Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? Look no further than arenaflex, a global leader in packaging and protective solutions, where we're committed to creating a safer, more sustainable world.
At arenaflex, we're more than just a company – we're a community that values safety, people, passion, integrity, performance, and teamwork. Our innovative solutions protect the world, from tapes and films to packaging and protective products, as well as engineered coated materials and advanced packaging machinery. We're expanding our global team and seeking talented individuals like you to join our journey!
**About the Role**
As an Experienced Customer Service Manager at arenaflex, you'll play a critical role in driving customer satisfaction, loyalty, and retention. You'll lead a team of customer care employees, providing guidance, coaching, and direction to ensure they meet the company's business requirements. Your expertise will be instrumental in resolving complex customer issues, negotiating with customers to benefit all parties, and interpreting data to inform business decisions.
**Key Responsibilities**
* Manage error reports for CCR compliance to procedures and coach/train as necessary to support arenaflex policies and procedures.
* Approve/deny claims and RA's (return authorizations) within matrix approval guidelines and initiate CAR (corrective action report) where dollar amount is $2,000 and above per occurrence.
* Maintain up-to-date reports that assist in providing information to make decisions and plan activities for the customer care group.
* Negotiate with customers to benefit all parties.
* Coach and direct the activities of customer care employees to establish goals and priorities that meet the company's business requirements.
* Conduct performance appraisals for direct reports.
* Interpret data and integrate numerous spreadsheets.
* Demonstrate ability to multitask without loss of efficiency or accuracy.
* Interact with internal contacts – Customer Care Reps, Managers, Directors, and V.P. level.
* Interact with external contacts – Customer feedback, account managers feedback on the assistance received from customer care reps.
* Demonstrate quality leadership capabilities to promote a positive environment, foster teamwork, maintain turnover rate at or below targeted guidelines, promote continuous improvement initiatives to achieve the customer care vision.
* Active participation and lead teams with the goal of improvements to Key Performance Indicators for the Customer Care organization.
* Represent Customer Care in meetings with executives of various channels to support company initiatives.
* Daily communication with internal peers and directors. Related tasks as requested by supervisor.
* Other duties as assigned.
**Essential Skills and Experience**
* Business Degree is preferred. High School diploma or equivalent required.
* 2+ years of manufacturing customer service strongly preferred.
* 5 years of experience in supervisory or lead roles, within customer service.
* Proficient in Microsoft Office suite required.
* Excellent written and oral communication skills required.
* Exceptional organizational and time management skills required.
**Why Choose arenaflex?**
At arenaflex, you'll find more than just a job – you'll find a place where your success is our success. We pride ourselves on a culture built around strong relationships, where every team member plays a crucial role in our growth. Whether it's through cross-department collaboration, continuous training, or sustainability-driven initiatives, we create an environment where you can thrive.
Our commitment to sustainability influences everything we do, from designing eco-friendly products to minimizing waste in our production processes. We're dedicated to building a greener future while providing safe, supportive workplaces for our people.
With over 40 years of industry expertise and a proven track record of growth and innovation, arenaflex offers a stable, secure environment where you can flourish!
**What We Offer**
* Competitive pay
* Extensive benefits that support you and your family
* Exciting career development opportunities
* Ongoing training and support to help you succeed
* A dynamic, fast-paced work environment where no two days are ever the same
* A culture built around strong relationships and teamwork
* Opportunities to make a real impact and contribute to our mission
**Join Our Team**
If you're a motivated, results-driven professional with a passion for delivering exceptional customer experiences, we want to hear from you! Apply today to become a part of our arenaflex team and start your journey towards a brighter, more sustainable future.