At arenaflex, we are committed to delivering exceptional customer experiences that exceed our clients' expectations. As an Experienced Customer Service Representative, you will be the primary point of contact for our customers, ensuring that all their needs are met and exceeded. If you are a customer-focused professional with a passion for delivering outstanding service, we want to hear from you.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services to the manufacturing industry. Our team of experts is dedicated to helping our customers succeed by providing them with the best possible products and services. We are a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction.
**Job Summary**
As an Experienced Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, responding to their inquiries, and resolving any issues that may arise. You will work closely with our sales, technical service, and distribution teams to ensure that our customers receive the best possible service. You will also be responsible for maintaining and growing our business at existing and new accounts.
**Scope of Responsibilities**
* Supervisory Responsibilities: No
* Number of direct reports: N/A
**Essential Functions**
* Respond to customer inquiries received by phone, email, and fax, documenting interactions in SalesForce.
* Also responsible for inquiries from sales, telesales, and distribution centers.
* Recommend, quote, sample, and sell VBS products.
* Document opportunities where VBS product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established arenaflex guidelines, and then professionally transfer customer to arenaflex technical community for further discussion.
* Responsible for all aspects of Order Fulfillment from receipt of order through delivery and invoicing.
* Enter new orders, verifying for accuracy against documented procedures. Process order changes/cancellations.
* Recommend alternative product (VBS) constructions if required.
* Monitor open work orders and expedite as needed.
* Proactively notify customers of late or problem orders and any VBS product alternatives to assist customer.
* Resolve customer-specific freight and logistics issues/questions through consultation with arenaflex Shipping Departments.
* Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to VBS product recommendations, price quotes, price discounting, application sheets, product sampling, and trial orders.
* Resolve information-related customer complaints and implement corrective action. Confirm resolution and corrective action to customer via established arenaflex guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence.
* Handle complaints for pricing mistakes, order entry errors, and customer accommodations.
* Proactively engage selected assigned accounts by initiating phone and/or email contact to better understand business applications in which arenaflex participates as well as to uncover missed opportunities in which arenaflex is not participating.
* Assist with order entry overflow for repeat orders.
* Assist with standard price quotations overflow.
* Responsible for entry of new customer information.
* Contribute to Customer Service Improvement Teams as required.
* Ability to use problem-solving skills and a "can-do attitude" to overcome obstacles.
* Cross-train new employees when appropriate.
**Requirements**
1. **EDUCATION**: Bachelor's degree or equivalent business experience.
2. **EXPERIENCE**: 1-3 years previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred.
3. **PERSONAL CONTACTS (Internal/External)**: Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing, and Finance.
4. **CONFIDENTIAL DATA**: Customer pricing and applications.
5. **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.
6. **PHYSICAL WORK ENVIRONMENT**: Home/Office Environment, Responsible for supporting Western US Region Territory – Pacific Time Zone hours required.
7. **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
* Opportunity to work with a dynamic and innovative organization
* Collaborative and supportive team environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**How to Apply**
If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees.
**Note**: arenaflex is an equal opportunity employer and welcomes applications from diverse candidates.