Experienced Full Stack Customer Service Leader – Driving Excellence in Customer Experience at arenaflex
At arenaflex, we're a leading organization in the automotive industry, dedicated to building profitable, enduring growth among our customers with an unrelenting drive to exceed their expectations. As a key player in the industry, we're committed to delivering exceptional customer experiences across all our business units. We're now seeking an exceptional leader to join our team as the Vice President of Customer Service, responsible for leading North American customer service responsibilities across all arenaflex business units.
About arenaflex
arenaflex is a privately held organization and leader in automotive repair and maintenance products, with a global presence and a team of professionals dedicated to excellence. Our headquarters are located in Cleveland, Ohio, and we're proud to be a part of the automotive industry's most recognizable OEM and Aftermarket brands. As a leader in our industry, we're committed to innovation, customer satisfaction, and employee growth.
Job Summary
We're seeking an experienced and motivated leader to join our team as the Vice President of Customer Service. This role offers a competitive salary package, commensurate with experience, and the opportunity to work in a remote setting with an immediate start. As a key member of our leadership team, you'll be responsible for driving customer service excellence across all arenaflex business units, ensuring the resources are in place to efficiently process customer orders and respond to customer requests.
Key Responsibilities
As the Vice President of Customer Service, you'll be responsible for:
- Drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience
- Reviewing processes and procedures to identify improvements and create efficiency
- Identifying and recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention
- Driving customer service role standardization across the business units
- Developing role-based KPIs with appropriate tracking mechanisms
- Directing and overseeing customer service processes, including establishing internal control procedures, conducting audits, and documentation
- Recruiting, interviewing, hiring, and training departmental staff and providing performance feedback
- Overseeing the daily workflow of the department
- Building relationships with IT to ensure there are no gaps in our ability to meet customer needs
- Representing the customer service function on key cross-functional corporate initiatives
- Responsible for directing and assuring compliance with all policies, procedures, and customer-specific requirements related to orders
- Scheduling workload and standardizing work hours driven by the US customer base
Essential Qualifications
To be successful in this role, you'll need:
- A Bachelor's degree and a minimum of 10 years' experience leading high-performing customer service organizations
- Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments
- Call center and CRM management experience
- Experience servicing automotive aftermarket customers from US-based distribution centers
- Experience researching and implementing tools and systems related to order management functions
- Understanding of order receipt to delivery supply chain concepts and processes
- Understanding of the order-to-cash process
- Proficient with Microsoft Office Suite, specifically Excel, PowerPoint, and Word
- Proficient in Office 365 SharePoint and Teams
- Power BI data visualization development is a plus
- Strong analytical and problem-solving skills
- Strong management and leadership skills
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Must have English fluency with confidence and ability to hold complex conversations with US-based customers
- Up to 20% overnight travel domestically and internationally. Valid passport required
Preferred Qualifications
While not required, experience in the following areas is highly desirable:
- Experience working across multiple business units operating on different order management systems
- Experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer
What We Offer
As a member of our team, you'll enjoy:
- A competitive salary package, commensurate with experience
- The opportunity to work in a remote setting with an immediate start
- A dynamic and supportive work environment
- Opportunities for career growth and professional development
- A comprehensive benefits package, including medical, dental, and vision insurance
- A 401(k) plan with company match
- Paid time off and holidays
- Access to cutting-edge technology and tools
- A collaborative and inclusive work environment
How to Apply
If you're a motivated and experienced leader looking to drive customer service excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!
Take the Next Step
Are you ready to join our team and drive customer service excellence at arenaflex? Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job