At arenaflex, we're passionate about delivering exceptional customer experiences that drive sales growth and customer satisfaction. As a Customer Success Representative II, you'll play a critical role in achieving our sales goals by providing top-notch sales support, customer service, and order management for our Sales Representatives and Fox Authorized Wholesale Dealers. If you're a motivated, goal-oriented, and customer-focused individual with a passion for sales and customer success, we want to hear from you!
**About arenaflex**
arenaflex is a leading company in the MX, Bike, and Action Sports Lifestyle Industry, dedicated to delivering innovative products and exceptional customer experiences. Our team is passionate about empowering our customers to achieve their goals and live their passions. We're committed to fostering a culture of excellence, innovation, and customer-centricity, and we're looking for talented individuals like you to join our team.
**Key Responsibilities**
As a Customer Success Representative II, you'll be responsible for:
* Providing sales support, customer service, and order management for an assigned territory of Sales Representatives and Fox Authorized Wholesale Dealers
* Managing all support requests for your assigned territory within Service Level Agreements and providing overflow support for other territories when required
* Traditional support requests include, but are not limited to:
+ Order entry support
+ Order status
+ Order adjustments
+ Delivery block management
+ Backorder inquiries
+ Stock checks
+ Quotes
+ Warranty claims
+ Return requests
+ Invoice inquiries
* Proactively managing open orders to help our sales team focus on selling and not operations
* Ensuring timely conversion of orders to our distribution centers in accordance with allocation and fulfillment guidelines
* Familiarizing yourself with all sales and promotions to ensure all orders are priced accurately prior to shipping
* Collaborating with Accounts Receivable to release orders in accordance with our credit management policies
* Corresponding with dealers on credit card and open account application requests
* Partnering with sales to notify customers of late supply or issues preventing on-time fulfillment and proposing item substitutions when required
* Building strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
* Assessing customer needs and opportunities and suggesting how we can meet these requirements to help our customers be successful with Fox and Shift products
* Attaining an intricate level of Product Knowledge and a working knowledge of Fox and Shift Brands, History, Image, Mission, and Values
* Supporting outbound call campaigns, lead generation, and sales programs as required
**Competencies**
To succeed in this role, you'll need to possess:
* Goal-oriented, outgoing, motivated, persuasive, and able to multi-task and possess a desire to learn
* Ability to work well both independently and as part of a team
* Pleasant personality, professional phone manner, and the ability to prioritize tasks
* Excellent communication skills, including active listening
* Service-oriented and able to resolve customer grievances
* Proficient computer skills with the ability to learn new software
**Supervisory Responsibilities**
This role does not have supervisory responsibilities.
**Work Environment**
This job operates from the Irvine Headquarters, with the option to work from home/remote temporarily.
**Minimum Education and Experience Required**
* A minimum of 2-3 years customer service, inside sales, or retail sales experience
* Computer proficiency in Excel, Word, and Outlook with strong interpersonal skills
* Working knowledge of SAP operating system is a plus
* Previous experience with ZenDesk or similar CRM systems is a plus
* Experience within the MX, Bike, and Action Sports Lifestyle Industry is a plus
**Physical Demands**
This role requires:
* Sitting long periods of time
* Significant manual dexterity for keying in data for long periods of time
* The ability to lift 25-30 pounds when supporting merchandising or promotional programs
**Expected Hours of Work**
* 40 hours per week
* Availability: 6:00am – 6:00pm depending on shift assignment, territory, and business needs
**Travel**
Travel is not required, but the ability to travel with sales representatives may be available.
**Other Duties**
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
**Compensation and Benefits**
arenaflex offers a competitive salary and benefits package, including:
* Comprehensive health insurance
* 401(k) matching program
* Paid time off and holidays
* Opportunities for professional growth and development
**How to Apply**
If you're a motivated, customer-focused individual with a passion for sales and customer success, we want to hear from you! Apply now to join our team and help us deliver exceptional customer experiences that drive sales growth and customer satisfaction.