Experienced Customer Service Representative - Onsite Role in Michigan

At arenaflex, we are a critical part of the healthcare process, empowering our customers to advance healthcare across the full continuum of care. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products, and services that make a difference in the lives of patients every day. Our mission is to deliver exceptional service and support to our customers, and our success starts with our teammates.

About arenaflex

arenaflex is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. arenaflex is headquartered in Richmond, Virginia, and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America, and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.

Life at arenaflex

When you become an arenaflex teammate, you're joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values—Integrity, Development, Excellence, Accountability, and Listening—arenaflex teammates strive to deliver superior service across the continuum of healthcare. arenaflex is committed to creating a growth-oriented culture that values each teammate's perspective and contributions.

Job Summary

We are seeking an experienced Customer Service Representative to join our team in Ann Arbor, MI. As a Customer Service Representative, you will provide exceptional support to our customers by utilizing critical thinking skills and available resources to deliver superior service. You will handle various tasks such as order management, product flow, backorder resolution, and processing credits as needed or requested. You will serve as the main point of contact for customers, ensuring a high level of satisfaction through efficient and effective communication.

Key Responsibilities

* Provide exceptional support to customers by utilizing critical thinking skills and available resources to deliver superior service

• Handle various tasks such as order management, product flow, backorder resolution, and processing credits as needed or requested
• Serve as the main point of contact for customers, ensuring a high level of satisfaction through efficient and effective communication
• Handle all inbound and outbound calls and digital interactions with professionalism and efficiency, resolving inquiries or directing them to the appropriate Customer Service team or internal departments
• Proactively follow up on outstanding tasks to ensure timely completion and keep customers updated as required
• Document all communications and activities in case management software for accurate tracking
• Complete tasks with dedication to supporting specific customers, recognizing that requirements may vary based on customer circumstances and needs
• Takes on various functions within the Customer Service team, including order management, product flow, backorder management, and credits, as needed
• Research and verify order line errors, making accurate corrections to UOM/product/part number issues as per customer requirements
• Collaborate with Operations and Inventory Control to investigate and resolve shipping/receiving discrepancies
• Execute all expedites, Inter-Branch Transfer (IBT), and resource requests accurately and cost-effectively
• Process credits, reships, and returns, and obtain Certificates of Destruction for unreturned items
• Ensure all applicable fees are assessed accurately according to arenaflex's policy
• Maintain a broad understanding of cross-functional roles within the Customer Service team and other departments
• Demonstrate the ability to learn and support other teams outside the assigned Customer Service Team as needed

Essential Qualifications

* High School diploma or equivalent; college degree in a relevant field (business, communications, healthcare, etc.) is preferred

• 1-2 years of customer service experience, preferably in a healthcare-related industry
• Customer Service certification is preferred
• Strong interpersonal skills with a customer service focus
• Ability to thrive in a matrix organization under multiple guidance
• Excellent verbal and written communication skills
• Strong planning, organizational, and recordkeeping abilities
• Capable of working independently and collaboratively to resolve issues
• Strong follow-up skills
• Proficient in MS Office; quick learner of ERP and CRM systems, with Salesforce experience preferred
• Critical thinking skills to determine optimal problem resolutions; ability to triage customer issues
• Knowledge of the healthcare industry is preferred

Preferred Qualifications

* Experience working in a fast-paced, dynamic environment

• Ability to work in a team environment and collaborate with cross-functional teams
• Strong problem-solving skills and ability to think critically
• Experience with case management software and other customer service tools
• Knowledge of healthcare regulations and compliance

Benefits and Perks

* Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company
• On-site gym and wellness programs
• Recognition and reward programs
• Flexible work arrangements and work-life balance

How to Apply

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis. arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law. Apply Job! Apply for this job