Experienced Customer Service Specialist – Remote Opportunity at arenaflex

As a leading global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses, arenaflex is committed to enriching the lives of our customers, employees, and the communities we serve through better vision. With a rich history dating back to 1915, our experienced and knowledgeable team has been providing quality eyewear and unmatched service for an exceptional patient experience. As a division of arenaflex, our collective mission is to bring our most advanced technology and innovative products to our partners, helping businesses grow while providing quality solutions for all of their optical needs.

About arenaflex

arenaflex is a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. With a strong presence in the industry, we have been serving thousands of independent eye care professionals, providing them with the solutions they need to succeed. Our team is dedicated to delivering exceptional service and quality products, ensuring that our customers receive the best possible experience.

Job Summary

We are seeking an experienced Customer Service Specialist to join our Logistics Customer Service Department at the Atlanta Service Center (ASC). As a key member of our team, you will provide high-quality support and problem resolution within a team environment. This position is the front-line in the escalation process of customer issues, providing immediate feedback to internal stakeholders and driving proactive issue resolution.

Responsibilities

As a Customer Service Specialist, you will be responsible for:

• Acting as a liaison between logistics operations and the commercial organization
• Leveraging SAP to monitor and manage service levels provided by the ASC to customers
• Owning the collection and resolution of customer claims from the commercial organization
• Acting as the first line of support for Customer Service Associates when issues/problems arise
• Tracking and reporting back to the business on customer services issues that arise on a daily/weekly basis
• Utilizing reported KPIs to suggest process improvements and implement new procedures as necessary
• Detecting and proactively communicating to operations any issue preventing the smooth flow of customer orders while assigning the appropriate priority and sense of urgency
• Delivering a best-in-class experience for both customers and the operations team
• Escalating to your Supervisor any issue regarding critical customers that are not resolved within the timeframe required to meet customer expectations
• Supporting timely routing of customer orders vs. SLA and/or the required delivery date

Qualifications

To be successful in this role, you will need:

• A Bachelor's Degree or comparable; or equivalent experience
• 1-2 years of Customer Service experience
• Strong working knowledge of SAP
• Strong proficiency with MS Office; Outlook, Excel in particular
• Experience in warehouse and transportation operations environment
• Ability to influence; strong organizational and interpersonal skills
• Strong blend of analytical, decision-making, and creative problem-solving skills
• Strong communications, presentation, and project management skills
• Collaborator – ability to work cross-functionally with internal and external partners to define and execute programs and build consensus for best results

What We Offer

arenaflex offers a competitive compensation package, including:

• Employee pay determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements
• A competitive bonus and/or commission plan
• A first-class total rewards package, including benefits such as health care, retirement savings, paid time off/vacation, and various employee discounts

Work Environment and Culture

As a remote employee, you will have the flexibility to work from home and enjoy a comfortable and productive work environment. arenaflex is committed to creating a culture that values diversity, equity, and inclusion, and we strive to provide a workplace that is welcoming and inclusive for all employees.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees, and we offer a range of opportunities for career advancement and professional growth. Our employees have access to training and development programs, mentorship, and coaching to help them achieve their career goals.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application through our website. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace, and we welcome applications from qualified candidates from all backgrounds. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

Accommodations

Upon request and consistent with applicable laws, arenaflex will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the arenaflex SpeakUp Hotline at 844-303-0229 (be sure to provide your name and contact information so that we may follow up in a timely manner) or email [email protected]. Apply for this job