Experienced Customer Contact Representative Lead – Hybrid Onsite & Remote Role at arenaflex

Join our community of food people at arenaflex, where we're passionate about delivering exceptional customer experiences and building strong relationships with our customers and partners. As a Customer Contact Representative Lead, you'll play a vital role in supporting our customers and sellers, providing timely resolutions to their requests, and ensuring they receive the highest level of service possible.

About arenaflex

arenaflex is a leading food distributor that serves a wide range of customers, from independent restaurants to large chain operators. We're committed to providing our customers with the best possible service, products, and solutions to help them succeed in the foodservice industry. Our team is dedicated to building strong relationships with our customers, partners, and each other, and we're always looking for talented individuals who share our passion for delivering exceptional customer experiences.

Job Summary

As a Customer Contact Representative Lead, you'll serve as a subject matter expert, providing guidance and support to our customer contact representatives. You'll work closely with our Customer Contact Manager to identify coaching and improvement opportunities for the team, and you'll be responsible for mentoring, advising, and leading team members to ensure they have the skills and knowledge they need to deliver excellent service. You'll also be responsible for reviewing and presenting daily metric and communication updates, and for participating in cross-company projects to improve and optimize the customer experience.

Essential Duties and Responsibilities

* Mentor, advise, and lead team members in their journey to best support the team's activities and goals

• Provide real-time feedback to peers, including communications and necessary support
• Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to arenaflex's process, products, policies, and procedures
• Take escalations from your team and support other internal department resources when needed
• Review and present daily metric and communication updates and daily huddle announcements
• Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns
• Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support
• Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline
• Participate in cross-company projects to improve and optimize the customer experience
• Conduct analysis to produce customer-specific reports or activities as contractually required
• Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement
• Approve service recovery requests as back-up support to Manager and provide guidance to peers
• Promote a positive and friendly environment supporting good morale and cooperation
• Help identify trending issues among customers, team members, products, and services from interactions with customers
• As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting, or other team responsibilities
• Provide other business support to Sellers as requested

Supervision

This role has no direct supervision responsibilities.

Relationships

Internal: Sales, Operations, Merchandising, Shared Business Services External: arenaflex Customers and Vendors

Qualifications

* Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience

• Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice/distribution experience preferred. Experience working virtually (i.e., from home)
• Tasks:

+ Ability to communicate with customers and team through various channels + Acknowledge and resolve customer escalations or complaints + Assist Manager with team support as necessary + Product knowledge to support customer needs + Initiate and resolve requests for customer or organizational reporting + Coach and mentor colleagues as necessary + Ensure customer satisfaction and provide professional customer support + Organize and coordinate schedules

• Knowledge/Skills/Abilities:

+ Professional leadership skills; someone who leads by example + Excellent written and verbal communication skills + Able to take direction and quickly learn new procedures, processes, product information + Open to feedback, believing in a culture of continuous improvement working toward individual and department goals + Comfortable navigating technology, phone systems, and tools + Strong attention to detail, multi-tasking, and time-management skills + Detail-oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions + Exceptional ability to collaborate with customers, vendors, and internal partners + Customer service orientation and ability to adapt and respond to different personalities + Advanced knowledge of Microsoft applications, Salesforce.com experience

Work Environment and Company Culture

As a hybrid role, you'll spend approximately 90% of your time working remotely and 10% of your time working onsite at one of our regional locations. We're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the values of teamwork, innovation, and customer focus, and we're always looking for talented individuals who share our passion for delivering exceptional customer experiences.

Compensation and Benefits

The typical pay for this role is around $23.00 - $27.00 per hour, depending on location and experience. Schedule is Monday - Friday. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: [insert link].

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply Job! Apply for this job