**Experienced Full Stack Customer Care Representative – 3rd Shift Remote Support**
At arenaflex, we're dedicated to creating a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. As a key member of our Customer Operations team, you'll play a vital role in delivering exceptional customer experiences and driving business growth. We're seeking an experienced and motivated Customer Care Representative to join our 3rd shift remote support team, working closely with customers, sales teams, and internal stakeholders to resolve issues, answer questions, and provide top-notch support.
**About arenaflex**
arenaflex is a leading provider of innovative healthcare and life science solutions, serving customers worldwide. Our mission is to help create a healthier and safer world by delivering cutting-edge products and services that meet the evolving needs of our customers. With a strong commitment to quality, innovation, and customer satisfaction, we're dedicated to building long-term relationships with our customers and partners.
**Job Summary**
As a Customer Care Representative, you'll be responsible for managing inbound calls, emails, and other customer inquiries, providing timely and effective solutions to meet customer needs. You'll work closely with cross-functional teams, including sales, technical support, and logistics, to ensure seamless customer experiences and drive business growth. This is a fully remote, 3rd shift position, requiring a flexible and self-motivated individual who can work independently and as part of a team.
**Key Responsibilities**
* Professionally handle incoming customer requests, ensuring prompt and thorough issue resolution
* Accurately and efficiently record customer purchase order data into Oracle, including orders received via phone, fax, email, EDI, and Internet
* Process service dispatch calls through Siebel according to customer requests, page information to technicians, and escalate as needed
* Monitor dispatch boards until each page is accepted by the technician
* Manage customer contract response levels to meet customer expectations
* Investigate product backorders, freight shipments, and invoice inquiries, providing customers with up-to-date information
* Educate customers on product inquiries and reinforce information with product literature, utilizing arenaflex Intranet and website, product managers, or internal reference materials
* Research availability on service parts, quote service parts per customer request, and research customer inquiries on product functionality
* Confirm order sell prices are in compliance with GPO contract prices
* Interface with freight carriers and corporate traffic for shipment routing, tracking, and proof of deliveries
* Facilitate cross-functional communications to ensure proper account setup, orders are free of account or item holds, tax issues are resolved, and products are shipped to meet customer requirements
* Research and document customer complaints into quality systems, ensuring all relevant facts and data are captured; escalate issues based on severity of complaint
* Run daily reports, including un-booked orders, process holds, credit card authorization failures, and specific product reports as needed
* Provide post-order management support, including issue resolution
* Utilize available resources to update or increase knowledge on products, systems, procedures, and corporate initiatives
* Support continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs)
**Experience, Skills, and Abilities Needed**
* High school diploma and 1+ years of business experience
* Bachelor's degree preferred
* Experience working 3rd shift is preferred
* 1+ years of business experience with direct contact with customers and sales preferred
* Strong decision-making skills, understanding how decisions impact customers and the company
* Strong analytical and problem-solving capabilities
* Must demonstrate a high level of professionalism and integrity
* Excellent communication skills – written, verbal, and presentation
* Ability to handle multiple demands from many people and prioritize effectively
* Ability to maintain composure under pressure and demonstrate a "can-do" attitude
* Able to work well within a team
* Self-starter
**What arenaflex Offers**
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. Here's a brief overview of what we offer:
* Market-competitive pay
* Extensive paid time off and 9 added holidays
* Excellent healthcare, dental, and vision benefits
* Long/short-term disability coverage
* 401(k) with a company match
* Maternity and paternity leave
* Additional add-on benefits/discounts for programs such as pet insurance
* Tuition reimbursement and continued education programs
* Excellent opportunities for advancement in a stable, long-term career
**Pay Range and Bonus Eligibility**
The pay range for this opportunity is $34,000.00-$47,512.50. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than the listed range. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred, and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state, or local law.
**How to Apply**
If you're a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for this exciting role. Please visit our website to submit your application and join our team at arenaflex.
Apply Now
Apply Now
**About arenaflex**
arenaflex is a leading provider of innovative healthcare and life science solutions, serving customers worldwide. Our mission is to help create a healthier and safer world by delivering cutting-edge products and services that meet the evolving needs of our customers. With a strong commitment to quality, innovation, and customer satisfaction, we're dedicated to building long-term relationships with our customers and partners.
**Job Summary**
As a Customer Care Representative, you'll be responsible for managing inbound calls, emails, and other customer inquiries, providing timely and effective solutions to meet customer needs. You'll work closely with cross-functional teams, including sales, technical support, and logistics, to ensure seamless customer experiences and drive business growth. This is a fully remote, 3rd shift position, requiring a flexible and self-motivated individual who can work independently and as part of a team.
**Key Responsibilities**
* Professionally handle incoming customer requests, ensuring prompt and thorough issue resolution
* Accurately and efficiently record customer purchase order data into Oracle, including orders received via phone, fax, email, EDI, and Internet
* Process service dispatch calls through Siebel according to customer requests, page information to technicians, and escalate as needed
* Monitor dispatch boards until each page is accepted by the technician
* Manage customer contract response levels to meet customer expectations
* Investigate product backorders, freight shipments, and invoice inquiries, providing customers with up-to-date information
* Educate customers on product inquiries and reinforce information with product literature, utilizing arenaflex Intranet and website, product managers, or internal reference materials
* Research availability on service parts, quote service parts per customer request, and research customer inquiries on product functionality
* Confirm order sell prices are in compliance with GPO contract prices
* Interface with freight carriers and corporate traffic for shipment routing, tracking, and proof of deliveries
* Facilitate cross-functional communications to ensure proper account setup, orders are free of account or item holds, tax issues are resolved, and products are shipped to meet customer requirements
* Research and document customer complaints into quality systems, ensuring all relevant facts and data are captured; escalate issues based on severity of complaint
* Run daily reports, including un-booked orders, process holds, credit card authorization failures, and specific product reports as needed
* Provide post-order management support, including issue resolution
* Utilize available resources to update or increase knowledge on products, systems, procedures, and corporate initiatives
* Support continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs)
**Experience, Skills, and Abilities Needed**
* High school diploma and 1+ years of business experience
* Bachelor's degree preferred
* Experience working 3rd shift is preferred
* 1+ years of business experience with direct contact with customers and sales preferred
* Strong decision-making skills, understanding how decisions impact customers and the company
* Strong analytical and problem-solving capabilities
* Must demonstrate a high level of professionalism and integrity
* Excellent communication skills – written, verbal, and presentation
* Ability to handle multiple demands from many people and prioritize effectively
* Ability to maintain composure under pressure and demonstrate a "can-do" attitude
* Able to work well within a team
* Self-starter
**What arenaflex Offers**
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. Here's a brief overview of what we offer:
* Market-competitive pay
* Extensive paid time off and 9 added holidays
* Excellent healthcare, dental, and vision benefits
* Long/short-term disability coverage
* 401(k) with a company match
* Maternity and paternity leave
* Additional add-on benefits/discounts for programs such as pet insurance
* Tuition reimbursement and continued education programs
* Excellent opportunities for advancement in a stable, long-term career
**Pay Range and Bonus Eligibility**
The pay range for this opportunity is $34,000.00-$47,512.50. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than the listed range. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred, and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state, or local law.
**How to Apply**
If you're a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for this exciting role. Please visit our website to submit your application and join our team at arenaflex.
Apply Now
Apply Now