Experienced Customer Service Representative – Supply Chain Focus – HYBRID

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a key member of our team, you'll play a vital role in driving customer satisfaction and loyalty through your expertise in supply chain and customer service. If you're passionate about delivering top-notch service and have a knack for building strong relationships, we want to hear from you!

About arenaflex

arenaflex is a leading provider of on-site contract services, offering a range of solutions to meet the diverse needs of our clients. With a strong focus on customer satisfaction and a commitment to excellence, we've built a reputation as a trusted partner in the industry. Our team is dedicated to delivering flexible services that meet our clients' expectations in a safe, responsible, and dependable manner.

Position Details

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Job Type:

Contract

Location:

Westlake, OH (Hybrid – In-office M-W, Remote Thursday and Friday)

Benefits:

401K, Medical, Dental, Vision

Compensation:

$24 - $28.00 per hour

Overview

As a Customer Service Representative – Supply Chain Focus, you'll be responsible for delivering an exceptional customer experience by being fully accountable for the end-to-end customer journey. You'll collect feedback to drive continuous improvement and serve as the single point of contact for current and new company customers. Your expertise in supply chain and customer service will enable you to interact and collaborate internally with relevant departments to meet customer expectations and needs.

Key Responsibilities

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Accountable for Customer Facing Activities:

Act as a single point of contact for customers, adopting a customer-centric mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive and professional demeanor).

Run OTC and Customer Service Management:

Focus on customer interaction-related activities (in/outbound) and contribute to the understanding of customer segments, trends, needs, and expectations by reporting and providing feedback on client interactions.

Voice of Customer:

Build customer trust and relationship by supporting in supply, commercial, and application enquiries, collecting feedback, and identifying opportunities to drive customer satisfaction, including regular visits.

Customer Relationship Management (CRM) Data:

Enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Service Experience Operations:

Provide a quality service to customers while identifying opportunities to secure new business or support retention via customer interaction. Responsibilities may include handling customer cases and dealing with complex queries to minimize disruption and downtime.

Collaboration:

Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities.

Customer Experience Implementation:

Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.

Continuous Improvement:

Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows, or improve customer experience.

Performance Management:

Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use KPIs, performance management systems, and reports to improve personal performance.

Supporting Systems:

Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).

Time Management & Activities Planning:

Plan own activities on a daily, weekly, and monthly basis to ensure business continuity, enhance efficiencies, and improve customer satisfaction. Actively participate in team meetings to align priorities.

Compliance:

Comply with company Corporate Standards, Global SHE and Sustainability requirements.

Essential Qualifications

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Education:

High School Diploma

Experience:

2-5 years of experience in Customer Service, Supply Chain, or Sales

Customer Facing Operations:

Experience in customer-facing operations, including customer service, sales, or order-to-cash process knowledge

Cloud-Based Solutions:

Familiarity with cloud-based solutions, such as Service Cloud, and ERP systems, such as SAP

Supply Chain Understanding:

Strong understanding of supply chain principles and practices

Preferred Qualifications

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Bachelor's Degree:

Bachelor's degree in Business Administration, Supply Chain Management, or a related field

Certifications:

Relevant certifications, such as Certified Supply Chain Professional (CSCP) or Certified Customer Service Representative (CCSR)

Language Skills:

Proficiency in multiple languages, including English and Spanish

Skills and Competencies

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Communication:

Excellent verbal and written communication skills

Problem-Solving:

Strong problem-solving and analytical skills

Collaboration:

Ability to work collaboratively with internal partners and stakeholders

Time Management:

Strong time management and prioritization skills

Adaptability:

Ability to adapt to changing priorities and deadlines

Customer Service:

Excellent customer service skills, with a focus on building strong relationships and delivering exceptional experiences

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Representative – Supply Chain Focus, you'll have opportunities to:

Develop Your Skills:

Participate in training programs and workshops to develop your skills and knowledge in customer service, supply chain, and related areas.

Take on New Challenges:

Take on new responsibilities and challenges to grow your career and contribute to the success of our team.

Collaborate with Colleagues:

Work collaboratively with colleagues from diverse backgrounds and industries to share knowledge and best practices.

Contribute to Continuous Improvement:

Contribute to continuous improvement initiatives to enhance operational efficiencies, streamline workflows, and improve customer experience.

Work Environment and Company Culture

At arenaflex, we're proud of our inclusive and supportive work environment. Our team is dedicated to delivering exceptional customer experiences and working collaboratively to achieve our goals. We offer a range of benefits and perks, including:

Flexible Work Arrangements:

Hybrid work arrangement, with in-office days (M-W) and remote workdays (Thursday and Friday)

Competitive Compensation:

Competitive hourly rate, with opportunities for growth and advancement

Benefits:

Comprehensive benefits package, including 401K, medical, dental, and vision insurance

Professional Development:

Opportunities for training, development, and career growth

Collaborative Culture:

Inclusive and supportive work environment, with a focus on teamwork and collaboration

Compensation, Perks, and Benefits

We offer a competitive hourly rate, with opportunities for growth and advancement. Our comprehensive benefits package includes:

401K:

Employer-matched 401K plan

Medical:

Comprehensive medical insurance

Dental:

Dental insurance

Vision:

Vision insurance

Flexible Work Arrangements:

Hybrid work arrangement, with in-office days (M-W) and remote workdays (Thursday and Friday)

Professional Development:

Opportunities for training, development, and career growth

Collaborative Culture:

Inclusive and supportive work environment, with a focus on teamwork and collaboration

Conclusion

If you're passionate about delivering exceptional customer experiences and have a knack for building strong relationships, we want to hear from you! As a Customer Service Representative – Supply Chain Focus, you'll have the opportunity to grow your career, develop your skills, and contribute to the success of our team. Apply today to join our team and start delivering exceptional customer experiences that exceed our clients' expectations! Apply for this job