Experienced Customer Service & E-Commerce Supervisor – Driving Exceptional Customer Experience and Operational Excellence at arenaflex

At arenaflex, we're dedicated to nourishing people and the planet, and we're seeking a highly skilled and motivated Customer Service & E-Commerce Supervisor to join our team. As a key member of our operations team, you will play a vital role in supporting the Customer Service & E-Commerce programs, driving safety, quality, and exceptional customer experiences across our stores.

About arenaflex

arenaflex is a dynamic and innovative company that's passionate about delivering exceptional customer experiences and promoting sustainability. We're committed to creating a positive and inclusive work environment that fosters growth, learning, and teamwork. Our team members are the backbone of our success, and we're looking for talented individuals who share our values and are eager to make a difference.

Job Summary

As a Customer Service & E-Commerce Supervisor, you will be responsible for leading and developing a high-performing team, driving operational excellence, and delivering outstanding customer experiences across our stores. You will work closely with our store leadership and departmental leaders to ensure seamless execution of customer service and e-commerce programs, while promoting a positive and inclusive work environment.

Key Responsibilities

• Deliver Outstanding Customer Experience: Lead by example and hold team members accountable for delivering exceptional customer service, ensuring that every customer interaction is positive and memorable.

• Establish Clear Expectations: Set clear expectations for balancing in-store customer service and completing online orders, ensuring that team members understand their roles and responsibilities.
• Monitor Customer Flow: Monitor in-store and online customer flow, assigning customer service-related and online order completion tasks to balance the needs of all customers.
• Stay Ahead of the Competition: Stay aware of relevant competitors and industry trends, identifying opportunities to improve our services and stay ahead of the competition.
• Effective Communication: Ensure an effective and efficient response to customer questions, requests, and concerns, promoting a positive and inclusive work environment.
• Collaborate with Departmental Leaders: Foster collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, such as Amazon delivery drivers.
• Develop and Coach Team Members: Develop, coach, mentor, and motivate team members in a manner that sustains a high-performing team and minimizes turnover.
• Maintain Cleanliness and Security: Maintain cleanliness of workspaces, including staging areas and coolers, and ensure the security of equipment, such as MSRs, phones, and currency counters.
• Identify Process Improvement Opportunities: Proactively identify process improvement opportunities, promoting a culture of continuous learning and improvement.

Essential Qualifications

• 12+ months retail experience: Proven experience in a retail environment, with a strong understanding of customer service principles and practices.

• Task Management: Ability to perform task management, balancing dynamic customer flows and prioritizing tasks to meet customer needs.
• Analysis Skills: Strong analysis skills to root cause underperformance, either observed or demonstrated by metric performance.
• Interpersonal and Motivational Skills: Excellent interpersonal, motivational, team building, and customer relationship skills, with the ability to teach others in a positive and constructive manner.
• Technical Skills: Proficient with email, Microsoft Office, and operations-related applications.

Preferred Qualifications

• E-commerce experience: Experience in e-commerce, with a strong understanding of online order management and fulfillment processes.

• Leadership experience: Proven leadership experience, with a track record of developing and coaching high-performing teams.
• Customer Service Certification: Customer service certification, such as Certified Customer Service Representative (CCSR) or Certified Customer Experience Professional (CCEP).

Physical Requirements/Working Conditions

• Lifting: Must be able to lift 50 lbs.

• Standing/Walking: In an 8-hour workday, standing/walking 6-8 hours.
• Hand Use: Single grasping, fine manipulation, pushing, and pulling.
• Work Environment: Exposure to FDA-approved cleaning chemicals, temperatures 90 degrees Fahrenheit.
• Ability to Work Flexible Schedule: Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
• Use of Tools and Equipment: Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.

Benefits and Perks

• Competitive Salary: Competitive salary and benefits package.

• Opportunities for Growth: Opportunities for growth and development, with a focus on promoting from within.
• Positive Work Environment: Positive and inclusive work environment, with a focus on teamwork and collaboration.
• Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to the team.

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now! Apply for this job