Remote Customer Service Representative – Order Management, Exception Handling & Freight Claims Specialist (Fully Remote)

About arenaflex

arenaflex is a dynamic, technology‑driven organization that delivers innovative solutions to a global network of manufacturers, distributors, and retailers. Our mission is to empower businesses with seamless order fulfillment, reliable logistics, and exceptional customer experiences. As a market leader in supply‑chain enablement, arenaflex invests heavily in cutting‑edge ERP platforms, data analytics, and a culture that celebrates continuous improvement. We are proud of our reputation for integrity, safety, and a collaborative environment where every employee can thrive, whether they work from a bustling office hub or from the comfort of their home office.

Why This Role Matters

In today’s fast‑paced e‑commerce and B2B landscape, the ability to process orders accurately, resolve exceptions swiftly, and manage freight claims efficiently is a competitive advantage. As a Remote Customer Service Representative at arenaflex, you will be the front line of our order‑to‑cash cycle, ensuring that customers receive the right products on time, that any hiccups are turned into opportunities for delight, and that our logistics partners are held accountable. Your work will directly impact customer satisfaction scores, revenue integrity, and the overall reputation of arenaflex as a trusted partner.

Key Responsibilities

• Order Entry & Accuracy: Enter sales orders daily with a target error rate of no more than two mistakes per month, guaranteeing data integrity across the ERP system.
• New Client Onboarding: Set up new client accounts, configure pricing, and ensure all necessary documentation is captured to enable smooth order processing.
• Exception Call Management: Respond to exception calls, diagnose issues, and coordinate with internal teams to resolve problems promptly.
• Sales Support: Provide timely assistance to sales representatives, including order status updates, product availability checks, and documentation preparation.
• Standing Order Administration: Create initial standing orders, maintain ongoing orders, manage holds, releases, and additions, while adhering to the same strict error‑rate metrics.
• Exception Processing: Log exceptions into the Case module, generate credit memos, file freight claims, issue call tags, follow defective‑product procedures, and arrange reshipments as required.
• Freight Claims Management: Process freight claims, dispute charges, pursue payment from carriers, and maintain accurate claim paperwork.
• Compliance & Safety: Follow OSHA and all internal safety guidelines; demonstrate a flawless safety record with no serious injuries in the past year.
• Core Values Alignment: Live arenaflex’s core values and purpose in every interaction, from internal meetings to customer touchpoints.
• Attendance & Punctuality: Attend all scheduled meetings, missing no more than 10% annually, and clock in/out with a maximum of one error per month.
• Team Collaboration: Actively demonstrate teamwork, share knowledge, and support colleagues across departments.
• Stress Management: Effectively manage workload pressures, meet deadlines, and maintain composure during high‑volume periods.
• Policy Adherence: Follow all company policies and procedures, ensuring a clean record with no verbal or written warnings during the evaluation period.

Essential Qualifications

• Minimum of 2 years’ experience in a relationship‑building customer service environment, preferably handling tangible products.
• Demonstrated ability to maintain high accuracy while entering large volumes of data.
• Strong verbal and written communication skills, with a focus on professionalism and empathy.
• Proven track record of adhering to safety standards and company policies.
• Ability to work independently in a remote setting while staying aligned with team goals.
• Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook).
• High school diploma or equivalent; further education is a plus.

Preferred Qualifications

• 1+ year of experience using ERP systems, specifically Epicor or comparable platforms.
• Familiarity with freight claim processes and logistics terminology.
• Experience handling standing orders, recurring billing, or subscription‑type accounts.
• Certification or training in customer service excellence (e.g., HDI, COPC).
• Exposure to OSHA safety protocols or similar regulatory frameworks.

Core Skills & Competencies

• Detail‑Oriented: Ability to spot inconsistencies and correct them before they become issues.
• Dedicated & Reliable: Consistently meets attendance, punctuality, and performance metrics.
• Team Player: Works well within cross‑functional teams, sharing insights and supporting peers.
• Problem Solver: Quickly identifies root causes of exceptions and implements effective solutions.
• Self‑Starter: Takes initiative to improve processes without waiting for direction.
• Adaptability: Thrives in a fast‑changing environment, handling multiple priorities with composure.
• Technical Acumen: Comfortable navigating ERP interfaces, case management tools, and online collaboration platforms.
• Customer‑Centric Mindset: Prioritizes the customer experience, turning challenges into opportunities for delight.

Career Growth & Learning Opportunities

arenaflex is committed to the professional development of every team member. As a Remote Customer Service Representative, you will have access to a robust learning portal featuring courses on advanced ERP functionalities, logistics management, and leadership development. High performers are encouraged to pursue internal career pathways, such as Senior Customer Service Analyst, Operations Coordinator, or even roles within our Sales Enablement and Process Improvement teams. Regular mentorship sessions, quarterly skill‑building workshops, and a clear promotion framework ensure that your career trajectory is both visible and attainable.

Work Environment & Culture at arenaflex

Our remote workforce is supported by a collaborative digital ecosystem that includes video‑conferencing, instant messaging, and shared document repositories. arenaflex values work‑life balance; you will enjoy flexible scheduling, a results‑oriented performance model, and a supportive community that celebrates achievements through virtual town halls, recognition programs, and wellness initiatives. Diversity, equity, and inclusion are woven into the fabric of our culture—every voice is heard, and every employee is empowered to bring their authentic self to work.

Compensation, Benefits & Perks

arenaflex offers a competitive salary package aligned with market standards for remote customer service roles. In addition to base pay, you may be eligible for performance‑based bonuses, health, dental, and vision insurance, a 401(k) plan with company match, paid time off, and a stipend for home‑office equipment. Other perks include:

• Monthly wellness allowance for fitness or mental‑health resources.
• Professional development budget for certifications and courses.
• Employee assistance program (EAP) for personal and family support.
• Virtual social events, team‑building activities, and an annual company retreat (optional attendance).
• Recognition awards that celebrate accuracy, teamwork, and innovation.

How to Apply

If you are ready to bring your meticulous attention to detail, passion for customer service, and drive for continuous improvement to a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and become a valued member of the arenaflex family.

Apply Job!

Join arenaflex and Make an Impact

At arenaflex, your contributions are more than just tasks—they are integral to the success of our customers and the growth of our business. We invite you to embark on a rewarding remote career where precision, teamwork, and a commitment to excellence are celebrated every day. Apply today and start shaping the future of order management and customer experience with arenaflex.