Logistics Customer Service Representative – Senior Order Management, HVAC Solutions & Revenue Generation Specialist (Level 2)

About arenaflex – Pioneering Excellence in HVAC Logistics

arenaflex is a forward‑thinking leader in the heating, ventilation, and air‑conditioning (HVAC) industry, delivering high‑performance products and customized solutions to a nationwide network of distributors, contractors, and end‑users. Our commitment to reliability, innovation, and customer‑centric service has positioned us as a trusted partner for businesses that depend on timely, accurate, and knowledgeable support. As we continue to expand our market footprint, we are looking for dedicated professionals who thrive in a dynamic environment and are eager to make a measurable impact on our customers’ success.

Why This Role Matters

The Logistics Customer Service Representative – Level 2 at arenaflex serves as the critical bridge between our customers and internal teams. You will own the end‑to‑end order lifecycle, from purchase order intake to shipment delivery, while simultaneously driving revenue growth through proactive sales support. Your expertise will ensure that independent distributors and cash‑on‑delivery (COD) branches receive the attentive service they need to stay competitive, satisfied, and loyal.

Key Responsibilities

• Order Fulfillment & Management: Process new orders, edit existing ones, and track shipments to guarantee on‑time delivery. Monitor scheduled shipment dates, expedite urgent deliveries, and resolve any logistical bottlenecks.
• Customer Account Administration: Open and maintain detailed customer accounts, ensuring all contact information, pricing agreements, and discount structures are current and accurate.
• Product & Service Expertise: Educate customers on HVAC product terminology, features, benefits, and suitable substitutions. Provide guidance on part compatibility and service‑part alternatives.
• Collaborative Pricing Verification: Partner with Sales Managers to confirm discount eligibility, validate pricing tiers, and ensure compliance with promotional guidelines.
• Lead Generation & Revenue Support: Initiate prospect calls, respond to inbound inquiries, and nurture relationships that convert into qualified sales leads. Meet and exceed established sales quotas through phone‑based revenue generation.
• Return Materials Authorization (RMA) Processing: Handle RMAs, credit/debit adjustments, and damage claims with precision, documenting each step for audit readiness.
• Issue Resolution & Follow‑Up: Diagnose customer complaints, determine root causes, propose optimal solutions, and follow through to confirm satisfaction. Escalate complex matters to appropriate departments when necessary.
• Competitive Intelligence: Monitor market trends, competitor activities, and emerging HVAC technologies within your territory, sharing actionable insights with the sales and product teams.
• Reporting & Analysis: Compile regular reports on order status, customer feedback, and sales performance. Use data-driven analysis to recommend product enhancements or new service offerings.
• Team Collaboration: Contribute to cross‑functional initiatives, share best practices, and support teammates in achieving collective goals.

Essential Qualifications

• 3–6 years of customer service experience within the HVAC industry, demonstrating a deep understanding of product lines and market dynamics.
• High School diploma or GED equivalent; additional technical or trade certifications are a plus.
• Proven track record of meeting or exceeding sales quotas in a service‑oriented environment.
• Legally authorized to work in the United States without the need for employer‑sponsored sponsorship now or in the future.

Preferred Qualifications & Additional Skills

• Associate’s or Bachelor’s degree in Business, Supply Chain Management, or a related field.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and ERP systems for order processing.
• Advanced proficiency in Microsoft Office Suite, especially Excel for data analysis and reporting.
• Familiarity with logistics software, freight‑forwarding tools, and shipping carrier interfaces.

Core Competencies for Success

• Customer‑Centric Communication: Exceptional verbal and written skills, active listening, and the ability to convey technical information in clear, non‑technical language.
• Problem Solving & Conflict De‑Escalation: Ability to quickly diagnose issues, propose practical solutions, and maintain composure under pressure.
• Attention to Detail & Quality Focus: Meticulous data entry, accurate documentation, and a commitment to error‑free order processing.
• Organizational Mastery: Strong time‑management and prioritization capabilities to juggle multiple orders, inquiries, and sales activities simultaneously.
• Team Player & Results‑Driven Attitude: Collaborative mindset, willingness to share knowledge, and a relentless drive to meet business objectives.
• Ethical Judgment & Integrity: Consistent application of company policies, confidentiality, and a high standard of professional conduct.

Professional Development & Career Growth

arenaflex invests heavily in the growth of its people. As a Logistics Customer Service Representative, you will have access to:

• Comprehensive onboarding and continuous training on HVAC technology, logistics best practices, and advanced sales techniques.
• Mentorship programs pairing you with senior sales and operations leaders.
• Opportunities to pursue industry certifications (e.g., NATE, Certified Logistics Professional).
• Clear career pathways toward senior customer service management, sales operations, or regional account management roles.

Work Environment & Culture at arenaflex

Our workplace is built on a foundation of respect, inclusivity, and collaboration. We celebrate diversity and encourage every team member to bring their authentic selves to work. Key cultural pillars include:

• Innovation: We continuously explore new technologies and processes to stay ahead of HVAC market trends.
• Customer Obsession: Every decision is guided by the goal of exceeding customer expectations.
• Team Empowerment: Open communication channels, cross‑functional projects, and recognition programs fuel a high‑energy environment.
• Work‑Life Balance: Flexible scheduling options and remote‑work possibilities for eligible functions.

Compensation, Benefits & Perks

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses tied to sales and service metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching contributions.
• Paid time off (PTO), holidays, and paid sick leave.
• Employee assistance program (EAP) and wellness initiatives.
• Tuition reimbursement and professional development stipend.
• Company‑provided technology (laptop, phone) and a modern, ergonomic workspace.

Reporting Structure

You will report directly to the Manager, Customer Service/Order Services, collaborating closely with Sales Managers, Logistics Coordinators, and the Finance team to ensure seamless order execution and customer satisfaction.

How to Apply

If you are a motivated, detail‑oriented professional with a passion for delivering outstanding HVAC logistics support and driving sales growth, we invite you to join the arenaflex family. Click the link below to submit your application and embark on a rewarding career where your contributions truly matter.

Apply for the Logistics Customer Service Representative – Level 2 Position

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.