Join arenaflex, a community of food people dedicated to delivering exceptional customer experiences and innovative solutions in the food industry. As an Experienced Customer Contact Representative Lead, you will play a vital role in supporting our customers and sellers, ensuring timely resolutions to their requests, and providing top-notch service quality. This hybrid role combines approximately 90% remote work and 10% onsite presence at our regional locations, offering the perfect blend of flexibility and collaboration.
**About arenaflex**
arenaflex is a leading food industry company that has been serving customers for decades. Our mission is to provide innovative solutions, exceptional customer service, and a wide range of products to meet the evolving needs of our customers. We are committed to building strong relationships with our customers, partners, and employees, and we strive to create a positive and inclusive work environment that fosters growth and development.
**Key Responsibilities**
As an Experienced Customer Contact Representative Lead, you will be responsible for:
* Mentoring, advising, and leading team members to ensure they have the necessary skills and knowledge to deliver exceptional customer service.
* Serving as a subject matter expert, responding to immediate needs and questions related to arenaflex's processes, products, policies, and procedures.
* Escalating issues from your team and supporting internal department resources as needed.
* Reviewing and presenting daily metric and communication updates, as well as daily huddle announcements.
* Providing thorough customer and order solution options to customers and contact representatives, and addressing immediate needs to support customers' challenges and concerns.
* Working closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support.
* Participating in cross-company projects to improve and optimize the customer experience.
* Conducting analysis to produce customer-specific reports or activities as contractually required.
* Assisting 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.
* Approving service recovery requests as back-up support to Manager and providing guidance to peers.
* Promoting a positive and friendly environment that supports good morale and cooperation.
* Helping identify trending issues among customers, team members, products, and services from interactions with customers.
* Providing support to team members in answering calls, answering emails or contacts, assisting with customer business activity, customer reporting, or other team responsibilities.
* Providing other business support to Sellers as requested.
**Supervision**
This role has no direct supervision responsibilities.
**Relationships**
Internal:
* Sales
* Operations
* Merchandising
* Shared Business Services
External:
* arenaflex Customers and vendors
**Qualifications**
* 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.
* Ability 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 competitive compensation and benefits, including:
* Hourly pay rate: $23.00 - $27.00 per hour, depending on location and experience.
* Schedule: Monday - Friday.
* Benefits: Health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance.
* Eligibility for overtime compensation.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates.
**How to Apply**
If you are a motivated and experienced customer service professional looking for a new challenge, please apply to this role through our website. We look forward to hearing from you!
Apply Job!
Apply for this job