Are you a customer-focused professional with a passion for logistics and order management? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Order Management and Logistics Customer Support Coordinator to join our team. As a key member of our supply chain management team, you will be responsible for providing exceptional customer service, ensuring timely order management, and driving process improvements.
**About arenaflex**
arenaflex is a leading manufacturer of industrial lift trucks and aftermarket parts, with a global presence and a commitment to innovation and customer satisfaction. With over 100 years of experience, we have built a reputation for excellence in the material handling industry. Our team is passionate about delivering exceptional service and support to our customers, dealers, and suppliers.
**Job Summary**
As an Order Management and Logistics Customer Support Coordinator, you will be the first point of contact for all order management and logistics inquiries from dealers and internal teams in the Pacific region. You will be responsible for ensuring that dealers and internal customers have the support and tools they need to effectively quote and sell arenaflex units through our Salesforce CRM and CPQ systems. Your primary goal will be to provide timely and professional service, while identifying and resolving issues quickly and efficiently.
**Key Responsibilities**
* First point of contact for all order management and logistics inquiries from dealers and internal teams in the Pacific region
* Ensure all inquiries are actioned within agreed timelines (KPI-driven)
* Provide timely reports and updates on required business functionalities to arenaflex AP - Supply Chain, Sales & Support teams
* Coordinate communication between global network of factories and various global system teams for issue resolution and successful order placement and management
* Salesforce (CRM/CPQ) training for dealer sales teams
* Liaison with dealers on orders and shipping-related inquiries with accurate Estimated Time of Arrivals (ETAs)
* Work closely with factories on CTS dates and timely shipments
* Checking of freight and customs-related invoices for designated shipments
* Update storage location in the ERP system for new stock trucks
* Update Shipping forecast and liaise with Finance team (shipment approval processes in collaboration with Finance)
* Assistance in regular reporting and ad-hoc tasks assigned by the Sales team
**Key Result Areas**
* Dealer and Internal Support:
+ First point of contact for all order management and logistics inquiries from dealers and internal teams in the Pacific region
+ The role will be the conduit between the arenaflex Pacific dealer network and all internal departments
+ Use CM (Contact Management) as primary communication tool – along with email and phone and virtual meetings as/when required
+ Provide Salesforce (CRM/CPQ) training to dealer sales teams
* Order Entry + Management Support:
+ Must be able to support dealers and internal teams with required order management and logistics activity
+ Support Pacific Sales by processing internal arenaflex stock orders through NOVO
+ Responsible for the order management process (i.e., order revisions and cancellations that are required by the dealer, arenaflex AP, and/or factories)
* Reporting:
+ Provide timely reports and updates on required business functionalities to arenaflex AP - Supply Chain, Sales & Support teams
+ Populate Power BI reports to support sales teams
* Process Improvement:
+ Identification and implementation of departmental improvement initiatives
+ Participation in cross-functional project groups across Asia Pacific
* Logistics:
+ Liaison with dealers on orders and shipping-related inquiries with accurate ETAs
+ Work closely with factories on CTS dates and timely shipments
+ Checking of freight and customs-related invoices for designated shipments
+ Update storage location in the ERP system for new stock trucks
+ Update Shipping forecast and liaise with Finance team (shipment approval processes in collaboration with Finance)
+ Assistance in regular reporting and ad-hoc tasks assigned by the Sales team
**Requirements**
* Tertiary qualifications with a major in Operations, Management, or similar
* Certification in Customer Service Management or IT support
* Strong dealer-based customer service experience
* 3+ years in a similar role (preferred)
* Familiarity with at least basic CRM/ERP tools (preferred)
* MS Office (basic-intermediate level) (expected)
* Ability to work across multiple systems
* Clearly communicate resolutions to dealer and internal issues and/or inquiry within agreed timeframes
* Identify and use of appropriate escalation channels to solve dealer and internal requests in a timely manner
**What We Offer**
* Competitive salary
* Immediate openings available
* Remote work opportunity
* Opportunity to work with a global leader in the material handling industry
* Collaborative and dynamic work environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If you are a motivated and customer-focused professional with a passion for logistics and order management, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications.
**Contact Us**
For more information about this role or to discuss your application, please contact our HR team at [arenaflex HR email].