At arenaflex, we're dedicated to creating a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. As a leading company in the industry, we're seeking an experienced and customer-focused 3rd Shift Customer Care Representative to join our team. This is a fully remote position, working from the comfort of your own home, with a schedule that suits your needs.
**About arenaflex**
arenaflex is a global leader in the healthcare and life science industry, providing innovative product and service solutions to customers worldwide. Our mission is to create a healthier and safer world, and we're committed to delivering exceptional customer service to support our customers in achieving their goals.
**Position Summary**
As a 3rd Shift Customer Care Representative, you'll be responsible for managing inbound calls from customers, providing order placement, service dispatch, technical product assistance, and order issue resolution support. You'll work closely with cross-functional teams within arenaflex to ensure that customer needs are met and exceeded. This is a challenging and rewarding role that requires strong communication and problem-solving skills, as well as a passion for delivering exceptional customer service.
**What You'll Do as a Customer Care Representative**
* Professionally handle incoming requests from customers and ensure that all tasks are performed and issues are resolved both promptly and thoroughly
* Accurately and efficiently record customer purchase order data into Oracle; orders are received via phone, fax, email, EDI, and Internet
* Process service dispatch calls through Siebel according to customer requests
* Page information to technicians; escalate as needed
* Monitor dispatch board until each page is accepted by the technician
* Manage customer contract response level as indicated to meet customer expectations
* Investigate product backorders, freight shipments, and invoice inquiries providing customer with up-to-date information
* Educate customer on product inquiries and further reinforce the information with product literature utilizing arenaflex Intranet and website, Product Managers or internal reference materials
* Research availability on service parts
* Quote service parts per customer request
* Research customer inquiries on product functionality; may require interaction with arenaflex Clinical or Product Manager to ensure customer needs and expectations are met
* Confirm order sell price is in compliance with GPO contract price
* Interface with freight carriers and Corporate Traffic for shipment routing, tracking, and proof of deliveries
* Facilitate cross-functional communications to ensure proper account setup, orders are free of account or item holds, tax issues are resolved, and products are shipped to meet customer requirements
* Research and document customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint
* Run daily reports including un-booked order, process hold, credit card authorization failure, and specific product reports as needed
* Provide post-order management support including issue resolution
* Utilize available resources to update or increase knowledge on products, systems, procedures, procedures, and Corporate initiatives
* Supports the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs)
* Other duties as assigned
**The Experience, Skills, and Abilities Needed**
* High school diploma and 1+ years of business experience
* Preferred:
+ Bachelor's degree
+ Experience working 3rd shift
+ 1+ years business experience with direct contact with customers and sales
* Other:
+ Strong decision-making skills; understands how decisions impact the customer and the company
+ Strong analytical and problem-solving capabilities
+ Must demonstrate a high level of professionalism and integrity
+ Excellent communication skills - written, verbal, and presentation
+ Ability to handle multiple demands from many people and prioritize effectively
+ Ability to maintain composure under pressure and demonstrate a "can do" attitude
+ Able to work well within a team
+ Self-starter
**What arenaflex Offers**
We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future. Here's a brief overview of what we offer:
* Market Competitive Pay
* Extensive Paid Time Off and (9) added Holidays
* Excellent Healthcare, Dental, and Vision Benefits
* Long/Short Term Disability Coverage
* 401(k) with a company match
* Maternity and Paternity Leave
* Additional add-on benefits/discounts for programs such as Pet Insurance
* Tuition Reimbursement and continued education programs
* Excellent opportunities for advancement in a stable long-term career
**Pay Range and Bonus Participation**
The pay range for this opportunity is $34,000.00-$47,512.50. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.
**Equal Employment Opportunity**
arenaflex is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred, and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state, or local law.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Click the link below to submit your application.
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