Experienced Customer Contact Representative Lead (Hybrid: Onsite & Remote) – Delivering Exceptional Service at arenaflex

Join Our Community of Food People!

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Contact Representative Lead, you'll play a vital role in supporting our customers and sellers, providing timely resolutions to their requests, and ensuring they receive the highest level of service possible. If you're a seasoned customer service professional with a passion for leadership and a drive to deliver exceptional results, we want to hear from you!

About arenaflex

arenaflex is a leading food distributor that's dedicated to providing our customers with the best possible service and support. We're a community of food people who are passionate about delivering exceptional experiences that exceed our customers' expectations. With a strong commitment to customer satisfaction, we're always looking for talented individuals who share our values and are passionate about delivering exceptional results.

Job Summary

As a Customer Contact Representative Lead, you'll serve as a subject matter expert, providing daily support to our Customer Contact Representative team, on-the-floor coaching, and new team member support. You'll work closely with our Customer Contact Manager to identify coaching and improvement opportunities for the team, and use your problem-solving and people skills to support the team through multiple channels and build rapport internal and external to the organization. This is a hybrid role, with approximately 90% remote/virtual and 10% onsite work at any regional location.

Essential Duties and Responsibilities

* Mentor, advise, and lead team members in their journey to best support the team's activities and goals

• Provide real-time feedback to peers, including communications and necessary support
• Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to arenaflex's process, products, policies, and procedures, and tools
• Take escalations from your team and support other internal department resources when needed
• Review and present daily metric and communication updates and daily huddle announcements
• Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns
• Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support. Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline
• Participate in cross-company projects to improve and optimize the customer's experience
• Conduct analysis to produce customer-specific reports or activities as contractually required
• Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement
• Approve service recovery requests as back-up support to Manager and provide guidance to peers
• Promote a positive and friendly environment supporting good morale and cooperation
• Help identify trending issues among customers, team members, products, and services from interactions with customers
• As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting, or other team responsibilities
• Provide other business support to Sellers as requested

Supervision

* None

Relationships

* Internal: Sales, Operations, Merchandising, Shared Business Services

• External: arenaflex Customers and vendors

Qualifications

* Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience

• Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice/distribution experience preferred. Experience working virtually (i.e., from home)
• Tasks:

+ Ability to communicate with customers and team through various channels + Acknowledge and resolve customer escalations or complaints + Assist Manager with team support as necessary + Product knowledge to support customer needs + Initiate and resolve requests for customer or organizational reporting + Coach and mentor colleagues as necessary + Ensure customer satisfaction and provide professional customer support + Organize and coordinate schedules

• Knowledge/Skills/Abilities:

+ Professional leadership skills; someone who leads by example + Excellent written and verbal communication skills + Able to take direction and quickly learn new procedures, processes, product information + Open to feedback, believing in a culture of continuous improvement working toward individual and department goals + Comfortable to navigate technology, phone systems, and tools + Strong attention to detail, multi-tasking, and time-management skills + Detail-oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions + Exceptional ability to collaborate with customers, vendors, and internal partners + Customer service orientation and ability to adapt and respond to different personalities + Advanced knowledge of Microsoft applications, Salesforce.com experience

Compensation and Benefits

* Typical pay for this role is around $23.00 - $27.00 per hour depending on location and experience

• Schedule is Monday - Friday
• Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance
• To review available benefits, please click here: [insert link]

EOE Statement

arenaflex is an equal opportunity employer. We are committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds.

How to Apply

If you're a motivated and experienced customer service professional with a passion for leadership, we want to hear from you! Apply now to join our community of food people and help us deliver exceptional customer experiences that exceed our customers' expectations. Apply Job! Apply for this job