Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our community of food people at arenaflex, where we're dedicated to providing top-notch service to our customers and sales organization.
As an Experienced Customer Contact Representative I at arenaflex, you'll play a vital role in supporting our customers and sales team to deliver an exceptional customer service experience. You'll be responsible for providing accuracy and speed in support to customers and sellers through a variety of administrative activities, working within established guidelines to achieve the objectives of the service agreement consistent with customer expectations, company policy, and profit and quality requirements.
**About arenaflex**
arenaflex is a leading food distributor that provides a wide range of products and services to foodservice operators, restaurants, and other customers. We're committed to delivering exceptional customer service, quality products, and innovative solutions to help our customers succeed. Our team is passionate about food, customer service, and making a difference in our communities.
**Key Responsibilities**
As an Experienced Customer Contact Representative I, you'll be responsible for:
* Providing accuracy and speed in support to customers and sellers through a variety of administrative activities
* Working within established guidelines to achieve the objectives of the service agreement consistent with customer expectations, company policy, and profit and quality requirements
* Escalating issues to appropriate parties, as necessary, to ensure proper resolution
* Focusing on the timely and accurate completion of high-volume customer support transactions, including:
+ Service request processing
+ Triage shared email box
+ Assist with Seller vacation coverage
+ Other data entry or administrative duties as assigned
+ Handling Inbound/Outbound calls as necessary to backup to support queue
* Consistently meeting or exceeding key performance metrics around efficiency and quality while demonstrating our arenaflex cultural beliefs
* Documenting and maintaining accurate customer information in the CRM system (contact information, preferences, Service Requests, inquiries, complaints, comments, action taken, etc.)
* Timely and accurate response to requests from both customers and sellers, striving to resolve issues correctly the first time
* Escalating inquiries to appropriate resources (Operations, Category Management, Finance, Replenishment, etc.) or external vendors, as needed
* Maintaining ownership of all follow-up communication from escalated inquiries
* Participating in sales support activities, including:
+ Special order processing and tracking
+ Sample order processing and tracking
+ Assisting with the execution of broader sales-related initiatives as specifically requested for the service queue
**Essential Qualifications**
* High School diploma/GED or a combination of education and experience equivalent to a high school diploma
* One (1) year experience in a relevant customer service/support role required; experience in food service distribution preferred
* Experience working virtually a plus
* Excellent written and verbal communication skills
* Ability to assist callers in a professional manner
* Must possess strong problem-solving and organizational skills
* Ability to prioritize workload, meet deadlines, and follow through on commitments
* Intermediate computer skills, including generating simple letters, data entry, etc. Prior knowledge of CRM tools and/or telephone systems a plus
* Ability to learn proprietary arenaflex systems, including eCommerce, Salesforce.com (SOUS), Demand Communication Tool (DCT), SODS, CDMR, Tandem, SMOI, and CES Quotes
* Working knowledge of Microsoft Office suite and Outlook required
* Team player who collaborates well with others
* Ability to work with minimal oversight, demonstrating business maturity in conduct of daily activities
* Ability to work calmly under pressure
* Ability to learn new processes and technology while working in a changing environment
* Ability to work with individuals at all levels both within arenaflex and external customers
* Ability to work overtime during periods of heavier workload
* Ability to work holidays or virtually if business needs dictate
**Preferred Qualifications**
* Experience working in a hybrid (onsite and remote) environment
* Knowledge of food service distribution and industry trends
* Experience with CRM systems and/or telephone systems
* Certification in customer service or a related field
**What We Offer**
* Competitive hourly rate: $18.00 - $19.00 per hour
* Overtime compensation
* Health insurance
* Pre-tax spending accounts
* Retirement benefits
* Paid time off
* Short-term and long-term disability
* Employee stock purchase plan
* Life insurance
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity at arenaflex. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!