Experienced Customer Service Representative I – Climate Technologies Support

At arenaflex, we're not just a global climate technologies company – we're a team of innovators, engineers, and problem-solvers working together to create a more sustainable future. With a passion for delivering exceptional customer experiences, we're seeking an experienced Customer Service Representative I to join our team and help us revolutionize the way we interact with our customers.

About arenaflex

arenaflex is a global leader in climate technologies, dedicated to creating sustainable and efficient spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain and bring comfort to people globally. Our best-in-class engineering, design, and manufacturing combined with category-leading brands in compression, controls, software, and monitoring solutions result in next-generation climate technology that's built for the needs of the world ahead.

Job Objective

As a Customer Service Representative I, you'll be the face of arenaflex, providing exceptional customer care and solutions via phone, email, portal/online, and chat. You'll be responsible for performing production work for the assigned specialized function, ensuring that our customers receive the highest level of service and support.

Responsibilities and Outputs

Main Duties

* Provide professional and efficient customer service as guided by defined processes and procedures, using tools and systems, within the assigned function or scope of work as follows: + Pricing and availability + Sales order entry + Order approvals + Customer master maintenance + Quotes + Order / shipment status + Product lead times + Cross reference + General product information

• Provide professional and accurate solutions for customer concerns through implementing the following:

+ Expedite orders + Invoice corrections and credits + Tracking, correction, and processing of missing, misread, or incomplete purchase orders + Customer complaints, including but not limited to, communication of order acknowledgement and tracking information, late shipments, missed or incorrect orders, and requests for credit

• Manage efficient usage of production time and company resources through the following:

+ Accuracy in Interaction Handling + Maintaining productivity within acceptable transaction volume levels (15%)

Additional Functions

* Attend training, workshops, seminars, and focus group discussions of the team

• Work within defined operational and employee goals by contributing to other projects, if needed
• Act as a backup for colleagues if needed
• Identify process improvement opportunities and work cross-functionally as assigned to improve customer experience
• Complete additional assignments as directed by leadership

Job Specifications

Educational Background

* Graduate of any 4-year business or behavioral discipline course

• Graduate of any engineering discipline course will also be considered

Work Experience or Training

* At least two (2) years experience gained from interactive customer service and related functions

• At least one (1) year experience gained from marketing, sales, supply chain, or similar function a plus
• Background in offshore service operations is a plus

Skills and Abilities

* Customer service-minded

• Ability to assume cross-trained function in the event of low utilization
• Ability to assume backup functions in the event of skills and capacity constraints
• Excellent written and spoken communication skills in English. Ability to speak or write in another language is an advantage but not required, unless identified by the customer and support requirements
• Strong attention to detail and demonstrated time management skills
• Strong problem-solving and critical thinking skills
• Computer application skills such as MS Office Applications, NetSuite, Salesforce, Genesys Cloud, and other business systems and tools

Other Work Conditions

* Willing to work on shifting operations which may include weekends with scheduled days off, to support the assigned business and customers

• Must be able to effectively and independently function while maintaining a positive energy level in an environment of constantly shifting demands

Competency Profile

* Analyze Issues

• Drive for Results
• Foster Teamwork
• Build Relationships

Our Commitment to Our People

At arenaflex, we're united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future – for our generation and all those to come. Through groundbreaking innovations, HVACR technology, and cold chain solutions, we're reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial. Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal – to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Flexible and Competitive Benefits Plans

We offer flexible and competitive benefits plans that meet your individual/family needs. Our benefits include:

• Flexible time off plans, including paid parental leave (maternal and paternal), vacation, and holiday leave
• Comprehensive health insurance
• Retirement savings plan
• Employee assistance program
• And more!

Our Commitment to Diversity, Equity & Inclusion

At arenaflex, we believe having a diverse, equitable, and inclusive environment is critical to our success. We're committed to creating a culture where every employee feels welcomed, heard, respected, and valued for their experiences, ideas, perspectives, and expertise. Ultimately, our diverse and inclusive culture is the key to driving industry-leading innovation, better serving our customers, and making a positive impact in the communities where we live.

Equal Opportunity Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We're committed to providing a workplace free of any discrimination or harassment.

Join Our Team

If you're passionate about delivering exceptional customer experiences and want to be part of a team that's revolutionizing the climate technologies industry, we want to hear from you! Apply now to become a Customer Service Representative I at arenaflex and start your journey today! Apply for this job