Experienced Customer Service Representative – Hybrid Work Environment at arenaflex

Are you passionate about delivering exceptional customer experiences and working in a dynamic team environment? Do you thrive in a fast-paced setting where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Service Representative in our Hybrid Work Environment. At arenaflex, we pride ourselves on providing best-in-class customer service to our valued clients. Our Customer Service team is dedicated to ensuring that every interaction with our customers is warm, pleasant, and helpful. As a key member of this team, you will play a vital role in engaging with customers, resolving issues, and providing exceptional service that exceeds their expectations. Responsibilities: As an Experienced Customer Service Representative, you will be responsible for:

Teamwork

* Regularly collaborate with team members to support assigned customers and ensure seamless communication. * Coordinate with various departments to resolve high-level operational issues in a timely and efficient manner. * Provide backup support across all functions within the customer team to ensure continuity and minimize disruptions. * Regularly share best practices and learning opportunities with peers across all Customer Experience teams to foster a culture of continuous improvement.

Initial Delivery Requests and Order Entry

* Receive customer calls and emails with a warm, pleasant, and helpful attitude, identifying their needs and providing timely and accurate solutions. * Enter orders into the ERP system in a timely and accurate manner, ensuring all customer needs are met. * Identify customer problems and resolve them promptly, either directly or through other departments, maintaining open communication throughout the process. * Immediately contact the appropriate group(s) when a customer requires additional service, ensuring a successful transfer of the call (if necessary) and minimizing downtime. * Manage and execute various methods of communication and requests for delivery, including inventory managed orders, third-party portals, customer websites, and carrier-managed systems, to ensure timely and accurate delivery of service.

Order Entry

* Ensure all loads requested are entered successfully and order numbers are provided to customers. * Work with logistics to confirm carrier availability and communicate confirmation back to customers. * In the event that the logistics team is unable to secure a carrier, escalate to other departments as needed for support and communicate status of efforts to ensure all parties are aware of efforts and plans. * Keep customers informed of their order status at all times, with no exceptions.

Customer Service

* Greet customers warmly and ascertain the problem or reason for calling. * Resolve customer complaints by troubleshooting and/or engaging necessary internal departments or CRM. * Ensure that customer communication is thorough and that realistic expectations are communicated. * Ensure that all customer requests are completed, even after handoff or escalation to other departments. * Verify that customers are satisfied with the resolution or action plans. Position Requirements: * Formal Education: High School Diploma required * Knowledge & Experience: + Customer Service + Team environment + Moderate to advanced knowledge of Microsoft Outlook + Basic Excel and Outlook proficiency required * Qualifications & Characteristics: + Enthusiastic + Effective problem-solving + Efficient decision-making Work Environment: * Hybrid Work schedule available after training is completed (approx. 6 months) that may require on-call or modified schedule. * Sitting for extended periods of time. * Weekend work may be required at times and coordinated in advance with your supervisor. * Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components. Benefits: * Competitive salary and benefits package. * Opportunities for career growth and professional development. * Collaborative and dynamic work environment. * Recognition and rewards for outstanding performance. * Comprehensive training program to ensure success in the role. arenaflex is an Equal Opportunity Employer: We are committed to creating a diverse and inclusive work environment that reflects the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job