" to overcome obstacles
* Cross-train new employees when appropriate
**Requirements**
* EDUCATION: Bachelor's degree or equivalent business experience
* EXPERIENCE: 1-3 years of previous customer service experience, with experience in a manufacturing environment and using an ERP system highly preferred
* PERSONAL CONTACTS (Internal/External): Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing, and Finance
* CONFIDENTIAL DATA: Customer pricing and applications
* COGNITIVE/PHYSICAL REQUIREMENTS RELATED TO ESSENTIAL FUNCTIONS: Repetitive movement of hands and fingers (typing and/or writing), occasional standing, walking, stooping, kneeling, or crouching, reach with hands and arms, talk, and hear
* PHYSICAL WORK ENVIRONMENT: Home/Office Environment, supporting the Western US Region Territory - Pacific Time Zone hours required
**Job Categorization:** 1
* TRAVEL %: Limited for industry education
**Job Specific Competencies, Experience & Skills**
* Excellent Customer Service
* Verbal and Written Communication skills
* Ability to learn quickly
* Troubleshooting/Problem-solving skills
* Ability to work under pressure
* Collaborative team spirit
* Adaptability
* Proficient in Microsoft Office Suite (including Excel)
* Experience using Salesforce.com a plus
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Comprehensive training and onboarding program
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!