Experienced Customer Service Representative – Delivering Exceptional Support and Sales Excellence in the Telecommunications Industry at arenaflex

Introduction to arenaflex

arenaflex is a global leader in the manufacturing of industry-leading fiber optic cable, connectivity, and accessories, providing engineering and installation services to some of the world's largest telecom customers. With a rich history dating back to 1984, our company has evolved from a single fiber optic cable to a diverse portfolio of thousands of products, generating over $1.5 billion in revenue and employing approximately 7,000 associates worldwide. At arenaflex, we recognize that our employees are our greatest asset, and we are committed to investing in their success and providing opportunities for professional development and growth.

About the Role

We are seeking an experienced Customer Service Representative to join our team in Duncan, SC. As a key member of our Customer Service team, you will be responsible for assisting customers and agents with all aspects of the sales process for products supplied by arenaflex Telecommunication into various markets. Your primary focus will be on delivering exceptional customer support, ensuring timely and accurate order processing, and identifying opportunities to drive sales growth.

Key Responsibilities

• Respond to Request For Quote (RFQ) and market leads, including qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time.
• Analyze quotes to identify additional sales opportunities and solicit quote feedback from customers.
• Process customer purchase orders and change orders, reviewing purchase orders against quotes, contracts, or arenaflex standard terms and conditions, and resolving any discrepancies.
• Manage customers' open orders, processing expedites, reviewing open orders to identify and address issues, and communicating status and issues to customers.
• Liaise with manufacturing and commercial departments to gather information and resolve any issues that may arise.
• Maintain accurate records of RFQ, quotations, customer purchase orders, and sales order acknowledgments.
• Assist customers with additional information requirements, including providing tracking information, proof of delivery, invoices, packing slips, product literature, basic technical data, test reports, website, and arenaflex Direct instructions.
• Submit customer complaints and assist in problem-solving efforts to implement corrective actions.
• Process Return Material Authorization (RMA) requests, obtaining facts, obtaining decisions to accept or reject requests, creating and issuing RMAs, monitoring RMAs, and expediting replacement orders as required.
• Support the resolution of Accounts Receivable issues with customers, determining the reason for deductions or non-payment, assessing the validity of the issue, and determining whether collection or credit is appropriate.
• Issue manual credits and invoices, determining if an adjustment is appropriate, obtaining approval, and completing transactions with documentation.
• Monitor customer accounts, understanding issues, trends, and the overall health of the customer-supplier relationship to assist the organization in servicing and supporting our customers.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in Business or Communications preferred, or equivalent experience.
• 1-2 years of manufacturing customer service experience preferred, although we will consider otherwise qualified candidates who have demonstrated initiative and a desire to grow.
• Intermediate user of MS Office required, with experience in Oracle and/or customer relationship management software preferred.

Preferred Qualifications

In addition to the essential qualifications, the following skills and competencies are preferred:

• Excellent interpersonal skills, with a good command of the English language, both written and verbal.
• Initiative and a self-starter mentality, with the ability to execute projects from start to finish in an efficient and timely manner.
• Ability to multitask and juggle multiple projects without losing sight of the details.
• Team player with the ability to take direction and work comfortably in a cross-functional, multi-cultural environment.
• Detail-oriented, with a focus on accuracy and quality in order processing and quotations.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to investing in the growth and development of our employees. As a Customer Service Representative, you will have access to:

• Professional development and training programs to enhance your skills and knowledge.
• Tuition reimbursement programs to support your ongoing education and career advancement.
• Opportunities for career advancement within the company, with a focus on promoting from within.
• A collaborative and supportive work environment that encourages innovation and creativity.

Work Environment and Company Culture

arenaflex offers a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on a foundation of:

• Respect and empathy for our customers, employees, and stakeholders.
• A commitment to excellence and quality in everything we do.
• A focus on innovation and continuous improvement, with a willingness to take calculated risks and try new approaches.
• A strong sense of community and social responsibility, with a focus on giving back to the communities we serve.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A hybrid office schedule for qualifying employees, with flexible work arrangements to support work-life balance.
• A flexible time-off policy, with generous paid vacation and sick leave.
• A 401(k) company match program, with up to 4% dollar-for-dollar matching contributions.
• Excellent medical, dental, vision, and life insurance policy options, with a focus on supporting the health and well-being of our employees.
• Opportunities for career advancement and professional growth, with a focus on promoting from within and developing our employees' skills and knowledge.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional support and sales excellence, we encourage you to apply for this exciting opportunity to join the arenaflex team as a Customer Service Representative. With a commitment to investing in our employees' success and providing opportunities for growth and development, we offer a dynamic and inclusive work environment that values diversity, equity, and inclusion. Apply today to take the first step in your career journey with arenaflex!