Experienced Customer Service Specialist – Remote Position at arenaflex

Join arenaflex, a leading provider of innovative solutions for the optical industry, as we continue to enrich the lives of our customers, employees, and the communities we serve through better vision. As a Customer Service Specialist at arenaflex, you will be part of a dynamic team that provides high-quality support and problem resolution within a collaborative environment. This role is the front-line in the escalation process of customer issues, providing immediate feedback to internal stakeholders and driving proactive issue resolution. If you are a customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a global leader in the design, manufacturing, and distribution of ophthalmic lenses, frames, and sunglasses. With a rich history dating back to 1915, we have served thousands of independent eye care professionals, providing solutions for all of their optical needs. Our experienced and knowledgeable team helps businesses grow while providing quality eyewear and unmatched service for an exceptional patient experience.

Key Responsibilities

As a Customer Service Specialist at arenaflex, your key responsibilities will include:

• Acting as a liaison between logistics operations and the commercial organization
• Leveraging SAP to monitor and manage service levels provided by the ASC to customers
• Owning the collection and resolution of customer claims from the commercial organization
• Acting as the first line of support for Customer Service Associates when issues/problems arise
• Tracking and reporting back to the business on customer services issues that arise on a daily/weekly basis
• Utilizing reported KPIs to suggest process improvements, and implementing new procedures as necessary
• Detecting and proactively communicating to operations any issue preventing the smooth flow of customer orders while assigning the appropriate priority and sense of urgency
• Delivering a best-in-class experience for both customers and the operations team
• Escalating to your Supervisor any issue regarding critical customers that are not resolved within the timeframe required to meet customer expectations
• Supporting timely routing of customer orders vs. SLA and/or the required delivery date

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Bachelor's Degree or comparable; or equivalent experience
• 1-2 years of Customer Service experience
• Strong working knowledge of SAP
• Strong proficiency with MS Office; Outlook, Excel in particular
• Experience in warehouse and transportation operations environment
• Ability to influence; strong organizational and interpersonal skills
• Strong blend of analytical, decision-making, and creative problem-solving skills
• Strong communications, presentation, and project management skills
• Collaborator – ability to work cross-functionally with internal and external partners to define and execute programs and build consensus for best results

Preferred Qualifications

While not essential, the following qualifications would be beneficial for this role:

• Previous experience in a similar customer service role
• Knowledge of the optical industry
• Experience working with a global organization
• Fluency in multiple languages

What We Offer

As a valued member of the arenaflex team, you can expect:

• A competitive salary
• A comprehensive benefits package, including health care, retirement savings, paid time off/vacation, and various employee discounts
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. Please submit your application without delay, and we look forward to hearing from talented candidates like you. Apply To This Job

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates from diverse backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law. Apply for this job