Experienced Homeoffice Advisor, Customer Service Freestyle – Driving Customer Satisfaction and Operational Excellence

At arenaflex, we're committed to delivering exceptional customer experiences and driving operational excellence across our diverse portfolio of iconic and innovative brands. As an Experienced Homeoffice Advisor, Customer Service Freestyle, you'll play a vital role in providing dedicated support to our customers and business partners, processing orders and inquiries, and resolving issues using our established service level agreements.

About arenaflex

arenaflex is a leading global beverage company with a rich history spanning over 130 years. Our portfolio represents over 250 products, including some of the most popular brands in the world, such as Coca-Cola, Simply, Fairlife, and Topo Chico. We work with a diverse group of customers, ranging from retail and grocery outlets to theme parks, movie theaters, restaurants, and many more. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner in the industry.

Job Summary

As an Experienced Homeoffice Advisor, Customer Service Freestyle, you'll be responsible for providing single-point contact for customers, managing customer orders, and resolving issues using order management systems. You'll work closely with internal stakeholders, including Sales/Brokers and Product Supply System, to resolve issues and provide resolution to customers. Your expertise will be essential in evaluating credit requests, expedite requests, and other customer-related issues.

Key Responsibilities

• Provide Single Point of Contact for Customers: Receive phone calls and emails from customers or internal stakeholders and enter them into the Inquiry Database. Capture and document customer issues and resolutions correctly.

• Manage Customer Orders: Create orders as needed to meet customer-requested arrival dates while minimizing cost to serve.
• Resolve Customer Issues: Work with internal stakeholders to resolve issues and provide resolution to customers using order management systems.
• Evaluate Credit Requests: Evaluate credit requests from customers for damaged and defective cartridges and issue credits accordingly.
• Expedite Requests: Evaluate customers' expedite requests, determine the most cost-effective method of delivery to meet customer needs, and work with distributors to arrange hot shots, plants to coordinate next-day air shipments, and couriers to move product from one location to another, as needed.
• Improve Quality, Speed, and Capabilities: Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
• Ad Hoc Projects: Assist Product Order Management with special projects as needed.

Essential Qualifications

• Strong Customer Service, Problem-Solving, and Communication Skills: Provide exceptional customer service, resolve issues efficiently, and communicate effectively with customers and internal stakeholders.

• Knowledge of CCNA PSS, Order Management, and Customer Services Processes and Systems: Understand our order management systems, customer services processes, and CCNA PSS.
• Sense of Urgency, Detail-Oriented, and Clear Documentation: Work with a sense of urgency, maintain attention to detail, and provide clear and thorough documentation in the Inquiry Database.
• Independent Work Style: Operate independently with minimal daily supervision, as you'll be working from home or in various US and Canada offices.

Preferred Qualifications

• Experience with SAP, Inquiry Database, Excel, and Pivot Tables: Familiarity with our systems, including SAP, Inquiry Database, Excel, and Pivot Tables.

• Knowledge of Genesys, FET Sales Force, and MS Teams: Understanding of our communication and collaboration tools, including Genesys, FET Sales Force, and MS Teams.
• Continuous Improvement Mindset: Commitment to continuous improvement and passion for learning and growth.

Systems Used

• SAP: Our enterprise resource planning system.

• Inquiry Database: Our database for capturing and documenting customer issues and resolutions.
• Excel and Pivot Tables: Our spreadsheet software for data analysis and reporting.
• SharePoint Knowledge Management: Our knowledge management system for sharing best practices and knowledge.
• Genesys: Our customer relationship management system.
• FET Sales Force: Our sales force automation system.
• MS Teams: Our collaboration and communication platform.
• MyCoke: Our customer portal for order management and tracking.

Education

• High School Diploma or GED Equivalent: A high school diploma or equivalent is required.

What We Can Do For You

• Iconic & Innovative Brands: Work with our portfolio of over 250 products, including some of the most popular brands in the world.

• Expansive & Diverse Customers: Interact with a diverse group of customers, ranging from retail and grocery outlets to theme parks, movie theaters, restaurants, and many more.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Pay Range

The base pay for this role is $60,200 - $74,100, depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage

The annual incentive reference value percentage for this role is 7.5, indicating performance at target.

Our Purpose and Growth Culture

We're taking deliberate action to nurture an inclusive culture that's grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive, and agile – and value how we work as much as what we achieve.

Apply Now

If you're passionate about delivering exceptional customer experiences and driving operational excellence, we encourage you to apply for this exciting opportunity. Visit our website to learn more about our company culture and values. Apply for this job