Experienced Customer Service Analyst – Data-Driven Insights and Process Excellence

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Service Analyst, you'll play a vital role in driving business growth, improving customer satisfaction, and streamlining processes. If you're passionate about data analysis, problem-solving, and customer-centricity, we want to hear from you!

About arenaflex

arenaflex is a leading innovator in the industry, dedicated to providing sustainable specialty coating solutions that touch millions of lives every day. With a rich 115-year history, we've established ourselves as a market leader in direct thermal paper and film products in North America. Our commitment to innovation, customer satisfaction, and employee well-being has earned us the Fox Cities Chamber of Commerce Employee Friendly Workplace certification.

The Role

As a Customer Service Analyst, you'll be responsible for leveraging reporting tools to analyze customer service data, identify trends, and develop process enhancements that drive business growth and customer satisfaction. You'll work closely with various departments to ensure service levels and customer interactions exceed expectations. Your impact will be felt across the organization, from improving lead-time and deliver-to-promise rates to enhancing customer preference and market share.

Key Responsibilities:

* Analyze customer service data to identify trends, develop, and implement process enhancements

• Assist customers with product information, order processing, and issue resolution
• Collaborate with cross-functional departments to drive efficiency and cost savings
• Update customer pricing profiles and investigate discrepancies
• Maintain and update parts database and inventory management systems
• Develop and implement procedures for effective parts set up and tracking
• Support sales with access to data and tools
• Support Commercial Operations Leader as needed
• Serve as back-up support to customer service function

Your Impact:

* Enterprise Value: 60% + Work alongside sales and supply chain to deliver best-in-class customer service as measured by lead-time, deliver-to-promise, inventory utilization, and customer preference (market share) for arenaflex solutions + Manage a pipeline of optimization projects that deliver $200k+ in margin enhancements annually

• Organizational Development: 40%

+ Drive process improvement and automation of routine customer support tasks + Embed the use of analytics and data as a basis for identifying the most impactful projects, customers, applications, and processes for the arenaflex team to focus on

What It Takes:

* Drive for results, self-motivated, engaged learner, information technology capable, passionate about the customer, and making things better through data

• 3+ years of experience in customer service analysis or a similar role
• Strong problem-solving abilities, analytical skills, and attention to detail
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office Suite (D365, Excel, PowerBI) and customer service software
• Ability to work in a fast-paced environment and handle multiple tasks

What We Offer:

* Competitive salary and comprehensive benefits package, including full, low-cost coverage for health, vision, and dental insurance

• 100% 401(k) match up to the first 5% contributed, with full vesting day 1
• Generous annual time off package: vacation starts at two (2) weeks and increases based on previous experience, supplemented by one (1) week of sick and emergency time, twelve (12) holidays per year, and paid volunteer and parental leave
• Tuition reimbursement (up to $5,250 annually), scholarships for dependents, monthly cell phone reimbursement, and much more!

Work Environment and Culture:

* arenaflex is committed to promoting work-life balance and integration by investing significantly in employee-friendly policies and practices

• Our 24/7, onsite fitness center is available for all employees to stay healthy and active
• We prioritize the health and happiness of our employees, granting new hires eligibility for benefits starting on the 1st of the month following their hire date

Why Join arenaflex?

* Be part of a dynamic and innovative organization that's shaping the future of customer experiences

• Collaborate with a talented team of professionals who share your passion for customer-centricity and data-driven insights
• Enjoy a comprehensive benefits package and competitive salary that reflects your value to the organization
• Take advantage of opportunities for professional growth and development, including tuition reimbursement and scholarships for dependents

How to Apply:

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Apply for this job