Customer Service Associate – Global Order Management & Partner Support Specialist (Pharmaceutical Diagnostics, EST Shift)

About arenaflex

At arenaflex, we are driven by a singular mission: to advance precision health and improve patient lives in the moments that matter most. Operating at the intersection of science, technology, and compassionate care, arenaflex delivers cutting-edge pharmaceutical diagnostics solutions, including contrast media and molecular imaging agents, to healthcare professionals across more than 100 countries. With a workforce of over 4,000 dedicated employees supporting three patients every single second, our work carries real-world impact on a global scale. Every interaction we have with a customer, distributor, or subsidiary plays a vital role in keeping that promise alive.

Joining arenaflex means becoming part of a purpose-driven organization that values humility, transparency, focus, ownership, and unyielding integrity. We believe in empowering our teams with the tools, training, and trust they need to deliver world-class service. Whether you are assisting a hospital in São Paulo, a distribution partner in Tokyo, or a research facility in Berlin, your work at arenaflex helps ensure life-changing diagnostics reach the people who need them, when they need them.

Position Summary

We are seeking a highly motivated, detail-oriented, and customer-focused Customer Service Associate – Global Order Management & Partner Support Specialist to join our dynamic team within the arenaflex Pharmaceutical Diagnostics (PDx) business unit. In this role, you will serve as a critical link between our end customers, international distributors, and internal departments, ensuring that every order, inquiry, and quotation is handled with precision, professionalism, and care.

This position operates on a closing shift schedule of 9:30 AM to 6:30 PM Eastern Standard Time (EST), with a one-hour lunch break daily. The ideal candidate thrives in a structured, fast-paced environment, communicates with confidence across cultures, and takes pride in delivering an outstanding service experience at every touchpoint.

Key Responsibilities

As a Customer Service Associate at arenaflex, you will be entrusted with a wide range of responsibilities designed to ensure customer satisfaction, operational accuracy, and seamless cross-functional collaboration. Your core duties will include, but are not limited to:

• Delivering Exceptional Customer Service: Provide an outstanding service experience to end customers, distributors, and subsidiaries, ensuring every interaction reflects arenaflex’s commitment to excellence and patient impact.
• Order Management: Receive orders from customers and process them in full alignment with company policy and established systems. Follow each order through to shipment, ensuring a quality of service that meets or exceeds expectations.
• Cross-Functional Collaboration: Work closely with other departments within arenaflex to facilitate timely dispute resolution and effective issue management, ensuring customer concerns are addressed with urgency and accuracy.
• Relationship Building: Establish and nurture close, trust-based relationships with customers and commercial partners. Become a reliable point of contact who understands their needs and proactively supports their goals.
• Timely Query Response: Respond to all customer queries in a timely, courteous, and professional manner, maintaining the high service standards arenaflex is known for.
• Product & Supply Chain Knowledge: Develop a solid understanding of arenaflex products and a strong working knowledge of the Supply Chain to provide accurate, informed support to customers and partners.
• Team Contribution: Work as a collaborative team member with a flexible and proactive approach to continuously increase and maintain the quality of service delivered.
• Interdepartmental Coordination: Build effective relationships with other departments to better understand the impact of various processes on customers and service levels.
• Accurate Information Sharing: Provide customers with knowledgeable, accurate, and up-to-date information regarding products, services, and processes.
• Quotation Management: Raise quotations for customers and distributors as requested, ensuring all quotes are prepared in line with arenaflex Company Policy and applicable procedures.

Essential Qualifications and Requirements

To succeed in this role, candidates must demonstrate the following qualifications and attributes:

• Customer Service Experience: Some prior experience in a customer service or customer-facing environment is required, with a proven ability to handle inquiries professionally and efficiently.
• Communication Skills: Outstanding communication skills, both written and oral, are essential. The ability to convey information clearly, listen actively, and adapt tone to the audience is critical.
• Technical Proficiency: Competence in Microsoft Excel and Word is required, with the ability to manage spreadsheets, documents, and data with accuracy.
• Self-Management: The ability to manage oneself and assigned tasks in a proactive, organized, and independent manner.
• Organizational Skills: Excellent organizational and administrative skills, with the ability to juggle multiple priorities and meet deadlines.
• Attention to Detail: A meticulous eye for detail, ensuring accuracy in order entry, quotations, and customer communications.
• Problem-Solving Aptitude: A calm, analytical, and solution-oriented approach to problem solving, especially when navigating complex customer inquiries.
• Language Skills: Ability to communicate effectively in the local language, with additional languages welcomed based on the requirements of the role.
• Shift Availability: Ability to consistently work the closing shift of 9:30 AM to 6:30 PM EST, including a one-hour lunch break daily.

Preferred Qualifications and Desired Characteristics

While not strictly required, the following characteristics will help a candidate stand out and thrive at arenaflex:

• Cross-Functional Team Experience: Demonstrated ability to work effectively in cross-functional, cross-country team environments, collaborating with colleagues from diverse backgrounds and locations.
• Team-Oriented Mindset: A strong willingness to work as part of a team, while also driving and progressing individual projects with accountability.
• ERP/SAP Knowledge: Familiarity with enterprise resource planning systems, particularly SAP, is highly desirable.
• Spanish Fluency: Fluency in Spanish is a strong plus, given the global nature of arenaflex’s customer base and distribution network.

Skills and Competencies for Success

Beyond the formal qualifications listed above, the most successful Customer Service Associates at arenaflex tend to demonstrate a blend of the following competencies:

• Empathy and Patience: The ability to understand customer perspectives, especially in high-pressure or emotionally charged situations.
• Resilience: The capacity to remain composed, professional, and effective when handling difficult conversations or tight deadlines.
• Cultural Sensitivity: An appreciation for cultural differences and the ability to communicate respectfully across global markets.
• Adaptability: Comfort with change, ambiguity, and evolving customer needs in a fast-moving global organization.
• Continuous Learning: A growth mindset and eagerness to expand product knowledge, systems expertise, and industry awareness.

Career Growth and Learning Opportunities

At arenaflex, we believe that our people are our greatest asset, and we are deeply committed to their professional development. When you join our Customer Service team, you gain access to a robust ecosystem of learning and growth opportunities, including:

• Structured onboarding and product training programs to help you master our portfolio and order management systems.
• Mentorship from experienced professionals within the arenaflex global network.
• Opportunities to expand your expertise in supply chain, regulatory compliance, and international customer relations.
• Clear career pathways into senior customer service, account management, supply chain operations, or commercial roles.
• Tuition reimbursement and continuous education support to help you pursue further certifications and degrees.

Work Environment and Company Culture

Working at arenaflex means becoming part of a culture built on care, collaboration, and a relentless focus on patient outcomes. We live and breathe our core behaviors every day:

• Act with Humility and Build Trust: We treat every colleague, customer, and partner with respect and honesty.
• Lead with Transparency: We communicate openly, share information freely, and embrace feedback as a tool for improvement.
• Deliver with Focus: We concentrate on what matters most and execute with discipline.
• Drive Ownership: We take accountability for our work, our decisions, and our impact.
• Unyielding Integrity: We do the right thing, even when no one is watching.

You will be part of a diverse, inclusive, and globally connected team that supports one another and celebrates collective success. arenaflex fosters an environment where every voice is heard, every contribution is valued, and every employee is empowered to make a difference.

Compensation, Perks, and Benefits

arenaflex is proud to offer a comprehensive total rewards package designed to support your health, well-being, and financial future. Our compensation philosophy reflects the global strength and scale of our organization, while remaining competitive within the healthcare and diagnostics industry. For U.S.-based positions, the pay range for this role is $40,800 to $61,200 annually, with consideration given to skills, qualifications, experience, and location. High-performing employees may also be eligible for performance-based incentive compensation, including cash bonuses and long-term incentives.

Our benefits package is designed to give you the flexibility and security you need to thrive at work and at home. Highlights include:

• Comprehensive medical, dental, and vision insurance coverage
• Generous paid time off to support work-life balance
• A 401(k) retirement plan with both employee and company contribution opportunities
• Life, disability, and accident insurance for peace of mind
• Tuition reimbursement to invest in your continued education
• Professional development programs and career advancement resources

Equal Opportunity Employment

arenaflex is an Equal Opportunity Employer. We are committed to creating an inclusive workplace where every employee can thrive. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or any other characteristic protected by applicable law.

Legal authorization to work in the United States is required for this position. arenaflex will not sponsor individuals for employment visas for this job opening. Any offer of employment is conditioned upon the successful completion of a drug screen, as applicable.

Please note that while arenaflex does not currently require U.S. employees to be vaccinated against COVID-19, some customers may have vaccination mandates that apply to certain arenaflex employees. Relocation assistance is not provided for this position.

How to Apply

If you are a service-driven professional who thrives in a global, mission-focused environment, we invite you to apply and become part of the arenaflex story. Bring your skills, your curiosity, and your commitment to excellence, and join a team where your work directly supports better patient outcomes around the world. Together, we deliver precision health—one customer, one order, and one moment at a time.