Experienced Full Stack Customer Care Representative – Key Account Management

At arenaflex, we're on a mission to make food systems safer, healthier, and more sustainable. As a trusted partner, we offer a wide range of testing and innovative solutions dedicated to preventing health risks related to food, environment, and consumer goods. With a global network in 27 countries and over 40 acquisitions completed in the last 10 years, we're a fast-growing company with significant build-up opportunities. If you're passionate about contributing to an inspiring long-term purpose and growing in an entrepreneurial and warm environment, join us!

Your Day-to-Day Life

We're looking for an Experienced Full Stack Customer Care Representative – Key Account Management to join our team in Chicago, IL. As a key member of our customer care team, you'll be the primary interface for our customers, responsible for setting up and welcoming them, ensuring proper and timely communications, and resolving issues. You'll serve as the single point of contact for customer care, acting as the liaison between customers and our labs, technical sales managers, key account managers, and other functions as needed.

Key Responsibilities

* Provide exceptional customer service while following arenaflex's policies and best practices

• Build strong relationships with customers, understanding their business, markets, and business issues
• Collaborate with internal teams to ensure effective execution of tasks, exchange of information, and teamwork in daily operations
• Proactively review customer accounts, relay changes to sales partners, and assist in communication/resolution of invoicing issues
• Contact customers with information regarding test results that will be late or are out-of-specification and document all customer interactions in the CRM system
• Assist in customer complaint handling and investigation of customer complaints in accordance with company Quality policy and SOPs
• Maintain customer information in arenaflex's databases
• Identify cross-selling and/or other customer intelligence to create new opportunities for existing customers
• Participate in annual training certification to maintain working knowledge of tools required to perform the job
• Support corporate quality and proactively participate in continuous improvement initiatives in the department

Qualifications Required

* Five (5) plus years of experience in a customer service role in the food, beverage, or supplement industry with a BS/BA degree or equivalent work experience

• Advanced knowledge of food or supplement testing methods or scientific processes obtained from a degree in Food Science, Microbiology, Chemistry, or direct relevant laboratory experience
• Incumbent must be able to effectively communicate information related to testing methods and results to customers
• Advanced knowledge of laboratory information management systems (LIMS), enterprise resource planning (ERP) / customer relationship management (CRM) software systems
• Advanced knowledge of personal computer operation, including spreadsheet, word processing, and relational database experience
• Intermediate interpersonal skills for building and maintaining relationships within the organization and with external customers
• Exceptional verbal and written communication skills to interact with customers and colleagues
• Multi-tasking, prioritization, superior follow-up skills, and attention to detail are required for success in this role

Qualifications Desired

* A general knowledge of food or supplement testing methods or scientific processes obtained from a degree in Food Science, Microbiology, Chemistry, or direct relevant laboratory experience

• Experience in food or supplement processing or quality assurance is beneficial in this role

Skills and Competencies Required

* Ability to provide the highest quality experience to all customers of arenaflex

• Analytical and problem-solving skills to determine the optimal course of action within guidelines set by customer service management and the Key Account Manager
• Ability to 'think on their feet' and make quick, accurate decisions
• Information must be accurate and current to provide quality service to the customer
• Unique or difficult problems often require advice or guidance from the Key Account Manager prior to communicating with the customer
• Resolution of problems often requires independent research and/or interaction with operations, key account manager, or quality personnel prior to final communication with the customer

Work Environment and Company Culture

* The position works in an administrative office or laboratory environment

• Occasional exposure to laboratory fumes, chemical, and materials may occur and protective laboratory coat and safety glasses must be worn when visiting laboratory facilities
• Physical dexterity is necessary to effectively manipulate a keyboard
• The incumbent can expect extended time spent in a sitting position
• This position is responsible for helping to create a professional and positive work environment

Travel

* Minimal travel is required (approx 10-15%)

Compensation and Benefits

* $65,000 - $75,000 per year

• Potential bonus: Up to 5% based on performance
• Comprehensive medical, dental, and vision insurance plans
• Generous paid time off (PTO) package to support work-life balance following state and local ordinances
• Optional 401(k) plan with employer matching contributions

Why Join Us?

* Contribute to an inspiring Public Health purpose, supported by long-term and visionary shareholders

• Have an impact on our strategic pillars that build on 50 years of experience and expertise
• Be part of a community of an enthusiastic and skilled group of people who love co-building together and serving a purpose bigger than them
• Grow in an international group of more than 8,200 fantastic team members, with plenty of opportunities to learn and share
• Be welcome as you are, in a diverse and open-minded environment that is rich in our singularities and differences

Ready for the journey? Apply now to join our team at arenaflex! Apply for this job