Remote Brokerage Customer Care Supervisor – arenaflex SMB Experience & Revenue Optimization
About arenaflex – Pioneering Global Logistics & Brokerage Solutions
arenaflex is a world‑renowned leader in logistics, supply chain management, and customs brokerage, serving a diverse portfolio of small and medium‑size businesses (SMBs) across the globe. As a member of the Fortune Global 500, arenaflex combines cutting‑edge technology with a people‑first culture to deliver seamless, end‑to‑end solutions that keep commerce moving. Our mission is to empower every customer—whether a local retailer or an international manufacturer—to navigate complex trade regulations, reduce operational friction, and accelerate growth. Join a team where innovation meets reliability, and where your expertise will directly shape the future of global trade.
Position Overview
arenaflex is seeking a dynamic, results‑driven Remote Brokerage Customer Care Supervisor to lead a high‑performing team that manages the customer experience for our brokerage products. This role is the critical bridge between our SMB clients and the internal Brokerage Operations network, ensuring that every interaction is captured, analyzed, and transformed into actionable improvements. You will champion the Voice of the Customer (VOC), drive Net Promoter Score (NPS) initiatives, and partner with cross‑functional teams to boost revenue, reduce churn, and elevate overall service excellence.
Key Responsibilities
- Voice of the Customer (VOC) Management: Collect, synthesize, and prioritize feedback from SMB clients, including issues, successes, and Net Promoter Service Scores.
- Data‑Driven Insight Generation: Analyze VOC and sales data, develop comprehensive Customer Metric Summary reports, and present findings to Brokerage Operations leadership.
- Revenue & Churn Optimization: Identify revenue‑growth opportunities, design churn‑reduction initiatives, and collaborate with product teams to implement strategic actions.
- Corrective Action Planning: Document, track, and execute corrective action plans that address identified service gaps, ensuring measurable improvement.
- Customer Profile Governance: Maintain accurate, up‑to‑date customer profiles within the online Customer Care Platform, ensuring visibility across the brokerage product network.
- Standard Operating Procedure (SOP) Oversight: Create, review, and obtain sign‑off on SOPs for each customer, guaranteeing consistent service delivery.
- Training Gap Identification: Assess current training materials, pinpoint deficiencies, and partner with learning specialists to refresh content.
- Implementation Audits: Conduct thorough audits of new business setups to verify account accuracy and compliance with internal standards.
- Organic Growth Discussions: Lead consultative conversations with existing clients to uncover upsell and cross‑sell opportunities that align with their business objectives.
- Special Projects: Own ad‑hoc initiatives, pilot programs, and process‑improvement projects as assigned by senior leadership.
- Team Leadership & Development: Supervise a remote team of customer care specialists, providing coaching, performance feedback, and career development pathways.
Essential Qualifications
- Minimum 1 year of customs brokerage operations experience, demonstrating a solid understanding of import/export regulations, clearance processes, and trade compliance.
- Proven customer‑facing experience in a B2B environment, with a track record of building trusted relationships and delivering exceptional service.
- Strong analytical mindset with the ability to translate raw data into strategic recommendations.
- Excellent written and verbal communication skills, capable of influencing stakeholders at all organizational levels.
- Detail‑oriented approach with a passion for accuracy in documentation, reporting, and SOP management.
- Demonstrated problem‑solving abilities, creativity, and a willingness to generate innovative ideas.
- Availability to travel to customer meetings on an occasional basis (less than 10% of total work time).
Preferred Qualifications & Technical Skills
- Experience with CargoWise and/or Salesforce platforms for brokerage operations and customer relationship management.
- Possession of a Customs Brokerage license or equivalent certification.
- Familiarity with Net Promoter Score (NPS) methodology and Voice of the Customer (VOC) programs.
- Background in developing and delivering training programs for customer service teams.
- Ability to work independently in a fully remote environment while maintaining high levels of engagement and productivity.
Core Competencies & Skills for Success
- Strategic Partnership Building: Ability to cultivate long‑term, mutually beneficial relationships with SMB clients.
- Data Visualization & Reporting: Proficiency in creating clear, actionable reports using tools such as Excel, Power BI, or Tableau.
- Process Improvement: Experience applying Lean, Six Sigma, or similar methodologies to streamline operations.
- Leadership & Coaching: Demonstrated skill in motivating remote teams, delivering constructive feedback, and fostering a culture of continuous learning.
- Customer‑Centric Mindset: A genuine passion for understanding client needs and translating those insights into service enhancements.
- Adaptability: Comfort navigating a fast‑changing environment, embracing new technologies, and adjusting priorities as business needs evolve.
Career Growth & Development Opportunities
arenaflex invests heavily in the professional growth of its employees. As a Brokerage Customer Care Supervisor, you will have access to:
- Structured mentorship programs pairing you with senior leaders in logistics and brokerage.
- Continuous learning pathways, including certifications in customs compliance, project management (PMP), and data analytics.
- Opportunities to transition into senior operational roles, product management, or regional leadership positions as you demonstrate impact.
- Cross‑functional exposure to sales, technology, and global trade compliance teams, broadening your skill set and industry knowledge.
Work Environment & Culture at arenaflex
Our remote workforce thrives on flexibility, collaboration, and a shared purpose. arenaflex promotes:
- Inclusive Culture: A diverse, equitable environment where every voice is heard and valued.
- Work‑Life Balance: Flexible scheduling, generous paid time off, and a supportive approach to personal well‑being.
- Innovation‑Driven Mindset: Employees are encouraged to experiment, share ideas, and contribute to continuous improvement initiatives.
- Recognition Programs: Regular acknowledgment of individual and team achievements through awards, spot bonuses, and public commendations.
Compensation, Perks & Benefits
arenaflex offers a competitive total rewards package that reflects market variations across the United States. While exact salary ranges depend on geographic location, experience, and qualifications, successful candidates can expect:
- A base salary that aligns with industry benchmarks for remote supervisory roles, typically ranging from $56,640 to $105,060 annually.
- Eligibility for short‑term and long‑term incentive programs tied to individual, team, and company performance.
- Comprehensive health coverage, including medical, prescription drug, dental, and vision plans.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to manage out‑of‑pocket expenses.
- Life insurance, accidental death & dismemberment coverage, and disability income protection.
- Employee Assistance Program (EAP) for personal and professional support.
- Educational Assistance Program to fund tuition, certifications, or professional development courses.
- 401(k) retirement plan with company matching contributions.
- Generous vacation, paid holidays, and personal days, plus paid sick/family and medical leave as required by law.
- Discounted Employee Stock Purchase Program, allowing you to invest in arenaflex’s future growth.
Application Process & Important Dates
This is a full‑time, permanent, remote position reporting to the Brokerage Operations leadership team. The standard work schedule is Monday‑Friday, 9 am – 5 pm ET. Applications will be accepted through September 8, 2025. Candidates who meet the qualifications will be contacted for a virtual interview, followed by a final assessment with senior leadership.
Why Join arenaflex?
If you are passionate about delivering world‑class customer experiences, thrive in a data‑rich environment, and want to make a tangible impact on the growth of SMB clients worldwide, arenaflex is the place for you. Our commitment to innovation, employee development, and a collaborative culture ensures that you will not only excel in your role but also grow alongside a global leader in logistics and brokerage.
Take the Next Step
Ready to shape the future of brokerage customer care? Click the button below to submit your application and start your journey with arenaflex today.