At arenaflex, we are dedicated to nourishing people and the planet through our commitment to quality, innovation, and customer satisfaction. As a Customer Service & E-Commerce Supervisor, you will play a vital role in supporting our Customer Service and E-Commerce programs, ensuring seamless checkout experiences, and driving exceptional customer satisfaction in our stores. If you are passionate about delivering outstanding customer service, leading high-performing teams, and driving business growth, we encourage you to apply for this exciting opportunity.
**Job Summary:**
As a Customer Service & E-Commerce Supervisor at arenaflex, you will be responsible for leading the Customer Service and E-Commerce teams in our stores, ensuring exceptional customer experiences, and driving business growth through process improvements and team development. You will work closely with the Team Leader to develop and implement strategies to enhance customer satisfaction, team productivity, and program execution. Your expertise in customer service, team leadership, and process management will be essential in driving business success and promoting arenaflex's core values.
**Key Responsibilities:**
* Deliver outstanding customer experiences, ensuring that all customers receive exceptional service and support.
* Establish clear expectations for balancing in-store customer service and completing online orders, ensuring seamless checkout experiences.
* Monitor in-store and online customer flow, assigning customer service-related and online order completion tasks to balance the needs of all customers.
* Stay aware of relevant competitors and industry trends, identifying opportunities to enhance customer satisfaction and drive business growth.
* Ensure an effective and efficient response to customer questions, requests, and/or concerns, resolving issues promptly and professionally.
* Foster collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, such as Amazon delivery drivers.
* Develop, coach, mentor, and motivate Team Members to sustain a high-performing team and minimize turnover.
* Maintain Team Member safety and security standards, ensuring a safe and healthy work environment.
* Ensure compliance with relevant regulatory rules and standards, maintaining a high level of integrity and professionalism.
* Proactively identify process improvement opportunities, implementing changes to enhance customer satisfaction and drive business growth.
* Consistently communicate and model arenaflex's core values, leadership principles, and support goals.
**Essential Qualifications:**
* 12+ months of retail experience, with a focus on customer service and team leadership.
* Strong analysis skills to root cause underperformance and identify opportunities for improvement.
* Excellent interpersonal, motivational, team building, and customer relationship skills.
* Ability to perform task management, balancing dynamic customer flows.
* Proficient with email, Microsoft Office, and operations-related applications.
**Preferred Qualifications:**
* Experience in a supervisory or leadership role, with a focus on customer service and team development.
* Knowledge of E-Commerce platforms and online ordering systems.
* Experience with process improvement and change management.
* Strong communication and presentation skills, with the ability to effectively communicate with customers, Team Members, and leadership.
**Physical Requirements/Working Conditions:**
* Must be able to lift 50 lbs.
* In an 8-hour workday: standing/walking 6-8 hours.
* Hand use: Single grasping, fine manipulation, pushing and pulling.
* Work requires the following motions: bending, twisting, squatting, and reaching.
* Exposure to FDA-approved cleaning chemicals.
* Exposure to temperatures <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), and >90 degrees Fahrenheit.
* Ability to work in a wet and cold environment.
* Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
* Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.
**Compensation and Benefits:**
* Competitive hourly wage range: $18.00 - $24.10, commensurate with experience.
* Whole Benefits, including health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs.
* Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person's date of hire.
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer, committed to providing a fair and equal employment opportunity for all Team Members and candidates, regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic.
**How to Apply:**
If you are passionate about delivering exceptional customer service, leading high-performing teams, and driving business growth, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application.
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