At arenaflex, we're dedicated to providing top-notch customer service that exceeds our customers' expectations. As an Experienced Customer Service Representative, you'll play a vital role in ensuring our customers receive the best possible experience, every time. If you're passionate about delivering exceptional service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a world-class organization that prides itself on being a leader in the industry. We're committed to innovation, customer satisfaction, and employee growth. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our ranks.
**Job Summary**
As an Experienced Customer Service Representative, you'll be the face of arenaflex, providing exceptional service to our customers through various channels, including phone, email, and in-person interactions. You'll be responsible for resolving customer complaints, answering product-related questions, and providing solutions to meet our customers' needs. Your excellent communication skills, attention to detail, and ability to multitask will make you an invaluable asset to our team.
**Principal Duties and Responsibilities**
To succeed in this role, you'll need to perform the following essential duties:
* Answer customer calls, provide assistance, and resolve issues in a timely and professional manner
* Assist RDCs with customer service-related questions and returns
* Assist the Customer Service Manager with special projects and initiatives
* Input orders through our system, ensuring accuracy and efficiency
* Identify backorders and assist with immediate fulfillment
* RUP, input all required license information for customers seeking restricted items
* Complete sales return orders within 48 hours
* Report product shortages as indicated in the system to the proper warehouses
* Provide customers with order confirmations, tracking details, backorder delivery status, and status of purchases for material requirements
* Engage in continued education opportunities regarding product offerings
* Complete all required safety training
* Perform other duties as assigned by management
**Candidate Summary**
To be successful in this role, you'll need to possess the following qualifications and skills:
* 1-2 years of hands-on customer support experience
* Ability to communicate effectively at all levels within the organization
* Excellent listening and communication skills
* Analytical skills and attention to detail
* Strong knowledge of office applications, including Google Suite
* Ability to multitask and remain calm while working under pressure in a fast-paced environment
* Self-management skills, including daily task management and workload organization
* High level of personal organizational skills
**Leadership Traits and Characteristics**
As an Experienced Customer Service Representative, you'll need to demonstrate the following leadership traits and characteristics:
* Act commercially: Gather and make sense of large amounts of information, apply it to make business and customer-focused decisions
* Understand trends and patterns in business data and convert it into information to develop revised business plans, actions, or processes
* Continually research the competitive environment to identify opportunities for growth
* Synthesize and simplify complex data to develop a strategy that is actionable and impactful by frontline leadership
* Actively make investments in those initiatives that drive growth, service quality, and a low-cost business model through training, technology, and a reduction in complexity
* Balance tough business decisions with the customer and commercial requirements impact on the mind
* Deliver results: Achieve organizational results through the use of key skills, including being organized, focused, and resilient
* Specify and manage key milestones to achieve commitments
* Think ahead 12+ months to ensure methods needed to deliver results are sustainable and implement new processes and investments that add value to the business
* Recognize the need to work with multiple stakeholders to deliver programs and results on time and budget
* Lead a team to address unfamiliar problems and find innovative solutions
* Demonstrate perseverance and resilience in meeting business changes
* Display leadership: Inspire colleagues to achieve high levels of performance by creating a diverse team focused on competency, collaboration, and accountability
* Create a positive work environment where colleagues want to work and have a rewarding career with a focus on innovation, nimbleness, and change management
* Hold team members accountable to their commitments while regularly highlighting successful results
* Effectively delegate assignments and provide the required support
* Serve as a thought leader; others in the business seek advice and counsel
* Demonstrate confidence, presence, and influence inside and outside arenaflex
* Willingly reevaluate past decisions and processes to reduce complexity and build competency through ongoing investments in technology and training
* Intentionally seek under-represented voices to influence actions and foster innovation
* Coach and develop: Encourage long-term development of others to build capability through the purposeful practice of our methods and beliefs
* Challenge direct reports to solve problems on their own when a situation requires them to provide best-in-class customer service
* Encourage innovation and calculated risk-taking to solve problems
* Actively provide positive and developmental feedback when needed in a constructive way
* Reinforce the use of our agreed methods and remind colleagues the "why we do it this way" as a way of developing competency and buy-in
* Utilize the PDR process to ensure ongoing feedback is well documented, fair, and usable
* Use a good understanding of what interests, motivates, and drives others to help shape their performance
* Manage self: Manage behaviors to remain emotionally calm, organized, and optimistic in the face of an ever-changing environment
* Navigate change with clarity, enthusiasm, and confidence
* Demonstrate resilience in meeting day-to-day challenges
* Maintain clarity, enthusiasm, and confidence through periods of intensive effort or change
* Manage self-awareness to understand and acknowledge the impact of their actions on others
* Able to adapt their behavior to the situation and the colleague to drive positive results
* Respectfully express beliefs that are different from others
* Ask for feedback from others and use this feedback to adjust methods
* Work with others: Create trusting relationships with colleagues, customers, and suppliers to meet or exceed our common goals
* Empower colleagues and peers to achieve organizational goals
* Create collaborative working relationships internally and with customers, suppliers, and external parties
* Create consensus among key stakeholders with different views by listening carefully to contrary views so to establish a shared approach
* Encourage feedback from the "experts" - customers, colleagues, and suppliers - to help make a meaningful decision
* Make decisions and plans actions in the wider context of the arenaflex Group
**Formal Education, Qualifications, or Training**
* High School Diploma
* 1-2 years of customer service experience
* Distribution/Warehousing experience preferred
**Why Choose arenaflex?**
A career with arenaflex can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
**Benefits and Perks**
As a full-time colleague, you'll qualify for the following benefits and perks:
* Professional and Personal Growth: Multiple avenues to grow your career, training and development programs available, tuition reimbursement benefits (for FT colleagues)
* Health and Wellness: Health benefits, including medical, dental, vision, disability, and life insurance, plus much more
* Savings and Retirement: 401(k) retirement plan with company-matching contributions
* Work-Life Balance: Vacation days, sick days, company-paid holidays, and floating holidays
* A company mindset that prioritizes health, safety, and flexibility
**How to Apply**
If you're passionate about delivering exceptional customer service and have the skills and qualifications we're looking for, we want to hear from you! Apply now to join our team and start your career with arenaflex today!