Experienced Customer Service Representative – Customer Experience Expert

At arenaflex, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and dedicated Customer Service Representative to join our team. As a Customer Experience Expert, you'll be the face of arenaflex, providing exceptional service to our customers, resolving complex issues, and driving customer satisfaction to new heights.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, dedicated to empowering businesses to thrive in a rapidly changing world. Our team of experts is passionate about delivering exceptional customer experiences, and we're committed to creating a work environment that's inclusive, supportive, and empowering.

Job Summary

As a Customer Service Representative at arenaflex, you'll be responsible for providing top-notch customer service, resolving complex issues, and driving customer satisfaction. You'll work closely with our internal teams to ensure seamless communication and collaboration, and you'll be empowered to make decisions that drive customer satisfaction and loyalty.

Key Responsibilities

* Process orders in a fast-paced environment, ensuring accuracy and efficiency

• Enter orders in ERP system via inbound calls, emails, chat, SMS, and other channels
• Provide knowledgeable answers to customers regarding product, pricing, and inventory availability inquiries
• Help customers navigate our website and place orders online
• Work with internal departments to meet customers' needs, resolving complex issues and escalating when necessary
• Develop and maintain strong customer relationships through relationship building and communication
• Anticipate, identify, manage, and proactively work to seek solutions for potential problems for customers
• Review customer orders for accuracy, ensuring all information provided is accurate
• Utilize expertise as a Super User, conducting training for new hires and refresher training
• Answer incoming telephone calls in a courteous and professional manner
• Inform customers of prices, shipping dates, anticipated delays, and any additional information needed by customers
• Comply with quality assurance metrics
• Update customer order/account information in ERP system
• Enter credits in ERP system
• Send and receive customer documents in ERP system
• Solicit sales of new or additional services
• Prepare customer reports
• Maintain files for order-related paperwork in an organized manner
• Handle customer complaints or escalate when necessary
• Back up for team lead or Supervisor

NetSuite Skills

* Place orders, issue RMA's, check ETA's, accept payments, create DTC accounts, price and availability, check order status, basic understanding of WMS

• Highly proficient in NetSuite, consider a Super User
• Can work reports, email, Issue RMA credits, apply payments, apply credits, read financials
• Manage back orders, ability to move orders
• Proficient and understands exports, training, investigate and correct order issues, working knowledge of special orders, working as NetSuite tester
• The ability to manage escalations

Technical Skills

* Cross Reference Expert Searching for part by dimensions, how to measure parts (mounting holes, outside diameter, inside diameter, length)

• Core ability to read diagrams and how to explain
• Basic Starting System and how it works and being able to diagnose repair point (Rebuild over the phone)
• Using AEP ERP company websites cross references for parts
• Better at searching for parts with little information- (knowing questions to ask)
• Diagnose different symptoms to offer a solution
• Ability place orders across J&N and Stens brands

Drive Organizational Culture

* Demonstrate a positive attitude

• Be resourceful
• Communicate cross functionally
• Foster change and innovation
• Have a passion for winning

Education and Qualifications

* High school diploma, GED or equivalent experience required

• College degree preferred
• 5+ years of Contact Center experience preferred
• Leadership experience
• Excellent time management skills
• Strong organizational skills
• Strong business acumen
• Excellent oral and written communication skills
• Strong teamwork
• Bilingual (Spanish and/or French) preferred

Physical Demands

* While performing the duties of this job, the employee is regularly required to talk and hear

• The employee frequently is required to stand; walk; used hands to handle or feel; and reach with hands and arms
• The employee may be required to sit for prolonged periods
• Using proper lifting techniques, the employee must be able to lift up to 30 lbs. occasionally

Working Conditions

* Heated and air-conditioned office

Job Type

* Full-time

Pay

* $18.00 - $20.00 per hour

Benefits

* 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift

* 8 hour shift

• Day shift

Application Question(s)

* Are you available to work 9:30 am- 6:00 pm EST Mon-Fri?

Experience

* Processing Orders: 2 years (Required)

• Customer service: 5 years (Required)
• Call center: 5 years (Required)
• Working Remote: 1 year (Required)
• ERP systems: 1 year (Required)

Work Location

* Remote If you're a customer-centric individual with a passion for delivering exceptional service, we want to hear from you! Apply now to join our team as a Customer Service Representative and be part of a dynamic and growing organization that's committed to making a difference in the lives of our customers. Apply Job! Apply for this job