Job Description
At arenaflex, we're a leading global manufacturer and distributor to the Travel and Leisure industry, providing products to over 25,000 hotels in 109 countries. Our mission is to deliver exceptional customer experiences, and we're seeking a highly skilled and dedicated Customer Service Representative to join our team. As a valued member of our team, you'll play a critical role in supporting our Territory Managers and customers with the sales of hotel and operational supplies. **About arenaflex** arenaflex is a wholly owned subsidiary of Sysco, a 54 billion dollar, industry-leading global food and beverage distribution company. With a rich history of innovation and growth, we've expanded our business by over 200% in the last 7 years, achieving a billion dollars in annual revenue. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted partner in the Travel and Leisure industry. **Primary Responsibilities** As a Customer Service Representative, you'll be responsible for providing exceptional support to our Territory Managers and customers. Your key responsibilities will include: * Answering incoming calls and emails from Territory Managers, researching and providing information on estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, and more. * Providing customers with order history information, including item numbers, quantities, and pricing. * Processing orders, including new, cancellations, or additions to current orders, invoices, credits/returns, and responding to customer inquiries. * Entering and updating vendor drop ship orders, including vendor manufacturer ID, cost of goods, color specifications, sizes, and more. * Back orders – If an item is out of stock, checking ETA and determining if shipment can wait, needs to be pulled from another Distribution Center, or substituted with a replacement item. * Researching and obtaining ETA, proof of delivery, shipment tracking, and information on returns and other requests as needed. * Preparing and sending customer order acknowledgments. * Informing Territory Managers and customers of standard procedures, order status, and/or resolution of problems, if applicable. Following up, either verbally or in writing, to ensure proper customer satisfaction. **Problem Resolution** You'll be responsible for reviewing and resolving issues with customer orders, including delivery issues, shipment discrepancies, and back orders. You'll also review and process Adjustment Request Forms or Return Material Authorizations following approval and review any exceptions to Company's standard shipping policies with management. **Training** You'll regularly participate in Sysco Interactive University (SIU), vendor, and other company training programs to stay up-to-date on the latest industry trends and best practices. **Communication with Internal Departments** You'll communicate regularly with internal departments, including: * Accounting – updating on orders for Release on Hold. * Purchasing – tracking and proof of delivery, ETA on drop shipments, items discontinued for delivery replacement items. **Minimum Education and Experience** * High School diploma or GED required. College degree preferred. * 2 years' Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures, and practices; and inventoried product line specifications (dimensions, weight, etc.). * Call Center experience a plus. **Skills and Abilities** * Excellent communication (verbal and written), interpersonal, and professional interactive skills are necessary to perform at a high degree of proficiency. * Ability to effectively present information and respond to questions from suppliers, customers, management, and inter-department staff. * Customer Service – Respond promptly to requests for service and assistance as needed. Follow up as needed. * Planning / Organization - Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary. Uses time effectively. * Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. * Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisions. * Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Follows through on commitments. * Detail Oriented – Attention to details and accuracy. * Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access, and Outlook) and familiarity in maintaining a customer database and Internet navigation. **Physical Demands and Work Environment** The physical, mental, and environmental conditions in which the work is performed. The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job. * While performing the duties of this job, the employee is regularly required to sit, stand, walk, and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. * The employee is frequently required to sit and reach with hands and arms. * The employee may occasionally lift and/or move up to 20 pounds. * This position primarily works in an office environment. The noise level in the work environment is usually moderate. * This position may require evening and weekend work depending on business needs. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity. **Job Description Supersedes Prior Job Descriptions** This job description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between the Company and its employees. This job description supersedes prior job descriptions. **Apply to Join arenaflex** If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply to this exciting opportunity. Join our team at arenaflex and be part of a dynamic and growing organization that values innovation, teamwork, and customer satisfaction. Apply for this job