At arenaflex, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests, and, most importantly, our Associates. In fact, we see a day when each will say, “I can’t live without them.”
Our arenaflex family of Associates is 20,000 strong, ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists. Each of them plays an integral role in arenaflex’s People First culture, Operational Excellence, and Insights that Drive Solutions. Ready to contribute to the success of our food solutions company? Apply now!
**Location:**
1133 Kingwood Avenue - Norfolk, Virginia 23502
**Job Description:**
**Position Summary:**
This role is responsible for managing the customer service process and meeting or exceeding the performance measures established for the assigned customer service team. Provide oversight to ensure customer issues are addressed in an accurate and timely manner. Perform root cause analysis on patterns to address and eliminate trend issues.
**Key Responsibilities:**
* Manage the assigned customer service team; provide oversight to ensure customer issues are addressed in a timely manner.
* Ensure customer service team follows issues through to completion and partners with other departments (i.e., IT, Distribution) as necessary to ensure communication and status updates of issue resolution with customer.
* Delegate, monitor, and coordinate department functions to meet deadlines required by customers and operations; schedule and organize personnel to accommodate anticipated workflow.
* Monitor/document the quality of transactions processed, incoming and outgoing telephone calls, images reviewed, and provide continuous feedback to staff.
* Develop effective working relationships with key customer contacts and maintain customer contact via telephone, e-mail, and written communication to maintain a positive relationship between the Company and the customers.
* Work to understand business conditions, future needs, document findings, and inform sales personnel of potential opportunities.
* Work closely with the National Account or Sales team and communicate information (i.e., orders, pricing issues, late deliveries, etc.) in a timely manner and work with internal departments to resolve any ongoing issues.
* Prepare and distribute reports to customers (i.e., late/missing orders, etc.) and research errors and issues to correct in a timely manner.
* Monitor issues and work with customers to maintain positive customer satisfaction.
* Oversee the maintenance of the customer service tracking database; ensure customer service team documents customer inquiries, requests, and issues in a timely and accurate manner.
* Evaluate the effectiveness of the customer service operation and the efficient utilization of customer service equipment; recommend process adjustments, corrective services, and system enhancements to ensure customer satisfaction meets or exceeds expected service levels.
* Perform root cause analysis on patterns of documented inquiries and issues to address and eliminate trend patterns as applicable.
* Participate in developing new customer service policies and procedures and recommend changes to existing practices as required to improve operations according to performance indicators or to support changing business requirements.
* Communicate, implement, and interpret customer service policies and procedures.
* Maintain severity level definitions and ensure team applies consistent sense of urgency to issues reported.
* Escalate severe issues regarding customer orders or service to management and/or IT Customer Support Center Management as appropriate.
* Work with management to create best solutions for customer.
* Maintain delivery/order schedules and contact information for shipping locations for national accounts as needed.
* Responsible for department management including staffing, training, performance management, and career development of associates, and developing and monitoring department goals.
* Develop and monitor department budget as required.
* Additional responsibilities may be assigned as needed.
**Essential Qualifications:**
* Associate's Degree (Required) Business Administration or related field or equivalent combination of education and/or experience.
* 5 years' customer service experience, preferably in food distribution industry.
* Two years supervisory experience.
* Excellent verbal and written communication skills.
* Strong ability to listen and elicit information effectively.
* Excellent organization, motivation, leadership, and interpersonal skills.
* Ability to lead, coach, and mentor staff.
* Demonstrated knowledge of customer support activities.
* Proficient with Microsoft Office Excel, Word, and PowerPoint.
**Physical Requirements:**
The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
May be required to lift and/or move 20 pounds. The Associate is frequently required to sit/stand/walk. While performing the duties of this position, the Associate is subject to a typical office environment and is rarely exposed to outside weather conditions. Temperatures may vary for those subject to any of the following areas: computer/server room, print shop, production area. The noise level in the work environment is usually low to moderate but may be high in distribution settings. Travel requirements vary by assignment.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we believe in investing in our Associates' growth and development. As a Customer Service and Sales Manager, you will have opportunities to:
* Develop leadership skills and mentorship experience
* Participate in training programs and workshops to enhance your knowledge and skills
* Collaborate with cross-functional teams to drive business results
* Contribute to the development of new policies and procedures
* Take on additional responsibilities and challenges to advance your career
**Work Environment and Company Culture:**
arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction. As a Customer Service and Sales Manager, you will be part of a team that is passionate about delivering exceptional service and driving business results. Our company culture is built on the principles of:
* People First: We prioritize our Associates' well-being and development
* Operational Excellence: We strive for efficiency, quality, and continuous improvement
* Insights that Drive Solutions: We leverage data and insights to drive business decisions and innovation
**Compensation, Perks, and Benefits:**
arenaflex offers a comprehensive Total Rewards benefits package that includes:
* Competitive salary and bonus structure
* Comprehensive health, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Professional development opportunities and training programs
* Recognition and reward programs for outstanding performance
**Equal Opportunity Employer:**
arenaflex is an Equal Opportunity Employer, including disability and veteran, that celebrates diversity and believes employing a diverse workforce is key to our success. We are committed to providing equal employment opportunities to all individuals.
**Apply Now:**
If you are a motivated and results-driven professional with a passion for customer service and sales, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information].