Experienced Customer Service Representative - Supply Chain - HYBRID

Join arenaflex, a leading provider of on-site contract services, as we seek an experienced Customer Service Representative to join our dynamic team. As a key member of our Supply Chain department, you will be responsible for delivering exceptional customer service experiences, driving continuous improvement, and collaborating with internal partners to meet customer expectations and needs.

About arenaflex

arenaflex is a privately held company with a rich history dating back to 1976. Founded by Robert L. Wilson, we have evolved into a thriving family of companies offering a range of services, including Consulting, Professional Engineering, Industrial Maintenance, and Contracted Manufacturing. Our mission is to provide "Flexible Service by applying the talents of our people, work processes, and technology to meet our clients' expectations in a Safe, Responsible, and Dependable manner." We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, religion, sex, national origin, age, disability, or genetics.

Position Details

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Job Type:

Contract

Location:

Westlake, OH (Hybrid - In-office M-W, Remote Thursday and Friday)

Benefits:

401K, Medical, Dental, Vision

Compensation:

$24 - $28.00 per hour

Overview

As an Experienced Customer Service Representative - Supply Chain - HYBRID, you will be responsible for delivering an exceptional customer service experience by being fully accountable for the end-to-end customer journey. You will collect feedback to drive continuous improvement, act as a single point of contact for current and new customers, and collaborate with internal partners to meet customer expectations and needs.

Key Responsibilities

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Accountable for Customer Facing Activities:

Act as a single point of contact for customers, adopting a customer-centric mindset within day-to-day interactions. Set and meet expectations, provide a stress-free experience, and maintain a positive and professional demeanor.

Run OTC and Customer Service Management:

Focus on customer interaction-related activities, including inbound and outbound interactions.

Voice of Customer:

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 supply, commercial, and application inquiries, collecting feedback, and identifying opportunities to drive customer satisfaction.

Customer Relationship Management (CRM) Data:

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.

Customer Service Experience Operations:

Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Handle customer cases and deal with complex queries to minimize disruption and downtime.

Collaboration:

Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain) via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities.

Customer Experience Implementation:

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.

Continuous Improvement:

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.

Performance Management:

Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness. Use KPIs, performance management systems, and reports to improve personal performance.

Supporting Systems:

Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal and external use).

Time Management & Activities Planning:

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.

Compliance:

Comply with company Corporate Standards, Global SHE and Sustainability requirements.

Essential Qualifications

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Education:

High School Diploma

Experience:

2-5 years of experience in Customer Service, Supply Chain, or Sales

Customer Facing Operations:

Experience in customer-facing operations, including customer service, sales, or order-to-cash process knowledge

Cloud-Based Solutions:

Experience with cloud-based solutions, including Service Cloud, ERP systems (SAP), and IT applications

Supply Chain Understanding:

Understanding of supply chain principles and practices

Communication Skills:

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal partners

Preferred Qualifications

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Bachelor's Degree:

Bachelor's degree in Business Administration, Marketing, or a related field

Certifications:

Relevant certifications, such as CRM or customer service certifications

Language Skills:

Proficiency in multiple languages, including English and Spanish

Skills and Competencies

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Customer Service:

Excellent customer service skills, with the ability to provide a high-quality service experience

Communication:

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal partners

Problem-Solving:

Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions

Time Management:

Excellent time management skills, with the ability to prioritize tasks and meet deadlines

Teamwork:

Strong teamwork skills, with the ability to collaborate with internal partners to meet customer expectations and needs

Adaptability:

Ability to adapt to changing priorities and deadlines, with a flexible and positive attitude

Career Growth Opportunities and Learning Benefits

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Professional Development:

arenaflex offers a range of professional development opportunities, including training programs, mentorship, and career advancement opportunities

Learning and Development:

arenaflex provides a supportive learning environment, with access to online training resources, workshops, and conferences

Career Advancement:

Opportunities for career advancement, with a clear career path and opportunities for growth and development

Work Environment and Company Culture

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Hybrid Work Arrangement:

arenaflex offers a hybrid work arrangement, with in-office work on Monday, Tuesday, and Wednesday, and remote work on Thursday and Friday

Collaborative Culture:

arenaflex has a collaborative culture, with a focus on teamwork, communication, and mutual respect

Diverse and Inclusive:

arenaflex is committed to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment

Compensation, Perks, and Benefits

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Competitive Compensation:

arenaflex offers a competitive compensation package, with a salary range of $24 - $28.00 per hour

Benefits:

arenaflex provides a range of benefits, including 401K, medical, dental, and vision insurance

Perks:

arenaflex offers a range of perks, including flexible work arrangements, professional development opportunities, and a supportive work environment

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional customer service experiences, we encourage you to apply for this exciting opportunity. Join arenaflex and be part of a dynamic team that is committed to providing flexible service to our clients. Apply today and take the first step towards a rewarding career with arenaflex! Apply for this job