Customer Service Specialist – Remote Logistics & Claims Management for Optical Supply Chain

About arenaflex – Pioneering Vision Solutions Worldwide

Since its founding in 1915, arenaflex has been a trusted partner to thousands of independent eye‑care professionals, delivering cutting‑edge optical products, lenses, frames, and sunglasses. As a proud member of a global leader in ophthalmic design and manufacturing, arenaflex combines more than a century of heritage with relentless innovation. Our mission is simple yet powerful: to enrich the lives of our customers, employees, and the communities we serve by providing clearer vision and exceptional service. Whether you’re a small boutique practice or a large retail chain, arenaflex equips you with the technology, expertise, and support needed to thrive in a fast‑evolving market.

Why This Role Matters

The Remote Customer Service Specialist sits at the heart of arenaflex’s Logistics Customer Service Department, based out of the Atlanta Service Center (ASC). In this pivotal position, you will be the first line of defense for escalated customer issues, ensuring that every claim, inquiry, and service request is resolved swiftly and professionally. Your work directly influences customer satisfaction, operational efficiency, and the overall reputation of arenaflex as a leader in the optical supply chain.

Key Responsibilities – What You’ll Do Every Day

• Serve as the liaison between logistics operations and the commercial organization, translating technical logistics data into clear, actionable insights for sales and account teams.
• Utilize SAP to monitor service level agreements (SLAs), track order status, and manage the end‑to‑end flow of customer claims.
• Own the collection and resolution of customer claims, ensuring that each issue is logged, investigated, and closed in accordance with arenaflex’s quality standards.
• Provide first‑line support to Customer Service Associates, offering guidance, troubleshooting, and mentorship when complex problems arise.
• Track and report daily and weekly metrics on customer service issues, delivering concise updates to internal stakeholders and senior leadership.
• Analyze KPI data to identify trends, recommend process improvements, and implement new procedures that enhance efficiency and reduce future escalations.
• Detect and proactively communicate any operational bottlenecks that could impede the smooth flow of customer orders, assigning appropriate priority and urgency.
• Deliver a best‑in‑class experience for both external customers and internal operations teams, embodying arenaflex’s commitment to excellence.
• Escalate critical issues to your Supervisor when resolution timelines threaten to exceed customer expectations, ensuring timely intervention.
• Support timely routing of customer orders to meet SLA commitments and required delivery dates, coordinating closely with warehouse and transportation partners.

Essential Qualifications – What We Require

• Bachelor’s degree or equivalent experience in business, supply chain, or a related field.
• 1–2 years of proven customer service experience, preferably within a logistics, warehouse, or transportation environment.
• Strong working knowledge of SAP, including navigation, reporting, and data entry.
• Advanced proficiency with Microsoft Office, especially Outlook and Excel (pivot tables, VLOOKUP, macros a plus).
• Demonstrated ability to influence cross‑functional teams and drive consensus.
• Excellent analytical, decision‑making, and creative problem‑solving capabilities.
• Outstanding written and verbal communication skills, with experience presenting data to senior stakeholders.
• Project management experience, including the ability to manage multiple priorities and meet tight deadlines.
• Collaborative mindset with a track record of working effectively with internal and external partners.

Preferred Qualifications – Nice‑to‑Have Extras

• Experience in the optical or eyewear industry, understanding of lens manufacturing processes, and familiarity with retail distribution channels.
• Certification in supply chain management (e.g., APICS, CSCP) or customer service excellence (e.g., HDI, ITIL).
• Exposure to data visualization tools such as Power BI or Tableau for KPI reporting.
• Previous remote work experience, demonstrating self‑discipline, time‑management, and virtual collaboration skills.

Core Skills & Competencies – How You’ll Succeed

• Customer‑Centric Mindset: A genuine passion for delivering exceptional service and turning challenges into opportunities.
• Technical Acumen: Ability to navigate SAP, extract meaningful data, and translate technical details into plain language.
• Analytical Thinking: Comfort with data analysis, trend identification, and root‑cause investigation.
• Communication Excellence: Clear, concise, and persuasive communication across email, phone, and virtual meetings.
• Organizational Agility: Strong multitasking abilities, prioritizing tasks based on impact and urgency.
• Team Collaboration: Proven ability to work across departments—logistics, sales, finance, and operations—to achieve shared goals.
• Process Improvement: A continuous‑improvement orientation, always seeking ways to streamline workflows and enhance service quality.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As a Remote Customer Service Specialist, you will gain deep exposure to supply chain dynamics, SAP analytics, and cross‑functional collaboration. Successful performers often progress to roles such as:

• Senior Logistics Analyst
• Customer Service Team Lead (Remote or On‑Site)
• Operations Project Manager
• Supply Chain Strategy Analyst

arenaflex invests heavily in employee development through tuition reimbursement, industry certifications, mentorship programs, and a robust internal learning portal. You’ll have access to webinars, workshops, and conferences that keep you at the forefront of optical technology and logistics best practices.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that reflects your experience, location, and performance. While exact figures vary, you can expect:

• Base salary aligned with market benchmarks for remote logistics roles.
• Performance‑based bonuses and commission opportunities tied to KPI achievement.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options, including 401(k) matching contributions.
• Generous paid time off, holidays, and flexible vacation policies.
• Employee discounts on arenaflex eyewear and accessories.
• Remote‑work stipend covering home office equipment and internet costs.
• Wellness programs, mental‑health resources, and employee assistance services.

Culture & Work Environment – Life at arenaflex

arenaflex fosters an inclusive, collaborative, and forward‑thinking culture. Our remote teams are empowered with the tools, autonomy, and support needed to thrive. Core values that define our workplace include:

• Integrity: We act with honesty and transparency in every interaction.
• Innovation: We continuously explore new technologies and processes to stay ahead.
• Customer Focus: Our customers’ success drives every decision we make.
• Teamwork: We celebrate diverse perspectives and encourage cross‑functional collaboration.
• Growth: We invest in our people’s professional development and career advancement.

Even though you’ll be working remotely, arenaflex ensures you feel connected through regular virtual town halls, team‑building activities, and an open‑door leadership approach. Our commitment to diversity, equity, and inclusion means every voice is heard, respected, and valued.

Equal Opportunity & Accommodations

arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, veteran status, or any other characteristic protected by law. If you require a reasonable accommodation during the application or interview process, please contact our accommodations hotline at 844‑303‑0229 or email [email protected].

How to Apply

If you are ready to join a dynamic, industry‑leading organization and make a tangible impact on the optical supply chain, we want to hear from you. Click the link below to submit your application, attach your resume, and share a brief cover letter outlining why you’re the perfect fit for this remote role at arenaflex.

Apply Job!

Take the Next Step – Join arenaflex Today

At arenaflex, your expertise will help shape the future of vision care for millions of customers worldwide. Embrace the challenge, grow your career, and become part of a legacy that has been built on quality, service, and innovation for over a century. Apply now and start your journey with arenaflex!