Experienced Customer Success Representative II – Irvine, CA at arenaflex

Join arenaflex, a leading innovator in the action sports and lifestyle industry, as we continue to revolutionize the way we serve our customers. As a Customer Success Representative II, you will play a vital role in delivering exceptional support to our sales representatives, customers, and internal stakeholders.

About arenaflex

arenaflex is a dynamic and forward-thinking company that has been at the forefront of the action sports and lifestyle industry for decades. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner for our customers. With a strong focus on employee development and a culture that values teamwork, creativity, and continuous learning, arenaflex is the perfect place for professionals who are passionate about delivering exceptional customer experiences.

Job Summary

As a Customer Success Representative II, you will be responsible for providing sales support, customer service, and managing orders for an assigned territory of sales representatives and arenaflex Authorized Wholesale Dealers. You will also provide support to arenaflex E-Commerce consumers during peak support periods. This role requires a high level of product knowledge, excellent communication skills, and the ability to work well in a fast-paced environment.

Key Responsibilities

* Support inbound calls, email, and chat from sales representatives and customers; self-manage schedule and coordinate call backs or offline work mode in collaboration with your manager

• Manage all support requests for your assigned territory within Service Level Agreements and provide overflow support for other territories when required to help the team achieve daily service goals
• Traditional support requests include, but are not limited to:

+ Order entry support + Order status + Order adjustments + Delivery block management + Backorder inquiries + Stock checks + Quotes + Warranty claims + Return requests + Invoice inquiries

• Proactively manage open orders to help our sales team focus on selling and not operations; ensure timely conversion of orders to our distribution centers in accordance with allocation and fulfillment guidelines
• Familiarization with all sales and promotions to ensure all orders are priced accurately prior to shipping
• Collaborate with Accounts Receivable to release orders in accordance with our credit management policies; correspond with dealers on credit card and open account application requests
• Partner with sales to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
• Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
• Assess customer needs and opportunities; suggest how we can meet these requirements to help our customers be successful with arenaflex and Shift products
• Attain an intricate level of Product Knowledge and a working knowledge of arenaflex and Shift Brands, History, Image, Mission, and Values
• Support outbound call campaigns, lead generation, and sales programs as required

Competencies

* Goal-oriented, outgoing, motivated, persuasive, able to multi-task and possess a desire to learn

• Ability to work well both independently and as part of a team
• Pleasant personality, professional phone manner and the ability to prioritize tasks is essential
• Excellent communication skills including active listening
• Service-oriented and able to resolve customer grievances
• Proficient computer skills with the ability to learn new software

Supervisory Responsibilities

* None

Work Environment

* This job operates from the Irvine Headquarters

• Work from Home/Remote – temporary

Minimum Education and Experience Required

* A minimum of 2-3 years customer service, inside sales, or retail sales experience is required

• Computer proficiency in Excel, Word and Outlook with strong interpersonal skills required
• Working knowledge of SAP operating system is a plus
• Previous experience with ZenDesk or similar CRM systems is a plus
• Experience within the MX, Bike and Action Sports Lifestyle Industry is a plus

Physical Demands

* Sitting long periods of time

• Significant manual dexterity for keying in data for long periods of time
• The ability to lift 25-30 pounds when supporting merchandising or promotional programs

Expected Hours of Work

* 40 hours per week

• Availability: 6:00am – 6:00pm depending on shift assignment, territory, and business needs

Travel

* Not required; ability to travel with sales representatives may be available

Other Duties

* Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Compensation and Benefits

arenaflex offers a competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer opportunities for professional growth and development, as well as a fun and dynamic work environment.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. Apply for this job