Experienced Customer Service Representative – Telecommunications Industry

At arenaflex, we're a leading manufacturer of industry-leading fiber optic cable, connectivity, and accessories, providing engineering and installation services to some of the world's largest telecom customers. With a rich history dating back to 1984, we've grown from a single fiber optic cable to thousands of products, generating over $1.5 billion in revenue and employing approximately 7,000 associates worldwide. Our commitment to professional development and growth has earned us a reputation as a top employer in the industry. We're now seeking an experienced Customer Service Representative to join our team in Duncan, SC. As a key member of our Customer Service team, you'll play a vital role in assisting customers and agents with all aspects of the sales process for products supplied by arenaflex into various markets.

What We Offer

At arenaflex, we're dedicated to providing a supportive and dynamic work environment that fosters growth and development. Some of the benefits you can expect include:

• A Hybrid Office Schedule to qualifying employees, allowing for a better work-life balance
• Flexible time off policy, so you can recharge and focus on your well-being
• 401K Company match (up to 4%- dollar for dollar), helping you plan for your future
• Professional development, training, and tuition reimbursement programs, to help you advance in your career
• Excellent Medical, Dental, Vision, and Life Insurance Policy Options, ensuring you and your loved ones are protected
• Opportunities for career advancement with an industry leader, where you can grow and develop your skills

Responsibilities

As a Customer Service Representative at arenaflex, you'll be responsible for:

• Responding to Request For Quote (RFQ) and market leads, including qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time
• Analyzing quotes to identify additional sales where applicable, soliciting and recording quote feedback
• Processing customer purchase order/change orders, including reviewing purchase order against quote, contract or arenaflex standard terms and conditions, resolving any discrepancies, creating sales order, supporting the resolution of credit holds, reviewing sales order for accuracy and sending acknowledgement to customer
• Managing customers' open orders, including processing customer expedites, periodic review of open order to identify and address issues, and communicating status/issues to customer
• Liaising with manufacturing and commercial departments to gather information and resolve any issues
• Filing and maintaining RFQ, quotation, customer purchase orders, and sales order acknowledgement
• Assisting customers with additional information requirements, including providing tracking information, proof of delivery (POD), invoices, packing slips, product literature, basic technical data, test reports, website and arenaflex Direct instructions
• Submitting customer complaints, including assisting in the problem-solving effort to include implementing corrective actions
• Processing Return Material Authorization (RMA) request, including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved
• Entering and expediting replacement orders as required
• Supporting resolution of Accounts Receivable issues with customers, including determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate
• Issuing Manual Credits and Invoices, including determining if an adjustment is appropriate, obtaining approval, and completing transactions with documentation
• Monitoring customer accounts, including understanding issues, trends, and general "healthiness" of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service, and product line managers) in the service and support of our customers
• Understanding, adhering to, and promoting the environmental, health & safety policies and complying with arenaflex business Policies and Procedure

Personal Qualities

To succeed in this role, you'll need to possess:

• Interpersonal skills – a good command of the English language, both written and verbal, to communicate with both internal and external customers
• Initiative – a self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner
• Multi-tasking skills – the ability to juggle multiple tasks without losing sight of the details
• Team player – the ability to take direction, comfortable in a cross-functional, multi-cultural environment
• Detail-oriented – to ensure accuracy of order processing and quotations

Qualifications

To be considered for this role, you'll need:

• A Bachelor's degree in Business or Communications, or equivalent experience
• 1-2 years of manufacturing customer service experience, or equivalent experience in a related field
• Intermediate user of MS Office, with experience in Oracle and/or customer relationship management software a plus

Working Conditions

This role is based in a normal office environment, with opportunities for growth and development in a dynamic and supportive team. If you're a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job