Experienced Customer Contact Representative Lead - Hybrid Role for Exceptional Customer Service and Team Leadership

Welcome to arenaflex: Where Customer Satisfaction Meets Exceptional Service

At arenaflex, we pride ourselves on being a community of food people who are passionate about delivering outstanding customer experiences. As a leader in the food industry, we are committed to providing our customers with the best possible service, and we are looking for a talented and experienced Customer Contact Representative Lead to join our team. In this hybrid role, you will have the opportunity to work remotely and onsite, providing exceptional leadership and support to our customer contact representative team.

About the Role

As a Customer Contact Representative Lead, you will serve as a subject matter expert and play a critical role in ensuring that our customers receive the highest level of service and support. You will work closely with our customer contact representative team, providing daily support, on-the-floor coaching, and new team member support to enable them to deliver exceptional service. Your problem-solving and people skills will be essential in building rapport with internal and external stakeholders, improving relationships, and enhancing the customer experience.

Key Responsibilities

• Mentor, advise, and lead team members to achieve the team's activities and goals, providing real-time feedback and necessary support
• Respond to immediate needs and questions related to company processes, products, policies, procedures, and tools, serving as a subject matter expert
• Take escalations from the team and support other internal department resources as needed
• Review and present daily metric and communication updates, as well as daily huddle announcements
• Provide thorough customer and order solution options to customers and contact representatives, addressing immediate needs and supporting customer challenges and concerns
• Collaborate with the Customer Contact Manager to support the coaching process, quality performance review, meeting and metric data support, and pull necessary reports to ensure measurement of quality and performance goals
• Participate in cross-company projects to improve and optimize the customer experience
• Conduct analysis to produce customer-specific reports or activities as contractually required
• Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, as well as other internal reporting as requested
• Approve service recovery requests as back-up support to Manager and provide guidance to peers
• Promote a positive and friendly environment that supports good morale and cooperation
• Help identify trending issues among customers, team members, products, and services from interactions with customers

Essential Qualifications

To be successful in this role, you will need:

• High School diploma or equivalent required, with a minimum of 5 years of customer service or support experience
• At least 5 years of previous sales support or customer service experience, with a proven track record of supporting customers and team members with exceptional service and leadership
• Foodservice or distribution experience preferred
• Experience working virtually (i.e., from home)
• Ability to communicate with customers and team members through various channels
• Acknowledge and resolve customer escalations or complaints
• Assist Manager with team support as necessary
• Product knowledge to support customer needs
• Initiate and resolve requests for customer or organizational reporting
• Coach and mentor colleagues as necessary
• Ensure customer satisfaction and provide professional customer support
• Organize and coordinate schedules

Skills and Competencies

The ideal candidate will possess:

• Professional leadership skills, with the ability to lead by example
• Excellent written and verbal communication skills
• Able to take direction and quickly learn new procedures, processes, and product information
• Open to feedback, with a culture of continuous improvement working towards individual and department goals
• Comfortable navigating technology, phone systems, and tools
• Strong attention to detail, multi-tasking, and time-management skills
• Detail-oriented with strong critical thinking ability to quickly define problems and reach valid conclusions
• Exceptional ability to collaborate with customers, vendors, and internal partners
• Customer service orientation and ability to adapt and respond to different personalities
• Advanced knowledge of Microsoft applications, with Salesforce.com experience

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Contact Representative Lead, you will have access to training and development opportunities, as well as the chance to work on cross-company projects and collaborate with other departments. You will also have the opportunity to develop your leadership skills and take on additional responsibilities as you grow in your role.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, inclusivity, and teamwork. We believe in creating a positive and supportive work environment that encourages collaboration, creativity, and innovation. As a hybrid role, you will have the flexibility to work remotely and onsite, allowing you to balance your work and personal life. Our team is passionate about delivering exceptional customer experiences, and we are looking for someone who shares our values and is committed to making a difference.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a typical pay range of $23.00 - $27.00 per hour, depending on location and experience. Our benefits package includes health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. We also offer opportunities for overtime compensation and professional development.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Contact Representative Lead at arenaflex, you will have the chance to make a real difference in the lives of our customers and team members. Don't miss out on this opportunity to join our community of food people and take your career to the next level. Apply now and become a part of our dynamic team!