Experienced Customer Service Representative – West Region: Delivering Exceptional Support to arenaflex DSD Clients

Location:

Remote USA, Pacific Time Zone

Reports to:

Manager of Customer Service

About arenaflex:

As one of the fastest-growing non-alcoholic beverage brands, arenaflex uses comedy and entertainment to make health and sustainability 50 times more fun. We take the healthiest things you can drink and package it into infinitely recyclable cans that compete with the fun marketing of unhealthy brands across energy drinks, beer, and junk food. Our product lines include mountain water, sparkling mountain water, sparkling flavored water, iced tea, and our hydration sticks, Death Dust. A portion of arenaflex's proceeds goes to nonprofits who are helping fight plastic pollution and bring clean drinking water to those in need.

Job Summary:

arenaflex is seeking a highly motivated and customer-focused Customer Service Representative to provide dedicated support to our DSD West Region clients. In this role, you will act as the single point of contact with our customers as well as the arenaflex Key Account team and Supply Chain team, ensuring exceptional service and maintaining strong relationships while addressing inquiries and resolving issues efficiently.

Key Role Focus Areas/ Skills:

*

Customer Centric Approach:

Serving as a direct point of contact for the customer service team to understand their needs and to strengthen the relationship as well as translating their needs to the arenaflex Key Account team and Supply Chain teams.

High Quality Communication:

Maintain clear, professional, and concise communication with representatives and internal stakeholders.

Proactive Problem-Solving:

Proactively identify and resolve potential issues in collaboration with internal teams to ensure smooth operation.

Timeliness & Efficiency:

Acting with urgency to meeting deadlines, ensuring order processing activities are completed to ensure there are no order delivery delays.

Reliability and Consistency:

Ensuring that there's accuracy and detail orientation in all the workflows to ensure process execution consistency for a streamlined customer experience.

Process Improvement:

Provide feedback and insights to improve workflows and enhance the overall customer experience.

Metrics Achievement:

Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.

Responsibilities:

* Provide dedicated support to DSD West Region clients, acting as the single point of contact for customer inquiries and issues.

• Collaborate with the arenaflex Key Account team and Supply Chain team to ensure exceptional service and maintain strong relationships with customers.
• Proactively manage orders to optimize service, including troubleshooting timing of supply, management of discontinued products, new innovation, etc.
• Anticipate availability of product and pick up as needed.
• Maintain clear, professional, and concise communication with representatives and internal stakeholders.
• Proactively identify and resolve potential issues in collaboration with internal teams to ensure smooth operation.
• Act with urgency to meet deadlines, ensuring order processing activities are completed to ensure there are no order delivery delays.
• Ensure accuracy and detail orientation in all workflows to ensure process execution consistency for a streamlined customer experience.
• Provide feedback and insights to improve workflows and enhance the overall customer experience.
• Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.

Qualifications:

* A minimum of 4+ years of relatable Customer Service experience.

• Proven experience in a customer service or client-facing role previously working in a similar e-commerce environment preferred.
• Exceptional verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Previous experience working with an ERP (Netsuite) preferred, to access supply chain data.
• Experience using a CRM system and other customer support tools is a plus.
• Ability to work in a fast-paced environment and manage multiple priorities.
• High attention to detail and organizational skills.
• Team-oriented mindset with a proactive approach to challenges.
• Deep comfort working in a remote role as part of a remote team.
• Must be willing to start at 8am PST scheduled start time and be located in the Pacific Time Zone.
• Role may require overtime as needed to ensure customer coverage needs are always met.

Essential Skills:

* Excellent communication and interpersonal skills.

• Strong problem-solving and critical-thinking abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• High attention to detail and organizational skills.
• Team-oriented mindset with a proactive approach to challenges.
• Ability to work in a remote role as part of a remote team.

Preferred Skills:

* Previous experience working with an ERP (Netsuite) to access supply chain data.

• Experience using a CRM system and other customer support tools.
• Proven experience in a customer service or client-facing role previously working in a similar e-commerce environment.

Compensation and Benefits:

* The typical salary range for this position is: $25-27 per hour ($52,000 - $56,160 annualized).

• The actual salary offer will take into account multiple factors including skills, experience, education, and location.
• Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes equity and benefits.
• arenaflex offers a comprehensive benefits package, including:

+ Blue Shield medical plans with HMO (CA Only), PPO, and HDHP options (including an HSA). + FSA and Dependent Care FSA. + Guardian dental and vision coverage. + UNUM packages including life insurance, AD&D, disability benefits, and employee-paid options like accident, hospitalization, and critical illness coverage. + 100% match of Empower Retirement contributions up to 4% after just three months. + Student Loan Retirement Match. + Wellness perks, including Headspace, ClassPass memberships, and a robust EAP. + Nationwide pet insurance. + 17 paid holidays. + Flex PTO. + Travel assistance.

Why Join arenaflex?

* arenaflex is a fast-growing company with a mission to declare #DeathToPlastic.

• We offer a comprehensive benefits package and a fun, dynamic work environment.
• Our team is passionate about making a difference in the world and we're looking for like-minded individuals to join us.
• arenaflex is committed to diversity, equity, and inclusion and we welcome applications from all qualified candidates.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional support to our DSD West Region clients, please submit your application through our company website at [www.arenaflex.com/pages/careers](http://www.arenaflex.com/pages/careers). Please note that arenaflex never seeks payment from job applicants and will never request a meeting via Skype. arenaflex recruiters will only reach out to candidates from an [email protected] email address. Apply for this job