At arenaflex, we are dedicated to nourishing people and the planet through our commitment to quality, innovation, and customer satisfaction. As a key member of our team, the Experienced Customer Service & E-Commerce Supervisor will play a vital role in supporting the Customer Service & E-Commerce programs, driving safety, quality, and exceptional customer experience in our stores. If you are a motivated and results-driven leader with a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity.
**Job Summary:**
As a Customer Service & E-Commerce Supervisor, you will be responsible for leading the Customer Service & E-Commerce programs in your assigned store, focusing on driving safety, quality, and exceptional customer experience. You will monitor key performance indicator metrics and visual cues in-store to assess the Team's performance in these areas. Your daily operations will include managing capacity, labor utilization, adherence to pick processes, and drop of task execution for E-Commerce, as well as cash management, customer demand management, labor utilization, and execution of store processes for Customer Service. As a Supervisor, you will support the Team Leader in leading and developing Team Members, promoting arenaflex's core values, Leadership Principles, and goals.
**Key Responsibilities:**
* Deliver outstanding customer experience and hold all Team Members accountable for delivering exceptional customer service.
* Establish clear expectations for balancing in-store customer service and completing online orders.
* Monitor in-store and online customer flow, assigning customer service-related and online order completion tasks to balance the needs of all customers.
* Seek awareness of relevant competitors and industry trends to stay ahead of the curve.
* Ensure an effective and efficient response to customer questions, requests, and/or concerns.
* Support collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, such as Amazon delivery drivers.
* Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
* Maintain Team Member safety and security standards.
* Ensure compliance with relevant regulatory rules and standards.
* Develop, coach, mentor, and motivate Team Members in a manner that sustains a high-performing Team and minimizes turnover.
* Maintain cleanliness of workspaces, including staging areas and coolers.
* Maintain security of equipment, such as MSRs, phones, and currency counters.
* Proactively identify process improvement opportunities to drive operational excellence.
* Consistently communicate and model arenaflex's core values, Leadership Principles, and support goals.
**Essential Qualifications:**
* 12+ months retail experience
* Ability to perform task management, balancing dynamic customer flows
* Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance)
* Excellent interpersonal, motivational, team building, and customer relationship skills
* Capable of teaching others in a positive and constructive manner
* Proficient with email, Microsoft Office, and operations-related applications
**Preferred Qualifications:**
* Experience in a supervisory or leadership role
* Knowledge of E-Commerce and customer service operations
* Familiarity with arenaflex's core values, Leadership Principles, and goals
**Physical Requirements/Working Conditions:**
* Must be able to lift 50 lbs.
* In an 8-hour workday: standing/walking 6-8 hours.
* Hand use: Single grasping, fine manipulation, pushing, and pulling.
* Work requires the following motions: bending, twisting, squatting, and reaching.
* Exposure to FDA-approved cleaning chemicals.
* Exposure to temperatures <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), and >90 degrees Fahrenheit.
* Ability to work in a wet and cold environment.
* Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
* Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.
**What We Offer:**
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure success
* A chance to make a difference in the lives of our customers and Team Members
**How to Apply:**
If you are a motivated and results-driven leader with a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
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**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
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