At arenaflex, we're passionate about helping our customers create unforgettable outdoor living experiences. As a leading distributor of outdoor living products, we're committed to providing exceptional customer service and support to our customers. We're seeking an experienced Customer Service Manager to join our team, who will be responsible for leading our customer service team and ensuring that our customers receive the highest level of service and support.
**Job Summary:**
As a Customer Service Manager at arenaflex, you will be responsible for supervising and coordinating the daily activities of our customer service team, ensuring that our customers receive timely and satisfactory resolutions to their inquiries and issues. You will be the primary point of contact for our customers, handling complaints, resolving issues, and providing exceptional customer service. You will also be responsible for training and developing our customer service team, recommending changes to our sales techniques and procedures, and increasing sales and average order size through cross-selling, up-selling, and add-on sales.
**Responsibilities:**
* Trains, directs, and manages customer service team members to ensure they have the skills and knowledge to provide exceptional customer service.
* Recommends changes to current customer service techniques or procedures based on team performance and new selling techniques.
* Handles complaints or situations that may arise involving pricing, delivery/shipping errors, returns, etc. and resolves these issues in a timely and satisfactory manner.
* Places calls to and answers calls from existing and potential customers to solicit business and to follow up on customers' needs.
* Establishes relationships with customers by assisting them at the counter or over the phone.
* Understands the needs of the customers and learns their buying habits and expectations in order to recommend specific products and solutions.
* Processes customer orders quickly and efficiently.
* Increases sales and average order size by means of cross-selling, up-selling, add-on sales, and offering promotional sale items.
* Proactively recommends items needed by customers to increase customer satisfaction and improve transaction profitability.
* Recommends alternate products based on cost, availability, or specifications.
* Communicates pricing, product updates, deliveries, credit, and payment issues in accordance with standard procedures and customers' profitability profiles.
* Educates customers about terminology, features, and benefits of products in order to improve product-related sales and customer satisfaction.
* Proficiently uses technologies including distribution and office software such as Prelude.
* Follows company policies and procedures.
**Requirements:**
* High School Diploma or GED; or at least two years inside sales associate experience, or equivalent combination of education and experience.
* Demonstrated understanding and application of effective selling techniques.
* Demonstrated success meeting sales goals and growing sales.
* Demonstrated ability to handle difficult customers and situations.
* Demonstrated knowledge of product information.
* Ability to write routine reports and correspondence.
* Ability to define problems, collect data, establish facts, and draw valid conclusions in a timely manner.
* Ability to interpret a variety of instructions furnished in written and oral form.
**Why Join arenaflex?**
* We offer a wealth of opportunities for career growth and advancement, with comprehensive training programs to support your success.
* As a company, we value integrity, trust, diversity, and innovation, and we strive to foster a family-oriented, hometown culture that is supported by our strong, stable, and growing business.
* We provide a comprehensive benefits program that includes medical, dental, and vision care, company-paid life and long-term disability insurance, prescription drug coverage, flexible spending and health savings accounts, 401(k) with company match, employee stock purchase plan, and employee assistance and education reimbursement programs.
* We offer a competitive compensation package, including a salary range of $30-$33/hour based on a full-time schedule, with the potential for discretionary bonuses or commissions plans, relocation or cost of living adjustments.
* We are committed to diversity and inclusion, and we strive to create a workplace that is welcoming and inclusive of all employees.
**Work Environment and Company Culture:**
* Our company culture is built on the principles of integrity, trust, diversity, and innovation.
* We strive to foster a family-oriented, hometown culture that is supported by our strong, stable, and growing business.
* Our work environment is fast-paced and dynamic, with a focus on providing exceptional customer service and support to our customers.
* We are committed to ongoing training and development, and we provide comprehensive training programs to support the success of our employees.
**How to Apply:**
If you are a motivated and customer-focused individual who is passionate about providing exceptional customer service and support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!