Experienced Full Stack Customer Service Leader – Driving Customer Experience Excellence at arenaflex

At arenaflex, we're a leading organization in the automotive industry, dedicated to delivering exceptional products and services to our customers. As a key player in the industry, we're committed to building profitable, enduring growth among all our customers with an unrelenting drive to exceed their expectations. We're now seeking an exceptional leader to join our team as the Vice President of Customer Service, responsible for leading our North American customer service responsibilities across all arenaflex business units.

About arenaflex

arenaflex is a privately held organization and leader in automotive repair and maintenance products. Headquartered in Cleveland, Ohio, with operations found around the globe, we're a team of professionals dedicated to delivering innovative solutions that meet the evolving needs of our customers. Our commitment to excellence is reflected in our products, services, and customer experience, and we're now seeking a talented leader to join our team and drive customer service excellence.

Job Summary

As the Vice President of Customer Service, you'll be responsible for leading our customer service departments, including customer service order management and customer experience teams, to ensure efficient processing of customer orders and responses to customer requests. You'll serve as the liaison between customer service and other functions within the organization, including IT, finance, sales, planning, and distribution. Your exceptional leadership skills, attention to detail, and ability to drive customer service excellence will be instrumental in achieving our goals.

Key Responsibilities

* Draft, implement, and execute policies and procedures to facilitate a quality customer service experience

• Review processes and procedures and identify improvements to create efficiency
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Drive customer service role standardization across the business units
• Develop role-based KPIs with appropriate tracking mechanisms
• Direct and oversee customer service processes, including establishing internal control procedures, conducting audits, and documentation
• Recruit, interview, hire, and train departmental staff and provide performance feedback
• Oversee the daily workflow of the department
• Build relationships with IT to ensure there are no gaps in our ability to meet customer needs
• Represent the customer service function on key cross-functional corporate initiatives
• Responsible for directing and assuring compliance with all policies, procedures, and customer-specific requirements related to orders
• Schedule workload and standardize work hours driven by US customer base

Essential Qualifications

* Bachelor's degree and a minimum of 10 years' experience leading high-performing customer service organizations

• Extensive experience with EDI and manual order management within Oracle and/or SAP ERP environments
• Call center and CRM management experience
• Experience servicing automotive aftermarket customers from US-based distribution centers
• Experience researching and implementing tools and systems related to order management functions
• Understanding of order receipt to delivery supply chain concepts and processes
• Understanding of the order-to-cash process
• Proficient with Microsoft Office Suite, specifically Excel, PowerPoint, and Word
• Proficient in Office 365 SharePoint and Teams
• Power BI data visualization development is a plus
• Strong analytical and problem-solving skills
• Strong management and leadership skills
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Must have English fluency with confidence and ability to hold complex conversations with US-based customers
• Up to 20% overnight travel domestically and internationally. Valid passport required

Preferred Qualifications

* Experience working across multiple business units operating on different order management systems

• Experience managing customer service and customer experience at a consumer packaged goods or finished goods manufacturer

What We Offer

* Competitive salary, commensurate with experience

• Opportunity to work with a leading organization in the automotive industry
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career advancement and professional growth

How to Apply

If you're a motivated and experienced leader looking to drive customer service excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Take the Next Step

Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story. Apply To This Job Apply for this job