Experienced Customer Support Specialist - Advanced Support (Remote) at arenaflex

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Support Specialist - Advanced Support (Remote). In this role, you will play a critical part in driving the incremental growth of our Animal Health eCommerce shopping platform, ensuring premium e-commerce processes, programs, and enhancements are implemented and maintained as required.

About arenaflex

arenaflex is a leading provider of innovative solutions in the Animal Health industry. Our mission is to empower pet owners and veterinarians with cutting-edge technology and exceptional customer support. We are committed to fostering an inclusive and diverse workplace where talented individuals can grow and thrive. Our company culture values collaboration, innovation, and customer satisfaction above all else.

Key Responsibilities

As an Experienced Customer Support Specialist - Advanced Support (Remote), you will be responsible for:

• Managing the incremental growth of our Animal Health eCommerce shopping platform, ensuring premium e-commerce processes, programs, and enhancements are implemented and maintained as required.
• Providing support across the eCommerce business, partnering with departments such as IT, Master Data, Customer Service, Marketing, Pricing, and GPO teams.
• Building and maintaining relationships with internal stakeholders, including Site Planning, Site Logistics, E2E Planning, Logistics, Finance, and Quality.
• Managing operational functionalities related to the continued growth of online shopping, including forecasting and product allocation.
• Acting as primary contact for internal stakeholders related to demand and supply related to eCommerce shoppers and products.
• Ensuring appropriate and adequate communication to internal and external stakeholders.
• Liaising between arenaflex's Animal Health organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.
• Supporting the mitigation of supply risk by analysis of market needs.
• Overseeing the e-commerce website and ensuring it functions correctly.
• Auditing the website weekly to ensure products are correct and able to purchase, working with business leads when issues are identified.
• Maintaining and uploading new product images and information.
• Monitoring inventory levels for direct only products and identifying inventory risks, conducting root cause analysis.
• Responsible for forecast and order management, coordinating supply of product and related services, and looking after inventory management.
• Identifying and resolving supply issues aligning to product forecasting & demand.
• Responsible for data analysis on customer activity and product demand, ensuring order processing and warehouse SLAs are consistent and orders managed without disruption.
• Delivering against key eCommerce service targets.
• Managing connectivity and process flow for eCommerce returns, orders, credits, and debits.
• Providing audit support to ensure compliance required for RX and restricted products.
• Establishing work procedures and processes that support the company's and department's standards, procedures, and strategic directives.

Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in a relevant field (e.g., Business Administration, Marketing, or Computer Science).
• A minimum of 2-3 years of experience in a customer support or related role, preferably in the Animal Health industry.
• Strong collaboration and communication skills, with the ability to work effectively with department heads and stakeholders.
• Demonstrated ability to anticipate and solve problems, with a strong business judgment and decision-making ability.
• Solid analytical skills for independent problem-solving, with the ability to manage multiple priorities and deadlines.
• Stakeholder management, teamwork, and collaboration skills, with the ability to work at various levels, including executive leaders and across functional areas.
• SAP/Atlas experience, inventory management, order/return processes applications, and customer master set up related to customer online shopping access (desirable).
• Ways of Working (WoW) mindsets and behaviors, with the ability to demonstrate some of them regularly (desirable).
• Business and Finance acumen, with an understanding of the impact of own area's activities within the Supply Chain (desirable).

Key Competencies

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

• Communication proficiency, with the ability to articulate complex ideas simply and effectively.
• A detailed-oriented approach, with a commitment to accuracy and attention to detail.
• Self-driven and committed to self-improvement, with a growth mindset and a willingness to learn and adapt.
• Leadership skills, with the ability to motivate and inspire others.
• Organizational skills, with the ability to manage multiple priorities and deadlines.
• Performance management skills, with the ability to set goals and objectives and measure progress.
• Problem-solving and analysis skills, with the ability to identify and resolve complex issues.
• Technical capacity, with the ability to learn and adapt to new technologies and systems.

Benefits and Perks

As an Experienced Customer Support Specialist - Advanced Support (Remote) at arenaflex, you will enjoy:

• A competitive salary range of $68,400.00 - $107,700.00 (dependent on location and experience).
• Bonus eligibility and long-term incentive opportunities.
• Comprehensive health care and other insurance benefits for you and your family.
• Retirement benefits, including a 401(k) plan.
• Paid holidays, vacation, and sick days.
• Flexible work arrangements, including remote work options.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment, with a commitment to diversity and inclusion.

How to Apply

If you are a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to fostering an inclusive and diverse workplace where talented individuals can grow and thrive. We welcome applications from diverse candidates, including those with disabilities, and are committed to providing reasonable accommodations to ensure equal access to employment opportunities.

U.S. Hybrid Work Model

arenaflex is committed to providing a flexible and supportive work environment. Our U.S. Hybrid Work Model allows employees to work from home one day per week, with the option to work from home or in the office on other days. This model is subject to change and may not apply to all roles or locations.

Pay Transparency Nondiscrimination

arenaflex is committed to pay transparency and nondiscrimination. We provide a reasonable estimate of the salary range for this role, which may vary based on location and experience. We are an equal opportunity employer and do not discriminate on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Search Firm Representatives

arenaflex does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Apply for this job