Experienced Customer Service Manager – Roofing Products Division

At arenaflex, we're dedicated to delivering exceptional customer experiences that drive growth and loyalty. As a leading manufacturer of fastening products and technologies for the commercial roofing and construction industries, we're committed to innovation, quality, and customer satisfaction. Our Roofing Products Division is seeking an experienced Customer Service Manager to join our team and lead the way in delivering world-class customer service.

About arenaflex

arenaflex is a global company with a rich history of innovation and excellence. Headquartered in western Massachusetts, we operate manufacturing facilities in Massachusetts, Illinois, and Minnesota, serving customers worldwide. Our company values integrity, teamwork, diversity, trust, respect, commitment, and a passion for excellence. We're an equal opportunity employer, prioritizing the safety of our employees and customers.

Position Overview

Our Roofing Products Division is a leading global manufacturer and supplier of value-added components for the commercial roofing industry. We're committed to providing customer service as a competitive advantage, and our Customer Service Manager plays a critical role in achieving this goal. This position uses analytics to measure performance against goals, streamline service operations, forecast potential challenges, and facilitate field service support and product distribution. The Customer Service Manager works closely with Sales, Operations, and Marketing to track key activities and communicates customer issues back into the organization for quick resolution.

Key Responsibilities

As a Customer Service Manager at arenaflex, you'll be responsible for:

• Promoting safety as the number one priority of all arenaflex employees
• Improving customer service experience, creating engaged customers, and facilitating organic growth
• Taking ownership of customer issues and following problems through to resolution, handling high-profile challenges directly
• Setting a clear mission for the Customer Service team and working with Sales and Marketing management to develop and implement mission-focused strategies
• Improving customer service quality results using continuous improvement tools, including evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing change
• Utilizing available data to analyze performance against goals for the team, but also product availability versus demand
• Working with Key Account Managers and Operations to prioritize product distribution based on customer demand
• Developing customer service resources to provide an exceptional experience through strong leadership, motivation, and inspiration
• Maximizing team performance by implementing metrics to track progress and report on performance against goals
• Adhering to and managing approved department budget
• Keeping ahead of industry developments and applying best practices to areas of improvement, including the use of new technologies and techniques
• Updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
• Performing other tasks as assigned

Requirements

To be successful in this role, you'll need:

• A Bachelor's Degree preferred
• 10+ years' experience in a customer service-related position (experience managing a team of resources preferred)
• Ability to prioritize well, communicate clearly, and influence cross-functional teams effectively
• Demonstrated ability to develop team resources to deliver excellent customer experience
• Demonstrated ability to develop strong comprehension of products and services
• Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment, demonstrating a strong bias for action
• Strong analytical and quantitative skills, including the ability to use hard data and metrics to back up assumptions and drive effectiveness
• Strong presentation skills
• Experience utilizing enterprise resource planning system (QAD preferred)
• Exceptional PC skills using the full MS Office Suite, inclusive of Excel, PowerPoint, and Word
• Ability to travel up to 20%
• Positive attitude, good judgment, and excellent time management skills
• Strong sense of responsibility and ownership

Physical Requirements

This role requires:

• Prolonged periods of sitting and reaching; occasional bending, stooping, walking, or other similar physical activity for inspection of cables and hardware
• Extensive use of hands, fingers, and arms in operations requiring constant handling of paper documents, computing, and entering data using a computer keyboard, mouse, power tools, and other computer components
• Clarity of vision at 20 inches or less to read and enter numerical data
• Ability to hear normal verbal conversation with or without corrective devices to communicate with co-workers and customers
• Ability to walk, stand, stoop, kneel, crouch, crawl, use hands to handle or feel objects, tools, or controls, reach with hands and arms, climb or balance; and occasionally lift/push/pull/carry up to 25 pounds

Benefits

As an arenaflex employee, you'll enjoy:

• Robust Safety Team to prioritize your safety
• Diversity, Equity, and Inclusion Council promoting an inclusive environment where all employees feel valued, respected, and heard
• Medical, Dental, Vision coverage
• Life Insurance, Short Term and Long Term Disability, etc.
• 401(k) and Roth IRA options, with company match, after 30 days
• Paid Holidays - no waiting period
• Multiple Bonus Opportunities, such as referrals and new hires
• Tuition Reimbursement
• Wellness Membership Reimbursement
• On-site Yoga, Massage, Fitness Training
• Career Advancement Opportunities
• Employee Recognition Programs
• Summer BBQ's, Transparent Communication, Health Wellness Challenges, and many other Employee Events
• Financial Wellness Program
• Raffles, OMG gear, prizes... and more!

How to Apply

If you're passionate about delivering exceptional customer experiences and leading a team to success, we encourage you to apply for this exciting opportunity. Visit our website to learn more about arenaflex and our commitment to innovation, quality, and customer satisfaction. Apply for this job