**Customer Contact Representative Lead (Hybrid: Onsite & Remote) at arenaflex**

Join the arenaflex community of passionate food people who are dedicated to delivering exceptional customer experiences. As a Customer Contact Representative Lead at arenaflex, you will play a vital role in supporting our customers and sellers with timely resolutions, ensuring they receive the highest level of service possible. This is an exciting opportunity to join a dynamic team and make a meaningful impact on the customer experience. **About arenaflex** arenaflex is a leading foodservice distributor that provides a wide range of products and services to customers across the United States. Our mission is to deliver exceptional customer experiences, build strong relationships, and drive business growth. We are committed to creating a positive and inclusive work environment that fosters collaboration, innovation, and continuous improvement. **Job Summary** As a Customer Contact Representative Lead, you will serve as a subject matter expert, providing guidance and support to the Customer Contact Representative team. You will work closely with the Customer Contact Manager to identify coaching and improvement opportunities, and provide real-time feedback to peers. Your primary responsibilities will include mentoring and leading team members, serving as a subject matter expert, and providing thorough customer and order solution options. **Key Responsibilities** * Mentor, advise, and lead team members in their journey to best support the team's activities and goals. * Serve as a subject matter expert to motivate the team's success by responding to immediate needs and questions related to arenaflex's process, products, policies, and procedures, and tools. * Take escalations from your team and support other internal department resources when needed. * Review and present daily metric and communication updates and daily huddle announcements. * Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers' challenges and concerns. * Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting, and metric data support. Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline. * Participate in cross-company projects to improve and optimize the customer's experience. * Conduct analysis to produce customer-specific reports or activities as contractually required. * Assist sellers with preparation of customer business analysis, product research, and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement. * Approve service recovery requests as back-up support to Manager and provide guidance to peers. * Promote a positive and friendly environment supporting good morale and cooperation. * Help identify trending issues among customers, team members, products, and services from interactions with customers. * As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting, or other team responsibilities. * Provide other business support to Sellers as requested. **Supervision** This role does not have direct supervision responsibilities. **Relationships** Internal: Sales, Operations, Merchandising, Shared Business Services External: arenaflex Customers and vendors **Qualifications** * Education/Training: High School diploma or equivalent required, and a minimum of 5 years of customer service or support experience. * Related Experience: At least 5 years of previous sales support or customer service experience maintaining customer relations. A proven track record of supporting customers and team members with exceptional service and leadership. Foodservice/distribution experience preferred. Experience working virtually (i.e., from home). **Tasks** * Ability to communicate with customers and team through various channels. * Acknowledge and resolve customer escalations or complaints. * Assist Manager with team support as necessary. * Product knowledge to support customer needs. * Initiate and resolve requests for customer or organizational reporting. * Coach and mentor colleagues as necessary. * Ensure customer satisfaction and provide professional customer support. * Organize and coordinate schedules. **Knowledge/Skills/Abilities** * Professional leadership skills; someone who leads by example. * Excellent written and verbal communication skills. * Able to take direction and quickly learn new procedures, processes, product information. * Open to feedback, believing in a culture of continuous improvement working toward individual and department goals. * Comfortable to navigate technology, phone systems, and tools. * Strong attention to detail, multi-tasking, and time-management skills. * Detail-oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions. * Exceptional ability to collaborate with customers, vendors, and internal partners. * Customer service orientation and ability to adapt and respond to different personalities. * Advanced knowledge of Microsoft applications, Salesforce.com experience. **Compensation and Benefits** The typical pay for this role is around $23.00 - $27.00 per hour, depending on location and experience. This role is eligible for overtime compensation. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. **Work Environment and Culture** As a hybrid role, you will work approximately 90% remotely/virtually and 10% onsite at any regional location as defined by the role segmentation. Our work environment is collaborative, inclusive, and supportive, with a focus on continuous improvement and innovation. We are committed to creating a positive and friendly work environment that fosters good morale and cooperation. **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job