Experienced Customer Contact Representative Lead – Deliver Exceptional Customer Service and Lead a High-Performing Team at arenaflex

About arenaflex

arenaflex is a leading provider of innovative solutions in the food industry, dedicated to delivering exceptional customer service and support. As a Customer Contact Representative Lead, you will play a vital role in driving customer satisfaction and leading a high-performing team to achieve our goals.

Job Summary

We are seeking an experienced Customer Contact Representative Lead to join our team at arenaflex. As a subject matter expert, you will provide leadership and guidance to our Customer Contact Representatives, ensuring they have the tools and support needed to deliver exceptional customer service. You will work closely with our Customer Contact Manager to identify coaching and improvement opportunities, and collaborate with internal departments to improve the customer experience.

Key Responsibilities

• Mentor, advise, and lead team members in their journey to best support the team's activities and goals.
• Provide real-time feedback to peers, including communications and necessary support.
• Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to arenaflex's process, products, policies, and procedures, and tools.
• Take escalations from your team and support other internal department resources when needed.
• Review and present daily metric and communication updates and daily huddle announcements.
• Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns.
• Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support. Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline.
• Participate in cross-company projects to improve and optimize the customer's experience.
• Conduct analysis to produce customer-specific reports or activities as contractually required.
• Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement.
• Approve service recovery requests as back-up support to Manager and provide guidance to peers.
• Promote a positive and friendly environment supporting good morale and cooperation.
• Help identify trending issues among customers, team members, products, and services from interactions with customers.
• As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting, or other team responsibilities.
• Provide other business support to Sellers as requested.

Supervision

This role does not have direct supervision.

Relationships

This role will have internal relationships with Sales, Operations, Merchandising, and Shared Business Services, as well as external relationships with US Foods customers and vendors.

Qualifications

To be successful in this role, you will need:

• Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience.
• Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice/distribution experience preferred. Experience working virtually (i.e., from home).
• Tasks:
• Ability to communicate with customers and team through various channels.
• Acknowledge and resolve customer escalations or complaints.
• Assist Manager with team support as necessary.
• Product knowledge to support customer needs.
• Initiate and resolve requests for customer or organizational reporting.
• Coach and mentor colleagues as necessary.
• Ensure customer satisfaction and provide professional customer support.
• Organize and coordinate schedules.
• Knowledge/Skills/Abilities:
• Professional leadership skills; someone who leads by example.
• Excellent written and verbal communication skills.
• Able to take direction and quickly learn new procedures, processes, product information.
• Open to feedback, believing in a culture of continuous improvement working toward individual and department goals.
• Comfortable navigating technology, phone systems, and tools.
• Strong attention to detail, multi-tasking, and time-management skills.
• Detail-oriented with strong critical thinking ability to quickly define problems and reach valid conclusions.
• Exceptional ability to collaborate with customers, vendors, and internal partners.
• Customer service orientation and ability to adapt and respond to different personalities.
• Advanced knowledge of Microsoft applications, Salesforce.com experience.

Compensation and Benefits

arenaflex offers a competitive salary, ranging from $23.00 to $27.00 per hour, depending on location and experience. This role is also eligible for overtime compensation. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.

Career Growth Opportunities and Learning Benefits

As a Customer Contact Representative Lead at arenaflex, you will have opportunities to develop your leadership skills, work with a talented team, and contribute to the success of our customers. We offer a range of training and development programs to help you grow in your career and achieve your goals.

Work Environment and Company Culture

arenaflex is a remote-friendly company, with a flexible work environment that allows you to work from home or in one of our regional locations. We value work-life balance, diversity, and inclusion, and strive to create a positive and supportive work environment for all our employees.

How to Apply

If you are a motivated and customer-focused individual with a passion for leadership, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information].

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide opportunities for career growth and development for all our employees.