Experienced Customer Service Manager – Delivering World-Class Customer Experience in Roofing Products

At arenaflex, we're committed to providing exceptional customer service that sets us apart from the competition. As a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries, we understand the importance of building strong relationships with our customers. We're seeking an experienced Customer Service Manager to join our team and help us achieve our goal of delivering a world-class customer experience.

About arenaflex

arenaflex is a global company operating manufacturing facilities in Massachusetts, Illinois, and Minnesota. Our company values integrity, teamwork, diversity, trust, respect, commitment, and a passion for excellence. We prioritize the safety of our employees and customers, and we're committed to providing a positive and inclusive work environment.

Position Overview

Our Customer Service Manager will play a critical role in improving customer service experience, creating engaged customers, and facilitating organic growth. This position will work closely with Sales, Operations, and Marketing to track key activities and communicate customer issues back into the organization for quick resolution. The ideal candidate will have a deep understanding of product status in our ERP and be able to make determinations regarding shipping priorities.

Key Responsibilities

As a Customer Service Manager at arenaflex, you will be responsible for:

• Promoting safety as the number one priority of all arenaflex employees
• Improving customer service experience, creating engaged customers, and facilitating organic growth
• Taking ownership of customer issues and following problems through to resolution, handling high-profile challenges directly
• Setting a clear mission for the Customer Service team and working with Sales and Marketing management to develop and implement mission-focused strategies
• Improving customer service quality results utilizing continuous improvement tools, including evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing change
• Utilizing available data to analyze performance against goals for the team, but also product availability versus demand
• Working with Key Account Managers and Operations to prioritize product distribution based on customer demand
• Developing customer service resources to provide an exceptional experience through strong leadership, motivation, and inspiration
• Maximizing team performance by implementing metrics to track progress and report on performance against goals
• Adhering to and managing approved department budget
• Keeping ahead of industry developments and applying best practices to areas of improvement, including the use of new technologies and techniques
• Updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
• Performing other tasks as assigned

Requirements

To be successful in this role, you will need:

• A Bachelor's Degree preferred
• 10+ years' experience in a customer service-related position (experience managing a team of resources preferred)
• Ability to prioritize well, communicate clearly, and influence cross-functional teams effectively
• Demonstrated ability to develop team resources to deliver excellent customer experience
• Demonstrated ability to develop strong comprehension of products and services
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment, demonstrating a strong bias for action
• Strong analytical and quantitative skills, including the ability to use hard data and metrics to back up assumptions and drive effectiveness
• Strong presentation skills
• Experience utilizing enterprise resource planning system (QAD preferred)
• Exceptional PC skills using the full MS Office Suite, inclusive of Excel, PowerPoint, and Word
• Ability to travel up to 20%
• Positive attitude, good judgment, and excellent time management skills
• Strong sense of responsibility and ownership

Physical Requirements

This role requires:

• Prolonged periods of sitting and reaching; occasional bending, stooping, walking, or other similar physical activity for inspection of cables and hardware
• Extensive use of hands, fingers, and arms in operations requiring constant handling of paper documents, computing, and entering data using a computer keyboard, mouse, power tools, and other computer components
• Clarity of vision at 20 inches or less to read and enter numerical data
• Ability to hear normal verbal conversation with or without corrective devices to communicate with co-workers and customers
• Ability to walk, stand, stoop, kneel, crouch, crawl, use hands to handle or feel objects, tools, or controls, reach with hands and arms, climb or balance; and occasionally lift/push/pull/carry up to 25 pounds

Benefits

As an arenaflex employee, you will enjoy:

• Robust Safety Team to prioritize your safety
• Diversity, Equity, and Inclusion Council that promotes an inclusive environment where all employees feel valued, respected, and heard
• Medical, Dental, Vision coverage
• Life Insurance, Short-Term and Long-Term Disability, etc.
• 401(k) and Roth IRA options, with company match, after 30 days
• Paid Holidays - no waiting period
• Multiple Bonus Opportunities, such as referrals and new hires
• Tuition Reimbursement
• Wellness Membership Reimbursement
• On-Site Yoga, Massage, Fitness Training
• Career Advancement Opportunities
• Employee Recognition Programs
• Summer BBQ's, Transparent Communication, Health, Wellness Challenges, and many other Employee Events
• Financial Wellness Program
• Raffles, OMG gear, prizes... and more!

How to Apply

If you're passionate about delivering world-class customer service and want to join a dynamic team, please apply to this role by clicking on the link below: Apply Job! We look forward to hearing from you! Apply for this job