Experienced Customer Operations Advisor – Driving Exceptional Customer Experiences through Strategic Partnerships and Operational Excellence at arenaflex

Introduction to arenaflex

arenaflex is evolving as a consumer-centric total beverage company, dedicated to refreshing the world and making a difference. As a dynamic and innovative organization, we are committed to delivering exceptional customer experiences through our diverse portfolio of iconic brands. Our purpose is to nurture an inclusive culture that is grounded in our company purpose, and we are taking deliberate action to make a positive impact on our customers, employees, and the environment.

Job Summary

We are seeking a dedicated and experienced Advisor, Customer Operations to serve as a liaison and primary point of contact for our Foodservice customers, focusing on equipment service requirements. This dynamic role encapsulates the coordination of new installations, replacements, flavor changes, equipment removals, and other types of projects. As a key member of our team, you will embody the role of an arenaflex Ambassador, providing timely updates to stakeholders, troubleshooting operational issues, and stewarding crucial information to key decision-makers and Sales Executives.

Key Responsibilities

• Serve as a primary contact for diagnosing service issues and business needs, adopting, and implementing programs to drive customer satisfaction and loyalty
• Coordinate logistical details of closings, relocations, and remodels, ensuring seamless execution and minimal disruption to our customers
• Monitor and track all activity in our tracking systems, including Thirsty and QuickBase, to ensure accurate and timely updates
• Schedule installations, exchanges, buy-backs, or removals using our information systems, ensuring fulfillment that meets customer expectations
• Research and resolve varying issues using our information systems, providing expedient service, installation, or orders to our customers
• Confirm service details with customers, including follow-ups and order confirmations, to ensure customer satisfaction and loyalty
• Manage the sourcing and delivery of assets, and/or parts, utilizing our information systems to ensure timely and cost-effective solutions
• Handle inquiries/feedback diligently, maintaining a record in database tools to improve service performance and drive continuous improvement
• Establish partnerships with customers, clients, or third-party service providers to achieve shared goals and improve service, driving mutual growth and success
• Process and expedite orders while communicating demand for products or services effectively, ensuring that our customers receive the best possible service

Essential Qualifications

• High school diploma, GED, or an Undergraduate degree in Business Administration, Logistics, Supply Chain, or related field
• 2+ years of customer-facing experience in a call center, sales, or sales support role, with a proven track record of delivering exceptional customer experiences
• Superior communication and exceptional relationship-building skills, with the ability to build strong partnerships with our customers and stakeholders
• Proficiency with technical software applications, including our tracking systems and information systems
• In-depth knowledge of Account Management, including stewardship techniques and continuity of supply to ensure lasting partnerships
• Excellent problem-solving acumen, with robust leadership capabilities and the ability to drive continuous improvement
• Familiarity with distributor/distribution policies and an understanding of supplier fulfillment capabilities to meet customer and internal requirements

Preferred Qualifications

• Experience in the beverage industry, with a strong understanding of equipment installations and service requirements
• Knowledge of HVAC systems and refrigeration systems, with the ability to troubleshoot and resolve technical issues
• Experience with customer service software and technology, including CRM systems and helpdesk software
• Certifications or training in customer service, sales, or account management, with a commitment to ongoing learning and development

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Computer literacy, with proficiency in Microsoft Office and other software applications
• Customer service skills, with the ability to deliver exceptional customer experiences and build strong relationships
• Detail-oriented, with a focus on accuracy and attention to detail
• Equipment installations, with knowledge of HVAC systems and refrigeration systems
• Oral communications, with excellent verbal and written communication skills
• Technical support, with the ability to troubleshoot and resolve technical issues
• Troubleshooting, with a proactive approach to resolving issues and driving continuous improvement

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement and continuous learning. As a member of our team, you will have access to a range of training and development programs, including:

• Leadership development programs, with a focus on building leadership capabilities and driving business results
• Customer service training, with a focus on delivering exceptional customer experiences and building strong relationships
• Technical training, with a focus on equipment installations, HVAC systems, and refrigeration systems
• Mentorship programs, with the opportunity to work with experienced professionals and learn from their expertise

Work Environment and Company Culture

At arenaflex, we are proud of our inclusive and diverse culture, with a focus on nurturing a workplace that is grounded in our company purpose. We believe in:

• Empowering our employees, with a focus on building capabilities and driving business results
• Inclusive and diverse workplace, with a commitment to equal opportunities and diversity
• Continuous learning, with a focus on ongoing development and growth
• Agile and dynamic work environment, with a focus on innovation and continuous improvement

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, with a range of perks and benefits, including:

• Base pay, with a range of $64,700 - $77,600, depending on geography, job-related knowledge, skills, and experience
• Medical, financial, and other benefits, dependent on the position, with a focus on supporting the well-being of our employees
• Opportunities for career advancement, with a focus on building leadership capabilities and driving business results
• Recognition and reward programs, with a focus on recognizing and rewarding outstanding performance

Conclusion

If you are a motivated and experienced customer operations professional, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a member of our team, you will have the opportunity to work with a dynamic and innovative organization, with a focus on nurturing an inclusive culture and driving business results. Apply now to join our team and take the first step towards a rewarding and challenging career with arenaflex.