Experienced Customer Care Representative - Healthcare and Life Science Solutions

At arenaflex, we're dedicated to creating a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. As a Customer Care Representative, you'll play a vital role in delivering exceptional customer experiences and supporting our mission to make a meaningful impact in people's lives.

About arenaflex

arenaflex is a leading provider of healthcare and life science solutions, with a rich history of innovation and a commitment to excellence. Our team of dedicated professionals is passionate about making a difference in the world, and we're seeking like-minded individuals to join our ranks. As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a dynamic and supportive team.

Job Summary

We're seeking an experienced Customer Care Representative to join our team in a fully remote, 3rd shift position. As a Customer Care Representative, you'll be responsible for managing inbound calls, providing order placement, service dispatch, technical product assistance, and order issue resolution support to customers and cross-functional groups within arenaflex. If you're a customer-focused individual with excellent communication skills and a passion for delivering exceptional experiences, we encourage you to apply.

Responsibilities

As a Customer Care Representative, your primary responsibilities will include:

• Professionally handling incoming requests from customers and ensuring that all tasks are performed and issues are resolved both promptly and thoroughly
• Accurately and efficiently recording customer purchase order data into Oracle; orders are received via phone, fax, email, EDI, and Internet
• Processing service dispatch calls through Siebel according to customer requests
• Paging information to technicians; escalating as needed
• Monitoring dispatch boards until each page is accepted by the technician
• Managing customer contract response levels as indicated to meet customer expectations
• Investigating product backorders, freight shipments, and invoice inquiries, providing customers with up-to-date information
• Educating customers on product inquiries and further reinforcing the information with product literature utilizing arenaflex's Intranet and website, Product Managers, or internal reference materials
• Researching availability on service parts
• Quoting service parts per customer request
• Researching customer inquiries on product functionality; may require interaction with arenaflex's Clinical or Product Manager to ensure customer needs and expectations are met
• Confirming order sell prices are in compliance with GPO contract prices
• Interfacing with freight carriers and Corporate Traffic for shipment routing, tracking, and proof of deliveries
• Facilitating cross-functional communications to ensure proper account setup, orders are free of account or item holds, tax issues are resolved, and products are shipped to meet customer requirements
• Researching and documenting customer complaints into quality systems, ensuring that all relevant facts and data are captured; escalating issues based on severity of complaint
• Running daily reports, including un-booked orders, process holds, credit card authorization failures, and specific product reports as needed
• Providing post-order management support, including issue resolution
• Utilizing available resources to update or increase knowledge on products, systems, procedures, and Corporate initiatives
• Supporting the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs)
• Other duties as assigned

Requirements

To be successful in this role, you'll need:

• High school diploma and 1+ years of business experience
• Bachelor's degree preferred
• Experience working 3rd shift is preferred
• 1+ years of business experience with direct contact with customers and sales preferred
• Strong decision-making skills; understands how decisions impact the customer and the company
• Strong analytical and problem-solving capabilities
• Must demonstrate a high level of professionalism and integrity
• Excellent communication skills – written, verbal, and presentation
• Ability to handle multiple demands from many people and prioritize effectively
• Ability to maintain composure under pressure and demonstrate a "can-do" attitude
• Able to work well within a team
• Self-starter

What arenaflex Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. Here's a brief overview of what we offer:

• Market-competitive pay
• Extensive paid time off and 9 added holidays
• Excellent healthcare, dental, and vision benefits
• Long/short-term disability coverage
• 401(k) with a company match
• Maternity and paternity leave
• Additional add-on benefits/discounts for programs such as pet insurance
• Tuition reimbursement and continued education programs
• Excellent opportunities for advancement in a stable, long-term career

Pay Range and Bonus Participation

The pay range for this opportunity is $34,000.00 - $47,512.50. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than the range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred, and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state, or local law.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Remote Work Arrangements

As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a dynamic and supportive team. We're committed to providing a seamless and productive remote work experience, with the necessary tools and resources to ensure your success.

Benefits of Working at arenaflex

As a member of our team, you'll enjoy a range of benefits, including:

• Flexible work arrangements
• Comprehensive benefits package
• Opportunities for professional growth and development
• Collaborative and supportive team environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Opportunities to make a meaningful impact in people's lives

Join Our Team

At arenaflex, we're passionate about making a difference in the world. We're seeking talented and motivated individuals who share our vision and values. If you're a customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Apply for this job