Experienced Customer Service Analyst – Data-Driven Insights for Enhanced Customer Experience
At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a Customer Service Analyst, you'll play a vital role in driving this mission by leveraging data-driven insights to inform strategic decisions and optimize customer interactions. If you're passionate about customer-centricity, data analysis, and process improvement, we invite you to join our team and contribute to our success.
About arenaflex
arenaflex is a leading manufacturer of specialty and high-performance coatings for direct thermal and film applications in North America. With a rich 115-year history, we've established ourselves as a market leader in sustainable specialty coating solutions. Our innovative products are used in various industries, including retail, healthcare, transportation, entertainment, and food packaging. As a premier employer of choice, we prioritize work-life balance and employee well-being, offering a comprehensive benefits package and a supportive work environment.
Key Responsibilities
As a Customer Service Analyst, you'll be responsible for:
- Leveraging reporting tools to analyze customer service data, identify trends, and develop process enhancements to improve customer interactions and satisfaction
- Collaborating with cross-functional departments to drive efficiency and cost savings
- Updating customer pricing profiles and investigating discrepancies
- Maintaining and updating parts database and inventory management systems
- Developing and implementing procedures for effective parts setup and tracking
- Supporting sales with access to data and tools
- Serving as backup support to the customer service function
- Managing a pipeline of optimization projects that deliver $200k+ in margin enhancements annually
Your Impact
As a Customer Service Analyst, you'll have a significant impact on arenaflex's success, contributing to:
- Enterprise Value: 60% - 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
- Organizational Development: 40% - Drive process improvement and automation of routine customer support tasks, embedding the use of analytics and data to identify impactful projects, customers, applications, and processes for the arenaflex team to focus on
What It Takes
To succeed in this role, you'll need:
- 3+ years of experience in customer service analysis or a similar role
- 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
- Drive for results, self-motivation, and a passion for the customer and making things better through data
Benefits and Perks
As an arenaflex employee, you'll enjoy:
- Comprehensive benefits package, including full, low-cost coverage for 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: vacation starts at two (2) weeks and increases based on previous experience, supplemented by one (1) week of sick and emergency time, twelve (12) holidays per year, and paid volunteer and parental leave
- Tuition reimbursement (up to $5,250 annually), scholarships for dependents, monthly cell phone reimbursement, and much more!
Work Environment and Culture
arenaflex is committed to promoting work-life balance and integration. Our on-site fitness center is available 24/7, and we offer a range of employee-friendly policies and practices. As a member of our team, you'll be part of a dynamic and supportive work environment that values collaboration, innovation, and customer-centricity.
How to Apply
If you're passionate about customer service, data analysis, and process improvement, and you're looking for a challenging and rewarding role, we invite you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this position. We look forward to hearing from you! Apply Now! Apply for this job