Experienced Customer Experience Specialist – Bridgewater, NJ at arenaflex

Join arenaflex, a leading global company shaping the future through innovation, sustainability, and collaboration. With our trusted brands and cutting-edge technologies, you'll have countless opportunities to explore new paths and grow. This position is with our Adhesive Technologies business unit, where we empower our people to transform industries and provide our customers with a competitive advantage through adhesives, sealants, and functional coatings.

About arenaflex

arenaflex is a global leader in the adhesive and sealant industry, with a rich history of innovation and commitment to sustainability. Our company is built on a foundation of trust, collaboration, and a passion for delivering exceptional customer experiences. We're proud to be a part of the arenaflex family, where you'll have the opportunity to make a real impact and grow your career.

Job Summary

We're seeking an experienced Customer Experience Specialist to join our team in Bridgewater, NJ. As a key member of our Adhesive Technologies business unit, you'll be responsible for delivering exceptional customer experiences, driving business growth, and contributing to the success of our organization. If you're a customer-centric professional with a passion for innovation and a drive to succeed, we encourage you to apply.

Key Responsibilities

* Accountable for customer-facing activities and customer experience, acting as a single point of contact for customers and adopting a customer-centric mindset within day-to-day interactions.

• Run Order-to-Cash (OTC) and Customer-Service-Mgt (CSM), focusing mainly on customer interaction-related activities (in/outbound).
• Contribute to the understanding of customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions.
• Build customer trust and relationships by supporting in supply, commercial, and application enquiries, collecting feedback, and identifying opportunities to drive customer satisfaction, including regular visits.
• Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and ensure that the organization has quality data to enable effective customer retention and business development activities.
• Schedule follow-up actions and provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
• Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities.
• Monitor and ensure delivery of other functions' commitments.
• Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing.
• Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows, or improve customer experience.
• Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness.
• Utilize customer service supporting systems and tools (SAP & Sales Force/Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Plan own activities on a daily, weekly, and monthly basis to ensure business continuity, enhance efficiencies, and improve customer satisfaction.
• Actively participate in team meetings to align priorities.
• Comply with arenaflex Corporate Standards, Global SHE, and Sustainability requirements.

What Makes You a Good Fit

* Education: Minimal education required for the position is a High School Diploma, with a Bachelor's Degree preferred.

• Work Experience: Minimal work experience required is 2-5 years of experience in Customer Service / Supply Chain / Sales.
• Previous Experience: Recommended experience includes:

+ Customer-facing operations (i.e., Customer Service, Sales) in manufacturing. + Order-to-cash process knowledge. + Cloud-based solutions (i.e., Service Cloud) / ERP systems (i.e., SAP) / IT applications. + Supply Chain understanding.

Benefits of Joining arenaflex

* Health Insurance: Affordable plans for medical, dental, vision, and wellbeing starting on day 1.

• Work-Life Balance: Paid time off including sick, vacation, holiday, and volunteer time, flexible and hybrid work policies (depending on role), and vacation buy/sell program.
• Financial: 401k matching, employee share plan with voluntary investment and arenaflex matching shares, annual performance bonus, service awards, and student loan reimbursement.
• Family Support: 12-week gender-neutral parental leave (up to 20 weeks for parents giving birth), fertility support, adoption & surrogacy reimbursement, discounted child and elderly care, and scholarships.
• Career Growth: Diverse national and international growth opportunities, access to thousands of skills development courses, and tuition reimbursement.

Compensation and Benefits

The salary for this role is $60,000.00 - $65,000.00 per year. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range and this range. This salary range may also be modified in the future.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

How to Apply

If you're a motivated and customer-centric professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

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