At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Service Analyst, you'll play a pivotal role in driving business growth, process excellence, and customer satisfaction. If you're passionate about leveraging data insights to inform strategic decisions and passionate about making a meaningful impact, we want to hear from you!
**About arenaflex**
arenaflex is a leading innovator in the industry, committed to harnessing the power of materials science and innovation to serve a wide range of markets. With a rich 115-year history, we've established ourselves as a market leader in direct thermal paper and film products in North America and a world-class leader in renewable, fiber-based solutions for consumer and industrial packaging. Our team is dedicated to promoting work-life balance and integration, and we're committed to investing in employee-friendly policies and practices.
**Job Summary**
We're seeking an experienced Customer Service Analyst to join our fast-paced, energetic environment. As a key member of our team, you'll be responsible for leveraging reporting tools to analyze customer service data, identify trends, and develop process enhancements. You'll work closely with various departments to ensure service levels and customer interactions exceed customer expectations. If you're a driven, self-motivated individual with a passion for data analysis and process improvement, we encourage you to apply.
**Key Responsibilities**
* Leverage reporting tools to analyze customer service data, identify trends, and develop process enhancements
* Assist customers with product information, order processing, and issue resolution
* Collaborate with cross-functional departments to drive efficiency and cost savings
* Update customer pricing profiles and investigate discrepancies
* Maintain and update parts database and inventory management systems
* Develop and implement procedures for effective parts setup and tracking
* Support sales with access to data and tools
* Support Commercial Operations Leader as needed
* Serve as backup support to customer service function
**Your Impact**
As a Customer Service Analyst, you'll have a significant impact on our business. You'll work alongside sales and supply chain to deliver best-in-class customer service, measured by lead-time, deliver-to-promise, inventory utilization, and customer preference (market share) for arenaflex solutions. You'll also manage a pipeline of optimization projects that deliver $200k+ in margin enhancements annually.
**Organizational Development**
In addition to driving process improvement and automation of routine customer support tasks, you'll embed the use of analytics and data as a basis for identifying the most impactful projects, customers, applications, and processes for the arenaflex team to focus on.
**What It Takes**
To succeed in this role, you'll need:
* Drive for results, self-motivation, and an engaged learning mindset
* Strong problem-solving abilities, analytical skills, and attention to detail
* Excellent communication and interpersonal skills
* Proficiency in Microsoft Office Suite (D365, Excel, PowerBI) and customer service software
* Ability to work in a fast-paced environment and handle multiple tasks
**Essential Qualifications**
* 3+ years of experience in customer service analysis or a similar role
* Strong analytical skills and attention to detail
* Excellent communication and interpersonal skills
* Proficiency in Microsoft Office Suite (D365, Excel, PowerBI) and customer service software
**Preferred Qualifications**
* Experience with data analysis and reporting tools
* Knowledge of customer service software and systems
* Strong problem-solving abilities and analytical skills
* Ability to work in a fast-paced environment and handle multiple tasks
**Work Environment and Company Culture**
As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. arenaflex prioritizes work-life balance and integration, and we're committed to investing in employee-friendly policies and practices. Our comprehensive benefits package includes:
* Competitive salary
* Comprehensive benefits package, including health, vision, and dental insurance
* 100% 401(k) match up to the first 5% contributed, with full vesting day 1
* Generous annual time off package, including vacation, sick, and emergency time
* Paid volunteer and parental leave
* Tuition reimbursement (up to $5,250 annually)
* Scholarships for dependents
* Monthly cell phone reimbursement
**How to Apply**
If you're passionate about data analysis, process improvement, and delivering exceptional customer experiences, we want to hear from you! Apply today and let's build the future together.