At arenaflex, we're on a mission to revolutionize the way people interact with our products and services. As a rapidly growing Inc. 5000 company, we're constantly innovating and expanding our reach. We're now seeking an exceptional Customer Service Representative to join our team in Phoenix and help us deliver unparalleled customer experiences.
**About arenaflex**
arenaflex is a leading provider of natural stone products, serving the needs of architects, designers, contractors, and homeowners alike. Our commitment to quality, innovation, and customer satisfaction has earned us a reputation as a trusted partner in the industry. With a strong focus on employee development and growth, we offer a dynamic and supportive work environment that fosters collaboration, creativity, and continuous improvement.
**Job Summary**
As a Customer Service Representative at arenaflex, you'll be the face of our company, interacting with customers, resolving issues, and providing exceptional service. You'll be responsible for handling a wide range of tasks, from answering phones and greeting customers to processing orders, sampling, and marketing support. If you're a customer-focused, results-driven individual with a passion for natural stone, we want to hear from you!
**Key Responsibilities**
* Be familiar with arenaflex's product set and be able to describe colors, styles, and highlight its features and benefits to customers.
* Have a basic understanding of travertine, limestone, and marble and their differences.
* Understand the sales process from start to finish and be able to close sales both face-to-face and over the phone.
* Greet and assist customers that come into the office or contact the company via phone.
* Write up customer orders using the Dancik system.
* Refer customers to a Sales Representative when they are onsite and available.
* Answer all customer questions about products, prices, availability, product uses, and available options.
* Service arenaflex's existing accounts and obtain new accounts whenever possible through direct referrals, and out-bound or in-bound sales calls.
* Be knowledgeable of arenaflex's payment procedures.
* Understand arenaflex's inventory. Check stock levels and request reorder of materials as necessary.
* Assist in completion of customer files, which includes: Client Information Sheet, Tax Exemption Certificate (Form 5000), Credit Card Authorization, and Credit application if required.
* Arrange pick-up schedules with operations and outside freight companies.
* Coordinate customer material pick-ups with warehouse personnel.
* Verify outgoing product counts prepared by the warehouse personnel utilizing the invoice to ensure accuracy.
* Compare disputed merchandise with original requisitions and information from invoices.
* Keep record of customer interactions and transactions by recording the details in Smartsheet (arenaflex's CRM system).
* Make recommendations for improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
* Refer unresolved customer grievances to designated departments for further investigation.
* Resolve customer's service or billing complaints by performing activities such as exchanging merchandise, refunding money and/or adjusting bills after review with management.
* Contact customers about billing issues if requested.
* Detect discrepancies on records or reports.
* Use computers and computer systems (hardware and software) to set-up functions, enter data, or process information.
* Observe, receive, and otherwise obtain information from all relevant sources in an effort to provide excellent customer service.
* Compile, code, categorize, calculate, tabulate, audit, and verify information or data.
* Develop a constructive and cooperative working relationship with other arenaflex employees and maintain them on an on-going basis.
* Develop specific goals and plans to prioritize, organize, and accomplish your work. Once the goals and plans are developed review with your supervisor.
* Attend regular CRS training meetings and dedicate yourself to continuous improvement.
* Attend industry functions (EX: ASID, NARI) representing arenaflex while you network with professionals.
* On occasion visit accounts not being serviced by Territory Managers to assist with sampling and general customer service.
* Be a team player.
**Essential Qualifications**
* 3-5 years in a customer service or office manager roles and preferably natural stone industry experience.
* Well organized and self-disciplined - Attention to detail a must.
* Outstanding customer service skills.
* Professional appearance.
* Good presentation skills.
* Problem-solving skills with the habit of being proactive.
* Excellent communication skills both written and verbal.
* Team player
* Good computer skills including MS Outlook, Word, and Excel
* Recent college grads encouraged to apply
**Preferred Qualifications**
* Experience with CRM systems and customer service software.
* Knowledge of natural stone products and industry trends.
* Familiarity with sales and marketing principles.
* Strong analytical and problem-solving skills.
* Ability to work in a fast-paced environment and prioritize tasks effectively.
**What We Offer**
* Competitive Salary
* Full health insurance benefits after 90 days
* 401 K
* Employee discounts on all arenaflex materials
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual with a passion for natural stone, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
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