Experienced Technical Customer Service Manager – Leading Remote Team in Innovative Paper Solutions for a Sustainable Future

Welcome to arenaflex: Innovating for a More Sustainable Tomorrow

At arenaflex, we are pioneers in developing renewable alternatives to fossil-based materials, enabling businesses and consumers to make more sustainable choices. We strive to create a positive experience for all our employees worldwide, guided by our core values of trust, collaboration, and courageous innovation. Join us in shaping a future beyond fossils, where sustainability and innovation converge.

About the Role

We are seeking a highly skilled and experienced Technical Customer Service Manager to join our remote team in Naperville, IL. As a key member of our close-knit team, you will work in a flexible environment, ensuring our printer partners and customers get the most out of our products. Your goal will be to provide world-class technical customer service to a diverse group of printers and customers in the US, Canada, and Mexico from the comfort of your home-based office.

A Message from Your Future Manager

"If you are technically focused and enjoy assisting customers in achieving their goals, this is the perfect position for you. As a Technical Customer Service Manager, you will be part of a dynamic team that ensures our customers receive exceptional support. Our team is committed to providing world-class technical customer service, and we are excited to have you on board." – George Shields, Director, Technical Customer Service, North America

Key Responsibilities

• Oversee paper performance for assigned customers and printers, ensuring optimal results and customer satisfaction
• Provide expert troubleshooting for assigned customers and printers, including investigation and analysis to improve paper performance
• Leverage technical expertise to minimize financial damage and impact on arenaflex, while maintaining strong customer relationships
• Facilitate the claim process, including negotiations, to ensure timely and effective resolution
• Educate end-users on new products, business, and technology, enhancing their understanding and adoption of our innovative solutions
• Actively communicate and collaborate with various partners, including customers, printers, sales, and arenaflex mills, to ensure seamless coordination and support
• Provide accurate and timely reporting to customers, printers, sales, and arenaflex mills, maintaining transparency and trust
• Develop and maintain strong relationships with assigned accounts, identifying leads and opportunities to drive business growth
• Advise arenaflex mills on general market conditions and mill performance, ensuring informed decision-making
• Lead trial runs, determining the scope and ensuring accuracy and correctness, to drive continuous improvement
• Collaborate with the TCS team, claims team, and customer service team to enhance the process of managing customer complaints and claims

Who You Are

To succeed in this role, you will have:

• A relevant commercial or engineering degree, with a technical understanding of complex products and solutions
• Sales skills, product, application, and process knowledge in paper, with experience in the paper industry and market
• Excellent communication and interpersonal skills, with the ability to build strong relationships and collaborate with diverse stakeholders
• A commercially minded approach, with a strong network of contacts and a talent for networking
• Experience working in a matrix organization, with a proven ability to navigate complex structures and priorities
• A decisive and results-oriented mindset, with a focus on delivering exceptional customer service and driving business growth
• An agile and adaptable approach, with a willingness to embrace change and innovate in a rapidly evolving industry

What We Offer

At arenaflex, we offer a unique and rewarding work environment, with a range of benefits and opportunities, including:

• A meaningful job, with a clear purpose and impact, contributing to a more sustainable future
• A caring community, with a strong team spirit and shared commitment to our values and mission
• Development opportunities, with a focus on learning and growth, and a range of avenues for personal and professional development
• A responsible employer, with a strong commitment to sustainability, diversity, and inclusivity, and a work environment that supports work-life balance
• A comprehensive benefit package, including medical, dental, and vision insurance, paid time off, and a 401(k) retirement plan

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees, with a range of opportunities for learning and advancement. You will have access to:

• Training and development programs, tailored to your needs and career goals
• Mentorship and coaching, from experienced professionals and leaders in the industry
• Opportunities for networking and collaboration, with a global community of professionals and experts
• A culture of innovation and experimentation, with a focus on continuous improvement and learning

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and inclusive work environment, with a strong focus on teamwork, collaboration, and mutual respect. You will be part of a dynamic and supportive team, with a shared commitment to our values and mission.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• A comprehensive benefit package, with medical, dental, and vision insurance, paid time off, and a 401(k) retirement plan
• A flexible and remote work environment, with the opportunity to work from home and maintain a healthy work-life balance
• Opportunities for professional development and growth, with a focus on learning and advancement
• A culture of recognition and reward, with a focus on celebrating achievements and milestones

Conclusion

If you are a motivated and experienced technical customer service professional, with a passion for innovation and sustainability, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and supportive community, committed to creating a more sustainable future. Apply now and take the first step towards a rewarding and challenging career with a leading company in the paper industry.