Experienced Customer Service Representative – Remote Opportunity with arenaflex

Are you a customer-focused individual with a passion for delivering exceptional service? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking a highly motivated and results-driven Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing top-notch support to our customers, resolving issues, and driving sales growth.

About arenaflex

arenaflex is a leading provider of innovative solutions and services to the telecommunications industry. With a rich history dating back to 1984, we have established ourselves as a trusted partner to some of the largest telecom customers in the world. Our commitment to excellence, customer satisfaction, and employee development has earned us a reputation as a leader in our industry. With a global presence and a team of over 7,000 associates, we offer a dynamic and challenging work environment that fosters growth and opportunities for advancement.

What We Offer

At arenaflex, we believe in investing in our employees and providing them with the tools and resources they need to succeed. Here are some of the benefits you can expect:

• A competitive salary and benefits package
• Flexible work arrangements, including remote work options
• Opportunities for career advancement and professional development
• Comprehensive training and tuition reimbursement programs
• Excellent medical, dental, vision, and life insurance options
• A hybrid office schedule to qualifying employees
• Flexible time off policy
• 401K company match (up to 4%- dollar for dollar)
• Professional development, training, and tuition reimbursement programs

Job Responsibilities

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

• Responding to Request For Quote (RFQ) and market leads, including qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time
• Analyzing quotes to identify additional sales where applicable, soliciting and recording quote feedback
• Processing customer purchase orders/change orders, including reviewing purchase order against quote, contract or AFL standard terms and conditions, resolving any discrepancies, creating sales order, supporting the resolution of credit holds, reviewing sales order for accuracy and sending acknowledgement to customer
• Managing customers' open orders, including processing customer expedites, periodic review of open order to identify and address issues, and communicating status/issues to customer
• Liaising with manufacturing and commercial departments to gather information and resolve any issues
• Filing and maintaining RFQ, quotation, customer purchase orders, and sales order acknowledgement
• Assisting customers with additional information requirements, including providing tracking information, proof of delivery (POD), invoices, packing slips, product literature, basic technical data, test reports, website and AFL Direct instructions
• Submitting customer complaints, including assisting in the problem-solving effort to include implementing corrective actions
• Processing Return Material Authorization (RMA) requests, including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved. Entering and expediting replacement orders as required
• Supporting resolution of Accounts Receivable issues with customers, including determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate. Working with Customer Service Manager (CSM) and/or Supervisor, Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution
• Issuing Manual Credits and Invoices, including determining if an adjustment is appropriate, obtaining approval, and completing transactions with documentation
• Monitoring customer accounts, including understanding issues, trends, and general "healthiness" of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service and product line managers) in the service and support of our customers
• Understanding, adhering to, and promoting the environmental, health & safety policies and complying with AFL business Policies and Procedure

Personal Qualities

To succeed in this role, you will need to possess:

• Interpersonal skills - a good command of the English language, both written and verbal, to communicate with both internal and external customers
• Initiative - a self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner
• Multi-tasking skills - the ability to juggle multiple tasks without losing sight of the details
• Team player - the ability to take direction, comfortable in a cross-functional, multi-cultural environment
• Detail-oriented - to ensure accuracy of order processing and quotations

Qualifications

To be considered for this role, you will need:

• A Bachelor's degree in Business or Communications, or equivalent experience
• 1-2 years of manufacturing customer service experience, or equivalent experience in a related field
• Intermediate user of MS Office
• Experience with Oracle and/or customer relationship management software, preferred

Working Conditions

This role will be based in a normal office environment, with opportunities for remote work. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply.

Don't Hesitate, Apply!

We value a great attitude and a willingness to learn above all. If you don't meet every single requirement, we encourage you to submit your application today. We look forward to hearing from you! Apply to this job Apply for this job