Experienced Customer Service & Returns Team Member - Monday to Friday, 1st Shift

At arenaflex, we're passionate about delivering exceptional customer experiences and protecting the things that matter most to our customers. As a leading manufacturer of automotive, marine, and recreational vehicle protection products, we're committed to innovation, quality, and customer satisfaction. We're seeking an experienced Customer Service & Returns Team Member to join our team and help us achieve our mission.

About arenaflex

arenaflex is a leading branded manufacturer of automotive, marine, and recreational vehicle protection products, as well as a market leader in outdoor protection products for Home and Garden. Our product offerings include full vehicle covers, seat covers, front end masks, dashboard covers, windshield sunscreens, floor mats, boat covers, Bimini tops, RV covers, and related accessories, patio furniture, and outdoor kitchen covers. We're dedicated to designing and manufacturing quality products that protect the things that move you.

Our Culture

At arenaflex, we're committed to developing a rich culture, a diverse workforce, and a healthy work environment for all employees. We believe that our team members are the key to our success, and that's why we offer career opportunities with outstanding benefits, including:

• Medical, Dental, Vision
• 401(k) Retirement Plan/Employer Matching
• Employer-sponsored supplemental voluntary benefits (STD, Life, Accident)
• Generous PTO Policy: beginning at 80 hours the 1st year of employment -> 120 hrs. 2nd year of employment; Paid holidays; Paid Bereavement
• FSA - Flexible Spending Account
• Profit-Sharing Plan – All active team members are eligible.
• Career Advancement Opportunities
• Educational Tuition Reimbursement
• Employer-sponsored Life and Disability

Job Summary

As a Customer Service & Returns Team Member, you will be responsible for providing exceptional customer service and resolving customer inquiries and issues in a timely and professional manner. You will be the main customer interface and will be responsible for managing website correspondence messages, investigating and resolving problems regarding mis-shipments or shortages, and initiating the returns process. You will also be responsible for data entry, monitoring expedite orders, and following up on shipments.

Key Responsibilities

* Provide exceptional customer service via phone, chat, and/or email, including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules, and general product information.

• Manage website correspondence messages and respond to customer inquiries in a timely and professional manner.
• Investigate and resolve problems regarding mis-shipments or shortages and initiate the returns process.
• Monitor expedite orders and follow up on shipments.
• Data entry and other administrative tasks as required.
• Fill in for other Customer Service Representatives as needed.
• Assist throughout the East Coast Call Center.

Customer Service Levels

* Customer Service Level 1: Responsible for resolving all customer needs via phone, chat, and/or email, including order placement, pricing, returns, order expediting, order tracking, delivery quotes, shipping schedules, and general product information.

• Customer Service Level 2: Responsible for third-party vendor account support, cancellations, order issues, and initiating difficult conversations with customers regarding their orders.
• Customer Service Level 3: Responsible for processing refunds and returns, managing problematic accounts with high-level issues, handling credit card disputes, and conducting end-of-day reporting.

Returns Representative

* Responsible for all customer contact regarding repairs, replacement, warranties, stock adjustments, and product liabilities and credits.

• Determine customer eligibility to return product and issue a return authorization.
• Issue returns authorizations for customers to bring in product for alteration or repair, write up all appropriate paperwork to process necessary repairs and replacements, and gather required information to submit product liability claims for approval.
• Run RA reports daily, receive all incoming packages from receiving, and create receiving records for packages that have an RA number.
• Create records and maintain a log for all packages that are received without an RA number.
• Arrange for repair or return to stock, returned items in a timely manner to ensure customer satisfaction.

Skills and Qualifications

* Proficient in Microsoft Word & Excel.

• Excellent communication skills, both written and oral.
• Excellent attention to detail.
• Good organizational skills.
• Problem-solving skills.
• 1 to 3 months related work experience and/or on-the-job training.
• High school diploma or GED.
• Must have 20/20 vision or correction to 20/20.
• Ability to stand, walk, or sit for entire shift.
• Ability to lift up to 20 pounds unassisted and up to 50 pounds with assistance.
• Must be able to bend, reach, twist, stoop, and squat.
• Must be able to perceive colors and shades.

Why Join arenaflex?

* Competitive salary and benefits package.

• Opportunities for career advancement and professional growth.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Comprehensive training and development programs.
• Flexible work arrangements and work-life balance.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job