Experienced Customer Service Manager – Driving Operational Excellence and Team Leadership

At arenaflex, we're passionate about delivering exceptional customer experiences and empowering our employees to grow and thrive in a dynamic and inclusive workplace. With a rich portfolio of beloved brands, we have a unique opportunity to be there for every moment in our consumers' lives. Join us as we continue to innovate, challenge the status quo, and pioneer new ideas. As a Customer Service Manager at arenaflex, you'll play a critical role in driving operational excellence and leading a high-performing team. You'll be responsible for providing overall leadership to the Customer Solution team, collaborating closely with cross-functional business partners, and driving efficiencies and minimizing waste and complexities in the Order-to-Cash (O2C) process.

About arenaflex

arenaflex is a leading global food and beverage company with a rich history of innovation and commitment to excellence. We're proud to be a part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates individual achievements. Our supportive and collaborative environment encourages bold ambitions and continuous learning, empowering everyone to grow and thrive.

Job Summary

The Customer Service Manager will provide overall leadership to the Customer Solution team, driving operational excellence and minimizing waste and complexities in the O2C process. This role will collaborate closely with cross-functional business partners, including the Center of Competence (CoC) and the Center of Scale (CoS), to increase standardization and shareability opportunities.

Key Responsibilities

*

Leadership

+ Manage and oversee all activities performed by the Customer Solution Analysts in the area of Demand Capture, Order Filter, Order Fulfillment, Returns and Refusals, and Billing processes within defined Service Level Agreement (SLA) + Lead the Customer Solution team to ensure they provide the highest quality of service to customers as the primary point of contact for customers + Provide guidance on exception and escalation handling + Work closely with the CoC and CoS to increase standardization and shareability opportunities + Lead the team towards a continuous improvement mindset in partnership with the process optimization team in the CoC + Oversee target achievements, KPI, PPI, and Health Check attainments of the team and provide guidance for improvements

Operations

+ Monitor aging of open orders for exception management and escalation as necessary + Attend meetings addressing issues and insights from customer interaction data as well as escalations initiated by customers or other teams + Participate in cross-stream projects to identify continuous improvement opportunities based on problem-solving and root cause analysis + Participate in functional and cross-functional Operational Reviews with the Customer Solutions and Claims teams

People Development

+ Coach and develop direct reports, assess their readiness for new roles, and identify individual development plans + Manage performance of direct reports, including regular check-ins and performance evaluations

Requirements

*

Education

+ Undergraduate degree required

Experience

+ 5+ years of experience in Supply Chain (e.g., Order Management, Distribution, Inventory Management, Transportation, Demand and Supply Planning, etc.) or related O2C area

Skills

+ Strong leadership skills with proven ability to manage and develop individuals and teams effectively + Strong negotiation and collaboration skills to influence stakeholders at all levels within the organization + Strong project management skills beneficial + Strong and creative problem-solving skills + Excellent written and verbal communication skills + Excellent analytical aptitude with a proven ability to analyze/interpret data + Well-organized, methodical thinker with excellent decision-making skills + Proficiency in Microsoft Office applications (e.g., Word, Excel, Outlook) + Proficiency in SAP, BW, and Business Objects preferred + Ability to work in a fast-paced environment and handle multiple priorities + APICS certification (or progress toward certification) beneficial

What We Offer

*

Competitive Compensation and Benefits

+ arenaflex offers a comprehensive compensation package, including a competitive salary, bonus structure, and benefits program

Opportunities for Growth and Development

+ arenaflex is committed to helping you grow and develop your career, with opportunities for training, mentorship, and professional development

Inclusive and Supportive Work Environment

+ arenaflex is proud to be an inclusive workplace that celebrates individual differences and promotes a culture of respect, empathy, and understanding

Recognition and Rewards

+ arenaflex recognizes and rewards outstanding performance and contributions, with opportunities for bonuses, promotions, and career advancement

How to Apply

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. arenaflex is an affirmative action employer and is committed to providing equal employment opportunities to all applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Accommodations

If you require any special accommodations to participate fully in our recruitment experience, please contact us at [insert contact information]. We're committed to providing a fair and inclusive recruitment process for all candidates.

Review Our Applicant Privacy Notice

Before applying, please review our applicant privacy notice at [insert link]. We're committed to protecting your personal data and ensuring that you have a positive experience with our recruitment process. Apply for this job