Senior Customer Service Representative – Order Management, ERP & Technical Support (Remote, Full‑Time)

About arenaflex

arenaflex is a leading provider of innovative solutions in the fast‑moving consumer goods and industrial supply sectors. With a commitment to delivering exceptional customer experiences, arenaflex combines cutting‑edge technology, a collaborative culture, and a relentless focus on quality to empower its customers worldwide. As a remote‑first organization, arenaflex embraces flexibility, diversity, and continuous learning, offering a supportive environment where every team member can thrive.

Why This Role Matters

Our customers rely on arenaflex for accurate order processing, timely product delivery, and knowledgeable technical support. As a Customer Service Representative, you will be the frontline ambassador who ensures that every interaction—whether via phone, email, chat, or SMS—delivers the professionalism, expertise, and empathy that define the arenaflex brand. Your ability to navigate complex ERP systems, resolve technical inquiries, and build lasting relationships will directly impact customer satisfaction, repeat business, and the overall success of the organization.

Key Responsibilities

• Process high‑volume orders in a fast‑paced environment, entering data accurately into the arenaflex ERP system via inbound calls, emails, chat, and SMS.
• Provide knowledgeable answers to product, pricing, and inventory availability inquiries, guiding customers through the arenaflex website and online ordering process.
• Collaborate with internal departments—including sales, logistics, and finance—to meet customer needs and resolve order‑related issues.
• Manage product returns, shipping inquiries, and order status questions, ensuring timely resolution and clear communication.
• Develop and maintain strong customer relationships through proactive outreach, relationship‑building, and multi‑channel communication (telephone, email, chat, and social media).
• Anticipate potential problems, identify root causes, and proactively propose solutions to prevent future issues.
• Review customer orders for accuracy, confirming that all information—including pricing, shipping dates, and product specifications—is correct before final submission.
• Serve as a NetSuite Super User, delivering training for new hires, conducting refresher sessions, and acting as a subject‑matter expert for the team.
• Answer incoming telephone calls courteously and professionally, providing clear information on prices, shipping dates, anticipated delays, and any additional details required by customers.
• Adhere to quality‑assurance metrics, maintaining high standards for accuracy, response time, and customer satisfaction.
• Update customer order and account information in the arenaflex ERP system, including entering credits, processing payments, and managing returns.
• Generate and distribute customer reports, maintaining organized files for all order‑related paperwork.
• Identify opportunities to upsell or cross‑sell additional services and solutions that align with customer needs.
• Handle escalated customer complaints, working closely with supervisors to ensure swift and satisfactory resolution.
• Provide backup support for team leads or supervisors, stepping in as needed to maintain seamless operations.

Technical Proficiencies (NetSuite & ERP)

• Place orders, issue RMAs, check ETAs, accept payments, create direct‑to‑consumer (DTC) accounts, and verify pricing and availability within NetSuite.
• Demonstrate super‑user expertise in NetSuite, including report generation, email integration, credit issuance, payment application, and financial data interpretation.
• Manage back‑orders, execute order moves, and troubleshoot special order scenarios.
• Perform advanced exports, conduct training sessions, investigate and correct order issues, and serve as a NetSuite tester for new releases.
• Utilize cross‑reference tools to locate parts based on dimensions, mounting holes, diameters, and length specifications.
• Read and interpret technical diagrams, providing clear explanations to customers.
• Diagnose basic system start‑up issues and guide customers through remote repair procedures.
• Leverage arenaflex’s internal part‑search portals to locate components with limited information, asking targeted questions to uncover missing details.
• Place orders across the arenaflex brand portfolio, ensuring consistency and accuracy.

Essential Qualifications

• High school diploma, GED, or equivalent required; college degree preferred.
• Minimum of 5 years of experience in a contact‑center environment, with at least 2 years focused on order processing.
• Demonstrated leadership experience, such as supervising a team or mentoring new hires.
• Proficiency with ERP systems (NetSuite or similar) for at least 1 year.
• Excellent oral and written communication skills, with the ability to convey complex technical information in a clear, friendly manner.
• Strong organizational and time‑management abilities, capable of juggling multiple priorities while maintaining attention to detail.
• Business acumen and a customer‑first mindset, with a proven track record of building lasting relationships.
• Physical ability to lift up to 30 lb occasionally and to remain seated or standing for extended periods.

Preferred Qualifications & Additional Skills

• Bilingual proficiency in Spanish and/or French to support a diverse customer base.
• Experience working remotely for at least 1 year, demonstrating self‑discipline and effective virtual collaboration.
• Advanced troubleshooting skills, including the ability to diagnose equipment issues and guide customers through remote repairs.
• Familiarity with cross‑reference databases and the ability to ask insightful questions that uncover hidden part details.
• Experience in upselling or cross‑selling additional services, contributing to revenue growth.
• Comfort with using collaboration tools (e.g., Slack, Microsoft Teams, Zoom) and CRM platforms.

Core Skills & Competencies

• Customer Empathy: Ability to listen actively, understand concerns, and respond with genuine care.
• Technical Literacy: Proficiency in ERP systems, product specifications, and basic mechanical concepts.
• Problem‑Solving: Quick identification of root causes and formulation of effective solutions.
• Communication: Clear, concise, and professional written and verbal communication across multiple channels.
• Team Collaboration: Working cross‑functionally with sales, logistics, and finance to deliver seamless service.
• Adaptability: Thriving in a dynamic environment with shifting priorities and evolving processes.
• Data Accuracy: Meticulous attention to detail when entering and reviewing order information.
• Training & Mentorship: Ability to coach peers, conduct onboarding sessions, and share best practices.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its team members. In this role, you will have access to:

• Structured onboarding and continuous training programs focused on ERP mastery, advanced customer service techniques, and product knowledge.
• Mentorship from senior leaders and opportunities to shadow cross‑functional teams.
• Certification pathways for NetSuite and other industry‑standard platforms.
• Clear career ladders leading to senior specialist, team lead, supervisor, and management positions.
• Regular performance reviews that align personal goals with arenaflex’s strategic objectives.

Work Environment & Culture at arenaflex

Our remote‑first culture emphasizes flexibility, inclusion, and empowerment. You will join a collaborative team that values:

• Positive Attitude: A can‑do mindset that inspires colleagues and customers alike.
• Resourcefulness: Finding creative solutions and taking initiative without waiting for direction.
• Cross‑Functional Communication: Open dialogue with other departments to drive seamless outcomes.
• Innovation: Encouraging new ideas and continuous improvement in processes and technology.
• Passion for Winning: Celebrating successes, learning from challenges, and striving for excellence.

Our remote offices are equipped with heated and air‑conditioned workspaces, and we provide the tools you need to stay connected, productive, and comfortable.

Compensation, Perks & Benefits

• Competitive hourly wage ranging from $18.00 to $20.00, based on experience and performance.
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company matching contributions.
• Paid time off (PTO) to support work‑life balance and personal well‑being.
• Opportunities for remote work, with a flexible schedule that aligns with a standard 8‑hour day (9:30 am – 6:00 pm EST, Monday‑Friday).
• Access to professional development resources, webinars, and industry conferences.
• Employee assistance programs and wellness initiatives.

Application Process

To be considered for this exciting opportunity, please ensure you meet the following availability requirement:

• Are you able to work 9:30 am – 6:00 pm EST, Monday through Friday?

If you are ready to bring your expertise, enthusiasm, and technical acumen to arenaflex, click the link below to submit your application. We look forward to learning how your unique talents can contribute to our mission of delivering unparalleled customer experiences.

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Join arenaflex Today

At arenaflex, every interaction matters. By joining our team, you become part of a forward‑thinking organization that values your growth, celebrates your achievements, and empowers you to make a real impact on customers around the globe. If you thrive in a dynamic, remote environment and are passionate about delivering top‑tier service, we invite you to apply now and start your journey with arenaflex.