Logistics Customer Service Representative – HVAC Order Management, Sales Enablement & Client Success Specialist at arenaflex
About arenaflex – Pioneering Excellence in the HVAC Industry
At arenaflex, we are a leading provider of HVAC products and solutions that power homes, businesses, and industrial facilities across the United States. Our portfolio ranges from high‑efficiency heating and cooling units to advanced service parts and smart‑control technologies. With a legacy built on reliability, innovation, and an unwavering commitment to customer satisfaction, arenaflex has become a trusted partner for independent distributors, COD branches, and large‑scale contractors.
Our success is driven by people who thrive in a collaborative environment, champion continuous improvement, and deliver world‑class service at every touchpoint. As we expand our footprint, we are looking for dynamic, results‑oriented professionals who can elevate the customer experience and contribute to our growth trajectory.
Position Overview
The Logistics Customer Service Representative – Level 2 (CSR‑2) at arenaflex serves as the central hub for order processing, client communication, and revenue‑generating activities within our extensive HVAC distribution network. Reporting to the Manager of Customer Service/Order Services, you will manage the full order life‑cycle from purchase order receipt through shipment, while simultaneously supporting sales managers in building pipelines, fostering relationships, and achieving quarterly sales quotas.
This role blends meticulous order administration with proactive sales enablement, requiring a deep understanding of HVAC product lines, market dynamics, and best‑in‑class customer service practices.
Key Responsibilities
Order Management & Fulfillment
- Process end‑to‑end orders: Capture purchase orders, verify pricing and discounts, create accurate sales quotations, and ensure all documentation complies with arenaflex policies.
- Maintain customer records: Open new accounts, update existing account information, and manage product‑specific data in our ERP system.
- Monitor shipment schedules: Track scheduled delivery dates, coordinate with logistics, and proactively expedite shipments to meet or exceed promised timelines.
- Handle returns and adjustments: Process Return Materials Authorizations (RMAs), credit/debit requests, damage claims, and coordinate with finance for timely resolution.
Client Interaction & Support
- First point of contact for independent distributors and COD branches, answering inquiries on product availability, pricing, technical specifications, and service parts substitutions.
- Educate customers about HVAC terminology, product features, and benefits to drive informed purchasing decisions and increase satisfaction.
- Resolve issues by clarifying complaints, diagnosing root causes, proposing solutions, and following through until full resolution is confirmed.
- Follow‑up communication: Conduct post‑interaction calls or emails to confirm satisfaction and capture feedback for continuous improvement.
Sales Enablement & Revenue Generation
- Collaborate with Sales Managers to verify discount structures, confirm customer details, and align on target accounts.
- Generate leads through prospect calls, inbound inquiries, and by suggesting complementary products or services that meet the customer’s evolving needs.
- Achieve sales quotas by converting inquiries into orders, upselling value‑added services, and maintaining a robust pipeline of qualified opportunities.
- Market intelligence: Monitor competitive activity, industry trends, and territory dynamics; relay actionable insights to management.
Reporting, Analysis & Continuous Improvement
- Prepare performance reports on order volume, on‑time delivery, returns, and revenue metrics.
- Analyze customer data to identify cross‑sell opportunities, product gaps, and service enhancements.
- Contribute to team initiatives by sharing best practices, participating in process‑optimization projects, and mentoring newer team members.
Essential Qualifications & Experience
- 3–6 years of customer service experience within the HVAC industry, demonstrating a strong grasp of product lines, service parts, and market terminology.
- High school diploma or GED equivalent; additional technical training or certifications in HVAC, logistics, or supply‑chain management are a plus.
- Proven track record of meeting or exceeding sales quotas in a B2B environment.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.
- Experience with ERP/CRM platforms (e.g., SAP, Oracle NetSuite, Salesforce) and advanced proficiency in Microsoft Office Suite, especially Excel for data analysis.
- Prior exposure to order‑to‑cash (O2C) cycle management in a wholesale distribution setting.
- Professional certification such as Certified Customer Service Professional (CCSP) or Certified Professional Salesperson (CPS).
Core Skills & Competencies
- HVAC product knowledge – ability to discuss performance curves, efficiency ratings, and installation specifications confidently.
- Customer‑centric communication – exceptional verbal and written skills, active listening, and the ability to de‑escalate tense situations.
- Analytical mindset – comfortable interpreting data, spotting trends, and making data‑driven recommendations.
- Detail orientation – high accuracy in order entry, documentation, and financial adjustments.
- Organizational agility – adept at prioritizing multiple tasks, managing deadlines, and juggling concurrent projects.
- Team collaboration – proactive partnership with sales, logistics, finance, and technical support teams.
- Integrity & judgment – consistently apply ethical standards and sound decision‑making in high‑pressure scenarios.
Career Growth & Development at arenaxflex
arenaflex invests heavily in the professional advancement of its people. As a Logistics CSR‑2, you will have access to a structured career path that can lead to roles such as:
- Senior Customer Service Manager – overseeing a regional team of CSRs.
- Account Manager – taking full ownership of high‑value distributor relationships.
- Sales Operations Analyst – focusing on territory planning, forecasting, and performance metrics.
- Supply Chain Planner – expanding into inventory management, demand forecasting, and logistics optimization.
All employees benefit from:
- Continuous learning programs – tuition reimbursement, industry certifications, and internal workshops on HVAC technology, sales techniques, and leadership.
- Mentorship networks – pairing with senior leaders for career guidance.
- Cross‑functional exposure – rotation opportunities across sales, operations, and product development.
Work Environment & Culture at arenaflex
Our offices blend modern collaborative spaces with private workstations, fostering both teamwork and focused productivity. We champion:
- Inclusivity – a diverse workforce where every voice is heard and valued.
- Innovation mindset – employees are encouraged to suggest process improvements and participate in product‑feedback loops.
- Work‑life balance – flexible scheduling options, remote work days (where applicable), and generous paid time off.
- Community involvement – volunteer initiatives, sustainability projects, and industry‑event sponsorships.
Compensation, Perks & Benefits
arenaflex offers a competitive total rewards package that includes:
- Base salary commensurate with experience, plus performance‑based bonuses tied to sales and service metrics.
- Comprehensive health coverage – medical, dental, vision, and mental‑health resources.
- Retirement planning – 401(k) with company match.
- Paid parental leave and family‑friendly policies.
- Employee assistance program – counseling, legal, and financial guidance.
- Professional development stipend for conferences, certifications, or educational courses.
- Employee recognition awards, quarterly team outings, and a vibrant office culture that celebrates milestones.
Legal & Equal Opportunity Statement
Qualified applicants must be legally authorized to work in the United States. arenaflex does not sponsor employment visas now or in the future. We are an Equal Employment Opportunity employer and make all employment decisions without regard to race, color, religion, creed, national origin, citizenship, veteran status, ancestry, disability, gender identity, sexual orientation, age, or any other characteristic protected by law.
Ready to Join arenaflex?
If you thrive in a fast‑paced, customer‑focused environment and are eager to blend logistics expertise with sales acumen, we want to hear from you. Bring your passion for HVAC solutions, your commitment to excellence, and your drive to exceed expectations. Apply today and become an integral part of arenaflex’s journey to shape the future of climate‑control technology.
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