Experienced Customer Service Representative – North American Distributor Support

At arenaflex, we're committed to delivering innovative solutions that maximize value for our customers across various industries. As a leading provider of construction, mining, forestry, forklift, and industrial machinery, we're dedicated to enhancing safety and productivity while optimizing performance. Our diverse line of products, supported by advanced IoT technologies, regional distribution channels, and a global service network, enables us to tap into the power of data and technology. We're seeking an experienced Customer Service Representative to join our team in a call center environment, providing support to North American distributors through accurate and efficient order processing. If you're passionate about delivering exceptional customer experiences, possess excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Job Overview

As a Customer Service Representative at arenaflex, you will play a vital role in supporting our North American distributors by providing timely and accurate order processing. Your primary responsibilities will include:

• Entering, cancelling, and obtaining details of orders to advise distributors according to arenaflex parts policies
• Communicating with all arenaflex distributors by phone, email, and/or fax to provide information about parts orders and backorders
• Assessing and fulfilling customer needs, and educating the customer where applicable
• Effectively managing communications to a NA Distributor base of 1,300 locations, including the Mining, Construction, Forest, Forklift, and Utility business units
• Answering a proportional share of the 10,000 phone requests received monthly, with a key metric of answering 97% of all calls while answering 95% of those within 3 minutes

Key Job Responsibilities

* Requires professional telephone skills and ability to effectively communicate with DBs and co-workers

• Multi-tasking skills to get work completed while answering phones, emails, arenaflex Parts portal requests, and doing follow-up work with minimal supervision
• Optimum response time is within 24 hours of initial receipt of backorder
• Responsible for accurate and timely order processing in accordance with company policies and procedures with minimum supervision
• Order types include distributor orders, international orders, transfer orders, further manufacturing orders, firm future orders, direct ship marketing program orders, reclass orders, upgraded orders, and consignment orders
• Advises Distributors of the expected delivery time and provides detail when delays, changes to orders, routing, price, and availability for open backorders occur
• Keeps good records of customer responses and records details of inquiries, complaints, and comments as well as actions taken into KPP
• Organize and schedule work with minimum of supervisory direction
• Acceptance of changes in priorities and additional workload such as helping co-workers in the department with their daily work to ensure task completion each day

Qualifications/Requirements

* Extreme sense of urgency

• Personally accountable and welcomes responsibility
• Ability to effectively communicate orally and in written form
• Knowledge of internal systems such as PMATES, PWINS, arenaflex Parts Portal, and other applications
• Proficient PC skills. Knowledge and experience using the Microsoft Office Suite of programs including Word, Excel, Access, and PowerPoint
• High attention to detail in a fast-paced multi-task environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to the growth and development of our employees. As a Customer Service Representative, you'll have opportunities to:

• Develop your communication and problem-solving skills through training and coaching
• Work with a diverse team of professionals who share your passion for delivering exceptional customer experiences
• Contribute to the success of our North American distributors and the arenaflex brand
• Participate in ongoing learning and development programs to enhance your skills and knowledge

Work Environment and Company Culture

arenaflex is an Equal Opportunity Workplace and an Affirmative Action Employer. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. Our company culture is built on the principles of teamwork, innovation, and customer satisfaction.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A comprehensive benefits program, including medical, dental, and vision insurance
• A 401(k) retirement savings plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development
• A dynamic and supportive work environment

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, 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 Opportunity Employer

arenaflex is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Apply for this job