**Experienced Customer Service Representative – North American Distributor Support**
At arenaflex, we're committed to delivering innovative solutions that maximize value for our customers across various industries. With a diverse line of products supported by advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Our team is passionate about providing exceptional customer experiences, and we're seeking a highly skilled and motivated Customer Service Representative to join our North American distributor support team.
**Job Overview**
As a Customer Service Representative at arenaflex, you will work in a fast-paced call center environment, providing support to our North American distributors through accurate and efficient order processing. This includes entering, cancelling, and obtaining details of orders to advise distributors according to arenaflex parts policies, communicating with all arenaflex distributors by phone, email, and/or fax to provide information about parts orders and backorders, assessing and fulfilling customer needs, and educating the customer where applicable.
**Scope**
You will be responsible for a proportional share of the coordination of 82,250 orders annually by providing timely, accurate, and up-to-date delivery promises on open backorders. Effectively managing communications to a NA Distributor base of 1,300 locations, which includes the Mining, Construction, Forest, Forklift, and Utility business units, is a key aspect of this role. You will also answer a proportional share of the 10,000 phone requests received monthly, with a focus on answering 97% of all calls and 95% of those within 3 minutes.
**Key Job Responsibilities**
* Requires professional telephone skills and the ability to effectively communicate with distributors and co-workers.
* Multi-tasking skills to get work completed while answering phones, emails, arenaflex Parts portal requests, and doing follow-up work with minimal supervision.
* Optimum response time is within 24 hours of initial receipt of backorder.
* Responsible for accurate and timely order processing in accordance with company policies and procedures with minimum supervision.
* Order types include distributor orders, international orders, transfer orders, further manufacturing orders, firm future orders, direct ship marketing program orders, reclass orders, upgraded orders, and consignment orders.
* Advises distributors of the expected delivery time and provides detail when delays, changes to orders, routing, price, and availability for open backorders occur.
* Keeps good records of customer responses and records details of inquiries, complaints, and comments as well as actions taken into KPP.
* Organize and schedule work with minimal supervisory direction.
* Acceptance of changes in priorities and additional workload such as helping co-workers in the department with their daily work to ensure task completion each day.
**Qualifications/Requirements**
* Extreme sense of urgency.
* Personally accountable and welcomes responsibility.
* Ability to effectively communicate orally and in written form.
* Knowledge of internal systems such as PMATES, PWINS, arenaflex Parts Portal, and other applications.
* Proficient PC skills. Knowledge and experience using the Microsoft Office Suite of programs including Word, Excel, Access, and PowerPoint.
* High attention to detail in a fast-paced multi-task environment.
**Essential Skills and Competencies**
* Excellent communication and interpersonal skills.
* Ability to work in a team environment and provide support to colleagues as needed.
* Strong problem-solving and analytical skills.
* Proficiency in Microsoft Office Suite and internal systems.
* Ability to multitask and prioritize tasks effectively.
* Strong attention to detail and organizational skills.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative, you will have opportunities to:
* Develop your skills and knowledge in customer service, order processing, and internal systems.
* Work with a diverse team of professionals who are passionate about delivering exceptional customer experiences.
* Participate in training programs and workshops to enhance your skills and knowledge.
* Take on additional responsibilities and contribute to the growth and success of the team.
**Work Environment and Company Culture**
Our call center environment is fast-paced and dynamic, with a focus on providing exceptional customer experiences. As a Customer Service Representative, you will work in a team environment with a supportive and collaborative culture. We value diversity, inclusion, and employee well-being, and offer a range of benefits and perks to support your physical and mental health.
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* Comprehensive health insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Professional development opportunities.
* Recognition and rewards programs.
**How to Apply**
If you are 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 look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Apply Now
**Job Overview**
As a Customer Service Representative at arenaflex, you will work in a fast-paced call center environment, providing support to our North American distributors through accurate and efficient order processing. This includes entering, cancelling, and obtaining details of orders to advise distributors according to arenaflex parts policies, communicating with all arenaflex distributors by phone, email, and/or fax to provide information about parts orders and backorders, assessing and fulfilling customer needs, and educating the customer where applicable.
**Scope**
You will be responsible for a proportional share of the coordination of 82,250 orders annually by providing timely, accurate, and up-to-date delivery promises on open backorders. Effectively managing communications to a NA Distributor base of 1,300 locations, which includes the Mining, Construction, Forest, Forklift, and Utility business units, is a key aspect of this role. You will also answer a proportional share of the 10,000 phone requests received monthly, with a focus on answering 97% of all calls and 95% of those within 3 minutes.
**Key Job Responsibilities**
* Requires professional telephone skills and the ability to effectively communicate with distributors and co-workers.
* Multi-tasking skills to get work completed while answering phones, emails, arenaflex Parts portal requests, and doing follow-up work with minimal supervision.
* Optimum response time is within 24 hours of initial receipt of backorder.
* Responsible for accurate and timely order processing in accordance with company policies and procedures with minimum supervision.
* Order types include distributor orders, international orders, transfer orders, further manufacturing orders, firm future orders, direct ship marketing program orders, reclass orders, upgraded orders, and consignment orders.
* Advises distributors of the expected delivery time and provides detail when delays, changes to orders, routing, price, and availability for open backorders occur.
* Keeps good records of customer responses and records details of inquiries, complaints, and comments as well as actions taken into KPP.
* Organize and schedule work with minimal supervisory direction.
* Acceptance of changes in priorities and additional workload such as helping co-workers in the department with their daily work to ensure task completion each day.
**Qualifications/Requirements**
* Extreme sense of urgency.
* Personally accountable and welcomes responsibility.
* Ability to effectively communicate orally and in written form.
* Knowledge of internal systems such as PMATES, PWINS, arenaflex Parts Portal, and other applications.
* Proficient PC skills. Knowledge and experience using the Microsoft Office Suite of programs including Word, Excel, Access, and PowerPoint.
* High attention to detail in a fast-paced multi-task environment.
**Essential Skills and Competencies**
* Excellent communication and interpersonal skills.
* Ability to work in a team environment and provide support to colleagues as needed.
* Strong problem-solving and analytical skills.
* Proficiency in Microsoft Office Suite and internal systems.
* Ability to multitask and prioritize tasks effectively.
* Strong attention to detail and organizational skills.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative, you will have opportunities to:
* Develop your skills and knowledge in customer service, order processing, and internal systems.
* Work with a diverse team of professionals who are passionate about delivering exceptional customer experiences.
* Participate in training programs and workshops to enhance your skills and knowledge.
* Take on additional responsibilities and contribute to the growth and success of the team.
**Work Environment and Company Culture**
Our call center environment is fast-paced and dynamic, with a focus on providing exceptional customer experiences. As a Customer Service Representative, you will work in a team environment with a supportive and collaborative culture. We value diversity, inclusion, and employee well-being, and offer a range of benefits and perks to support your physical and mental health.
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* Comprehensive health insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Professional development opportunities.
* Recognition and rewards programs.
**How to Apply**
If you are 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 look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Apply Now