Experienced Customer Account Representative – Delivering Exceptional Service and Driving Business Growth through Strategic Account Management and Customer Engagement

Introduction to arenaflex

At arenaflex, we are driven by an unwavering passion to revolutionize the way we live and work. Our mission is built on the foundation of transforming lives through innovative solutions, and this journey begins with our talented team members. We strive to create an inclusive environment where diversity, equity, and belonging are not just values, but the essence of our culture. As we continue to push boundaries and challenge the status quo, we are seeking a highly skilled and dedicated Customer Account Representative to join our dynamic team.

Job Overview

The Customer Account Representative role at arenaflex is a unique opportunity for a service-oriented and results-driven individual to make a significant impact on our customers' experiences. As a key member of our customer-facing team, you will be responsible for providing professional, top-notch service to our existing and prospective customers, as well as our sales team, through a consultative approach. Your passion for helping others, attention to detail, and ability to troubleshoot issues will be essential in exceeding customer expectations and driving business growth.

Key Responsibilities

• Respond to customer and sales requests via phone, email, and live chat, ensuring timely and effective communication.
• Troubleshoot issues or concerns by providing solutions and/or recommendations with a sense of urgency, demonstrating a customer-centric approach.
• Serve as the point of contact for addressing pre and post-order, shipment, and invoicing needs, including freight and warranty claims, product returns, replacement orders, customer credits, and bills.
• Complete daily tasks within pre-established timelines by prioritizing multiple tasks with minimal direction from management, showcasing your ability to work independently and efficiently.
• Meet team and customer performance metrics, goals, and deadlines in a fast-paced, ever-changing, high-performing team-based environment, demonstrating your adaptability and resilience.
• Manage end-to-end customer experience and maintain accurate account documentation, ensuring seamless communication and issue resolution.
• Build and provide B2B quotes with accurate delivery times to customers as requested, demonstrating your knowledge of our products and services.
• Monitor multiple order statuses and take action on orders not progressing through the order fulfillment cycle, ensuring timely and effective issue resolution.
• Collaborate with the Warehouse team, Territory Sales Managers, Credit, and Supply Chain to follow up on orders and address any questions, demonstrating your ability to work effectively in a team environment.
• Continuously drive customer base to utilize the e-commerce navigation, promoting a seamless and efficient customer experience.
• Maintain high-level product portfolio knowledge, staying up-to-date on our products and services to provide expert guidance and support to customers.
• Recommend improvements to management in service, product, procedures, and/or packaging to support operational excellence or prevent future issues, demonstrating your proactive and innovative approach.
• Complete ad-hoc projects as needed, showcasing your flexibility and willingness to adapt to changing priorities and requirements.

Requirements

To be successful in this role, you will need to possess the following essential qualifications:

• Bachelor's Degree in Business or a related field, or a minimum of 1 year of customer service work experience, demonstrating your foundation in customer-facing roles.
• Excellent interpersonal, verbal, and written communication skills, enabling you to effectively communicate with customers, sales teams, and internal stakeholders.
• Ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion, demonstrating your customer-centric approach.
• Flexibility and ability to prioritize and complete a variety of simultaneous tasks with a high level of organization and attention to detail, showcasing your ability to work efficiently in a fast-paced environment.
• Ability and willingness to learn and adapt quickly to rapidly evolving business processes, demonstrating your proactive and innovative approach.
• Experience with Salesforce.com, Oracle ERP, and Google Suite is a plus, although not required, as we provide comprehensive training and support to ensure your success.
• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively, and execute tasks with minimum supervision, demonstrating your ability to work independently and efficiently.

Preferred Qualifications

• Previous experience in a customer-facing role, preferably in a similar industry or sector, demonstrating your understanding of customer needs and expectations.
• Knowledge of e-commerce platforms and customer relationship management (CRM) software, enabling you to effectively utilize our systems and tools.
• Proven track record of consistently meeting or exceeding performance metrics, goals, and deadlines, demonstrating your ability to drive results and achieve success.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Communication skills: Excellent verbal and written communication skills, with the ability to effectively communicate with customers, sales teams, and internal stakeholders.
• Problem-solving skills: Ability to troubleshoot issues and provide solutions, demonstrating a customer-centric approach and a proactive, innovative mindset.
• Time management skills: Ability to prioritize and complete multiple tasks with minimal direction from management, showcasing your ability to work efficiently and effectively in a fast-paced environment.
• Adaptability: Ability to adapt quickly to rapidly evolving business processes, demonstrating your proactive and innovative approach.
• Teamwork: Ability to work effectively in a team environment, collaborating with internal stakeholders to drive results and achieve success.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our team members. As a Customer Account Representative, you will have access to comprehensive training and support, enabling you to develop your skills and knowledge and advance your career. You will also have the opportunity to work with a talented and dedicated team, collaborating to drive results and achieve success.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative, with a focus on innovation, creativity, and customer satisfaction. We prioritize diversity, equity, and inclusion, fostering a culture of belonging and respect. As a team member, you will be encouraged to share your ideas, feedback, and perspectives, contributing to our mission and vision.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a starting salary range of $17.50 to $23.34 per hour, depending on experience and location. You will also be eligible for a range of benefits, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Additionally, you may be eligible for annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards.

Conclusion

If you are a motivated, customer-focused, and results-driven individual with a passion for delivering exceptional service and driving business growth, we encourage you to apply for the Customer Account Representative role at arenaflex. As a key member of our team, you will have the opportunity to make a significant impact on our customers' experiences, drive business results, and advance your career in a dynamic and supportive environment. Apply now to join our talented team and embark on an exciting journey of growth, learning, and success.