Experienced Customer Contact Representative Lead – Hybrid Onsite & Remote

Join arenaflex, a dynamic community of food people, and embark on a rewarding career as an Experienced Customer Contact Representative Lead. In this pivotal role, you will serve as a subject matter expert, leading a team of Customer Contact Representatives to deliver exceptional service and quality to arenaflex customers and sellers. As a hybrid role, you will split your time between working remotely (approximately 90%) and onsite at any regional location (approximately 10%).

About arenaflex

arenaflex is a leading food distribution company that prides itself on its commitment to customer satisfaction, quality products, and exceptional service. Our team of dedicated professionals is passionate about delivering outstanding results and building strong relationships with our customers and partners. As a valued member of our team, you will have the opportunity to grow and develop your skills, work with a talented and diverse group of individuals, and contribute to the success of our organization.

Key Responsibilities

As an Experienced Customer Contact Representative Lead, you will be responsible for:

• Mentoring, advising, and leading team members to achieve their goals and support the team's activities
• Serving as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to arenaflex's processes, products, policies, and procedures
• Taking escalations from your team and supporting other internal department resources when needed
• Reviewing and presenting daily metric and communication updates and daily huddle announcements
• Providing thorough customer and order solution options to customers and contact representatives, and serving immediate needs to support customers' challenges and concerns
• Working closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support
• Participating in cross-company projects to improve and optimize the customer's experience
• Conducting analysis to produce customer-specific reports or activities as contractually required
• Assisting 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
• Approving service recovery requests as back-up support to Manager and providing guidance to peers
• Promoting a positive and friendly environment supporting good morale and cooperation
• Helping identify trending issues among customers, team members, products, and services from interactions with customers
• Providing support to team members in answering calls, answering email or contacts, assisting chain customer business activity, customer reporting, or other team responsibilities
• Providing other business support to Sellers as requested

Supervision

This role reports directly to the Customer Contact Manager and does not have any direct reports.

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 navigating 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

The expected compensation for this role is between $23.00 and $27.00 per hour, depending on location and experience. This role is also eligible for overtime compensation. 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.

Work Environment and Culture

As a hybrid role, you will split your time between working remotely (approximately 90%) and onsite at any regional location (approximately 10%). Our work environment is fast-paced, dynamic, and collaborative, with a focus on delivering exceptional service and quality to our customers and partners. We value diversity, inclusion, and continuous improvement, and we are committed to creating a positive and friendly work environment that supports good morale and cooperation.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you! Apply Job! Apply for this job