Experienced Customer Service Manager – Driving Revenue Growth and Business Retention at arenaflex

At arenaflex, we're committed to delivering exceptional customer experiences that drive revenue growth and business retention. As an Experienced Customer Service Manager, you'll play a pivotal role in shaping our customer-centric approach, ensuring consistent levels of satisfaction, and promoting productivity across our operations. If you're a seasoned professional with a passion for customer service, sales, and leadership, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, dedicated to empowering businesses to thrive in a rapidly changing world. Our team of experts is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of collaboration, innovation, and growth. As a valued member of our team, you'll have the opportunity to make a meaningful impact, develop your skills, and contribute to our mission of driving business success.

Job Summary

As an Experienced Customer Service Manager at arenaflex, you'll be responsible for leading our customer service team, ensuring the delivery of administrative and operational assistance, and promoting revenue growth and business retention. You'll act as a resource to customers, providing guidance and support on handling unique business and production concerns. This is an onsite position that will split time between our Batavia and Carol Stream locations.

Essential Duties and Responsibilities

• Directly responsible for the fulfillment of all arenaflex commitments with the customer base, ensuring that customers' requirements are satisfied.

• Provide training, guidance, and professional development for all direct reports, empowering them to excel in their roles.
• Supervise the review of PFM, E&O, and stocking programs, ensuring seamless execution and continuous improvement.
• Monitor customer service levels and identify opportunities to enhance satisfaction metrics, ensuring that customers receive all necessary technical support and resources to maintain a strong relationship.
• Receive and answer calls from customers, resolving requests and questions in a timely and effective manner, with follow-up to ensure complete satisfaction.
• Provide data and sales forecasts for production scheduling and material requirements, driving informed decision-making and operational efficiency.
• Monitor market trends and conduct competitor analysis to ensure continued relations with customers, identifying accounts where order activity may be reducing and developing plans to retain these customers.
• Make timely and effective decisions, often on the spot, without needing input from other sources, leveraging your knowledge and business experience.
• Determine customer service requirements by maintaining contact with customers, benchmarking best practices, analyzing information, and applying industry knowledge.
• Accountable for customer service quality, ensuring that all interactions meet arenaflex's high standards.
• Coordinate and provide direction for customers, taking the extra step to work across functions to ensure a high level of customer service is maintained.
• Develop and maintain a broad functional knowledge of all arenaflex capabilities, including production operations and product range.
• Understand and follow arenaflex's quality certifications (i.e., ISO, QS) as relates to your position.
• Accept special projects and duties as assigned, demonstrating flexibility and a commitment to excellence.

Required Skills and Attributes

• Prior experience in sales and/or customer service, with knowledge of machining manufacturing.

• Ability to quickly understand the customer's business, their products, and industry.
• Recognize and alert the organization to new business opportunities, demonstrating a proactive and entrepreneurial mindset.
• Solid follow-up skills, ensuring that all customer interactions are completed and customers are satisfied.
• Customer-centric approach, prioritizing the needs and expectations of our customers.
• Ability to generate reports and business correspondences as needed, demonstrating strong communication and administrative skills.
• Excellent computer skills to effectively work with procurement-related software (Vantage), generate correspondences, perform data entry, and more.
• Excellent troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Excellent organizational skills, required to complete work assignments and prioritize urgent matters.
• Ability to multitask under pressure, coping with stress and maintaining a composed, professional manner in all circumstances related to customers or co-workers.
• Ability to apply excellent business acumen and collaborative skills to work across functions when resolving problems.
• Demonstrated management skills, with experience leading a team and driving results.
• Confident and able to take the initiative when necessary, demonstrating a proactive and results-driven approach.

Education and Experience

• Bachelor's degree in a discipline related to the functional work role, with 5 years of relevant work experience or demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience in a related manufacturing environment.

• Prior experience leading a team required, with a proven track record of success.
• Contract manufacturing experience required, with a deep understanding of the industry and its challenges.

Physical Job Requirements

• Regularly required to walk or sit for the duration of the workday, 9 hours.

• Frequently may lift, push, or pull up to 45 lbs.
• Frequently required to walk, stand, stoop, kneel, reach, or bend.
• Frequently required to perform repetitive hand movements when doing computer work or paperwork.
• Specific vision abilities required by this job include close vision, with 20/20 vision or corrected vision to 20/20 vision required.

What We Offer

At arenaflex, we're committed to providing a comprehensive benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health insurance, including medical, dental, and vision coverage
• 401(k) retirement plan with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for professional growth and development, including training and education programs
• Collaborative and dynamic work environment, with a focus on teamwork and innovation
• Recognition and rewards for outstanding performance and contributions

How to Apply

If you're a motivated and results-driven professional with a passion for customer service and leadership, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job